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PBXware queue statistics

PBXware queue statistics. Introduction. Queue and queue agent Statistics Descriptive statistics Analysis, interpretation or explanation, and presentation Making informed decisions Queue statistics important data Number of calls summary, answered and unanswered

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PBXware queue statistics

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  1. PBXware queue statistics

  2. Introduction • Queue and queue agent • Statistics • Descriptive statistics • Analysis, interpretation or explanation, and presentation • Making informed decisions • Queue statistics important data • Number of calls summary, answered and unanswered • Time summary, waiting and talking • Number of callers in queue at one time • PBXware queue statistics • Provides above statistics info • Type of reports • Breakdowns • Logs

  3. Using PBXware Queue statistics • Left menu

  4. Using PBXware Queue statistics • Start screen

  5. Using PBXware Queue statistics • Summary statistic tables

  6. Using PBXware Queue statistics • Agents statistics

  7. Using PBXware Queue statistics • Statistic breakdowns • Statistics automatically breaks based on time range • For Year to months , for months to weeks, for weeks to days,for days to hours ... • Statistic logs • Call logs • Call logs for agent • Listen to recordings • Statistic reports • Web we demonstrated • PDF • CSV

  8. Configuring and using Agents • Type of agents • Callback agents • Static agents • Local extensions

  9. Configuring and using Agents • Defining agents

  10. Configuring and using Agents • Defining agent group

  11. Configuring and using Agents • Agents settings

  12. Configuring and using Agents • Adding agents toqueue

  13. Configuring and using Agents • Agents login logout • 2 types of access codes • Interactive voice login • Announce sound “Agent login” • Agent number • Agent pin • If login failed back to step 2, else continue • Enter extension or press # (# will logout callback agent)‏

  14. Excel and csv reports

  15. Queue ring strategies ringall: ring all available agents until one answers (default) roundrobin: take turns ringing each available agent leastrecent: ring agent which was least recently called by this queue fewestcalls: ring the agent with fewest completed calls from this queue random: ring random agent rrmemory: roundrobin with memory (it will memorize last ringed agent)‏

  16. Summaries per day Keeps precision in time range ODBC • Summaries per day • Keeps precision in time range • ODBC

  17. Conclusion • PBXWare queue statistics are not universal solution. • They are in constant progress with features • With experience existing features can get better • PBXware QS dose not have interface overloaded with number of choices and should not get it. It should keep wizard like interactivity with user.

  18. THE END Thanks for listening Faruk Kasumovic

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