PBXware queue statistics - PowerPoint PPT Presentation
1 / 18
Title:
PBXware queue statistics
Description:
Left menu. Using PBXware Queue statistics. Start screen. Using PBXware Queue statistics ... Configuring and using Agents. Agents login logout. 2 types of access codes ... – PowerPoint PPT presentation
Number of Views:20
Avg rating:3.0/5.0
Title: PBXware queue statistics
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
- 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
Recommended
CrystalGraphics Presentations
