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.

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:

  • 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.