Call centers are a vital component of many customer service strategies, which can be, in a way, the voice of an organization and a crucial aspect of overall company image. As such, it is important to understand how your call center is performing and the best way to maximize its value to streamline costs and promote high productivity. And now with Yeastar-Asternic VoIP call center integration, agent performance evaluation can be easily realized.
Asternic Call Center Stats is a queue reporting solution to get the best breed and metrics available for the open source Asterisk© PBX, which can be perfectly integrated with Yeastar S-Series VoIP PBX. By such integration, you are allowed to establish your own call center, realize detailed queue performance analysis with insightful reports, and, at the same time, reap all the benefits a powerful Yeastar VoIP PBX brings to you.
Intuitive Predefined Queue Reports
The Asternic Call Center Stats and Yeastar PBX integration allows you to run reports over your S-Series VoIP PBX queue activity, including all detailed information like how many calls were abandoned and answered, agent availability, session durations, call dispositions and much more, which helps you to catch all the metrics you need to measure and guide the performance of queue agents or representatives.
All queue reports can be displayed in nice-formatted tables and informative charts. You can also export the reports in colorful PDF files or CSV for Excel compatible datasheets.
Real-time Queue Monitor
Realtime dashboard is one of the most useful features of Asternic Call Center Stats. It allows you to know the agent activity at the moment, where you can pause or remove members from queues. And as a manager, you can also spy the calls in progress, coach your agent using whisper method during the call, or barge into the call if necessary. All these can be done in your Web browser, without the need to install anything on the client side, greatly contributed to your S-Series VoIP PBX queue management.
Easy-to-Search Queue Log
When you need to query a specific call in the queue, you don’t need to search line by line in a massive database. Asternic offers an intuitive search form, which will show a quick result from your query. You can search by caller ID, agent, queue, call duration, unique ID and date ranges. Asternic will fetch and sync queue logs from the S-Series VoIP PBX automatically.
Advanced Queue Feature of S-Series VoIP PBX
By using an S-Series VoIP PBX, you can create your own professional queues, which helps you to control how the incoming calls are routed to the agents and what callers hear and do while waiting in the line. You can do some basic settings like customizing names for different queues, configuring queue ring strategy, setting failover destination and etc. In addition, Yeastar also offers some exceptional caller experience settings. For example, you can create your own “Music on Hold” prompt that well fits your brand image and conduct customer survey with DTMF information collected after a corresponding prompt played at the end of the call. Other robust features relevant to queue are abound, you can explore more in our S-Series VoIP PBX Administrator Guide.
To integrate your S-Series VoIP PBX with Asternic Call Center Stats, there are some prerequisites. You will need to install Asternic on a separate Linux server and do some corresponding settings.
For more information on how to integrate your PBX with the software, please click here.