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QLive   

Real-Time Dashboard, Wallboard and Cradle to Grave Reporting Solution for Call Centers

Easily manage your call center with QLive Live Agent & Queue Monitoring solution. With configurable wallboards and dashboards, KPI notification tools, and cradle-to-grave reports you can empower your team to self-manage their performance and proactively track queues to ensure adequate staffing and service levels.

Configurable wallboards make it easy to provide your team with an at-a-glance update on the overall performance of your call center and give you the control to focus on only the key statistics that matter to your business.

  • Real-time LIVE data
  • Display stats that matter most
  • Point-and-click navigation
  • Grid-based layouts
  • Multiple page layout options
  • and more

MANAGE TEAMS
Keep your team on track with custom supervisor dashboards.

IMPROVE PERFORMANCE
Create a customizable dashboard to manage and benchmark the performance of your team with at-a-glance hunt group or call center statistics.

  • Custom team dashboards
  • Drill into agent productivity
  • Compare performance per agent
  • See team, agent, or call center SLA
  • Set KPI alarms for group statistics
  • View which agents are on calls
  • Track time to answer
  • Manage calls pending in a queue
  • Reduce call abandonment rates
  • and more

Eigenschaften

Real-Time Monitoring

  • Supervisor & Agent Dashboards
  • Configurable Wallboard & Layouts
  • Live Hunt Pilot/Group/Queue Monitoring
  • Real-Time Call Center Metrics
  • Unlimited KPI Alerts
  • Configurable Thresholds

QLive Reporting

  • Cradle-to-Grave Reports
  • Hunt & Queue Reports
  • Agent Activity Reports
  • Missed Call / Peak Schedule Reports
  • Call Performance Reports

Preise

Software

Note: Term and Volume Discounts shown below.

Subscription Plan 1-Year 2-Years 3-Years
Tier 1: 1 to 5 Agents 175 USD/mo 150 USD/mo 125 USD/mo
Tier 2: 1 to 10 Agents 300 USD/mo 250 USD/mo 200 USD/mo
Tier 3: 1 to 25 Agents 625 USD/mo 500 USD/mo 375 USD/mo
Tier 4: 1 to 50 Agents 845 USD/mo 650 USD/mo 480 USD/mo
Tier 5: 1 to 100 Agents 1.095 USD/mo 900 USD/mo 750 USD/mo
Tier 6: 1 to 250 Agents 1.595 USD/mo 1.250 USD 1.050 USD/mo

Note: For Cisco Unified Call Manager (CUCM), "Agents" are defined as NAMED CUCM End Users, their Controlled Device(s), and associated Directory Number(s). Hunt Pilots are not considered an Agent.
Note: For Avaya, "Agents" are Named Avaya IP Office Users that wish to be monitored in QLive.

Infrastruktur

  • Windows server with 2 CPU / 4GB Memory / 80GB Storage: ~116 USD/month

Dependencies

QLIVE: Interfaces with Cisco UCM & BE series with a TAPI interface and Avaya IPO 7, 8, 9 via monitor logs and v. 10 via CTI Pro link license.

Installation Checklist - QLIVE for Avaya IPO
Installation Checklist - QLive for Cisco Call Manager


Fallstudien

Profile
Global seafood producer needs to manage customer service teams tasked with serving multiple brands.

Challenges

  • Multiple hunt pilots on a Cisco CM direct inbound calls to the most skilled agent but management has no way to track who receives which calls
  • Did not desire UCCX/UCCE system; wanted more cost-effective monitoring without needing the complex routing options
  • Provide scalability to support growing global brands

Lösung

  • QLive monitors the Activity of Agents and Hunt Pilots
  • Implemented cost-effective live tracking solution with customizable wallboards, supervisor dashboards, and agent dashboards
  • Enabled KPI Alerts to notify supervisors of peak hours and whenever service levels were declining or agent availability was below acceptable thresholds

Support

Support for your software purchased via the Marketplace is rendered by the individual Software Provider. The CenturyLink Customer Care Team is unable to provide support for your software. However, if you are experiencing issues with the infrastructure that hosts your software, please open a ticket with help@ctl.io. Below you can find the contact information for support of this software.

Email: Support2018@metropolis.com
Phone: (954) 414-2900 Ext. 32


End User License Agreement (EULA)

http://www.metropolis.com/lib/EULA_Metropolis_Corp.pdf



By clicking the Agree & Continue button, you agree to the Provider's End User License Agreement (EULA) and/or Terms of Service associated with this software or service.
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Other Products by Metropolis Clouds



company

Metropolis Clouds

category

Monitoring , Operational Analytics , Unified Communications

deployment models

  • Runner/Ansible

operating systems

  • Windows Server 2008 R2
  • Windows Server 2012
  • Windows Server 2012 R2

resources


demo