Quality Assurance Input & Tracking/Historical Reporting

Smart Queue is powerful and affordable software for inbound and outbound call center monitoring.  It offers real-time call, agent and queue monitoring and over 150 quantitative metrics of inbound/outbound call center activity.

You can measure budget targets, SLA targets, agent activity and more, with a level of details that goes down to listening to any call on any queue – and right from your browser.

Smart Queue can assist Operations managers, Team leaders, Agents and IT Managers in a number of ways.  Highlighted below are some of the ways Smart Queue helps optimize the efficiency of call center operations for quality assurance tracking and reporting, monitoring, and analysis.

Operations managers:

  • See a very detailed report of call center activity, down to each call on each queue.
  • Run reports by single queues, or by user-created queue groups, both on inbound and outbound traffic.
  • See activity statistics and duration by call stage, with daily, hourly (or shorter), weekly breakdowns.
  • Measure business targets and conversion rates on a number of industry-standard metrics.
  • Measure agent activity during the day, both on ACD and non-ACD time, with billable and non-billable work times.
  • Excellent configurable security and privacy, on a queue-by-queue basis.  All actions can be assigned or revoked on a user-by-user basis.

Team leaders:

  • Very detailed, real-time call and agent reporting can be broken down by queue, agent group, or location.
  • See agent status and real-time activity and remotely listen to live calls as they are handled.
  • Watch agent screens remotely through a VNC client. Real-time wallboard mode.
  • Restricted “Visitor” mode to allow real-time access to external stakeholders, with optional live call or VNC monitoring.


  • Agents can see the calls they’re handling and integrate with external CRM apps, optionally passing data gathered from IVR menus or Caller-ID.
  • Set call status codes for all inbound and outbound traffic through the GUI.

IT Managers:

  • Proven, heavy-duty industrial solutions deployed in hundreds of locations worldwide, from 5 to 500 agents. References available upon request.
  • Supports database and flat file storage.
  • Highly scalable.
  • Easy to install and upgrade.



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