Due to recent world events, it is expected that a majority of call centers offices will adopt smart working solutions. This will make understanding agents' activity difficult.

With QueueMetrics for Asterisk PBX you can implement a full monitoring-management system for call-centers that are working remotely.

Supervisors can track all agents' activities with more than 200 different metrics and manage processes in realtime with agent and calls control, live alarms set up, whisper, spy and barge mode, without the need to be in the company office. They can also take advantage of a powerful wallboard system that allows an integrated view of each business processes with full situational awareness, and automatic reports.

An agent can manage all the daily processes from home using the ICON Agent Page, tracking breaks during the day, adding outcomes and feature codes to all the calls handled, and with the Quality tracking module agents can associate deep detailed information to any received call.

The included WebRTC softphone makes possible to handle inbound and outbound calls directly from home or another location.

Supervisors and team leaders can track all agent activities and call-center events in deep detail. They can monitor them through the realtime page and wallboards, completely managing every aspect of the contact center. Supervisors can also listen to, hang up or transfer calls, activate remote chat or send messages to agents or whole queues. They can assign agents to queues or remove them.

Remote agent management is also possible with QueueMetrics if a supervisor needs to pause, log in or log off agents; and measure performances using the report system from home.

QueueMetrics software works with most Asterisk-based, FreePBX-based, FreeSwitch-based or cloud PBXs and can be set up in minutes.