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lenz-ml at loway.it · Guest

Signate and Loway Research, developer of QueueMetrics, will announce the
general availability of QueueMetrics call center monitoring and reporting
software, version 1.0.

QueueMetrics is call center monitoring software for telephone systems,
such as Signate’s contact center solution, that incorporate the open
source Asterisk PBX. QueueMetrics provides contact center managers with
the information they need to set agent staffing levels, optimize
call-handling procedures, and improve customer satisfaction.

Signate’s contact center solution for five to 200 seats combines
QueueMetrics with call recording and retrieval, answering machine and fax
detection, SigMAN PBX Management software, PC class servers, 24/7 support
and the ACD functionality that's already standard in Signate’s Telephony
Software Stack.

For 200 to 1,000 agents, the same software deployed on Signate’s Telephony
Server 5000 platform delivers excellent price/performance.

QueueMetrics provides more than sixty real-time and batch metrics that let
managers measure performance against budget and service level targets and
review agent activity from any web browser.

Batch reports include received calls, lost calls, agent sessions and call
center activity, broken down by period, queue or agent.

Real-time reporting shows agent activity, the state of calls in each
queue, and how much time has been spent in each stage of call handling.

QueueMetrics makes agents more effective as well. Each agent can easily
see whether she is logged on, note incoming calls as they are processed
and launch external web applications - passing data gathered from IVRs or
CallerID information - at the click of a button.

QueueMetrics supports an unlimited number of inbound queues on a server,
each with multiple prioritized agents, and supports virtual queues made up
of aggregations of existing queues.

In the United States, QueueMetrics pricing begins at $750 for a four year
license for up to ten agents. Configuration services and 24/7 support are
available from Signate.

For more information about Signate's contact center solution and
QueueMetrics 1.0, follow the link: http://www.signate.com/contactcenter.php

Trademarks are the property of their respective holders.

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Loway Research - Home of QueueMetrics
http://queuemetrics.loway.it