New Live Queue and Agent Monitoring Solution Bridges Gap for Cisco UCM Users

Metropolis Technologies today announced the availability of their new solution for Cisco Call Manager users, QLIVE Call Center Monitoring. The product has launched amidst a whirlwind of anticipation in the call center sector, promising to provide real-time wallboards, team dashboards, and KPI monitoring statistics to help call center managers maintain their SLA, as well as to react to communication trends before they escalate.

QLIVE empowers supervisors and agents to self-manage with instant feedback on daily call statistics and trends. Screens are easy to configure and comprehend with graphical tools to display information on all active and waiting calls, agent availability, peak call volume, as well as current call abandonment rates.

Real-Time Call Center Metrics Include:

• Service Level
• Agent Availability
• Active and Waiting Calls
• Call Abandonment Rate
• Average Queue Time
• Average Handle Time
• Longest Call in Queue
• Average Speed of Answer

Having successfully soft-launched in select markets in late 2015, QLIVE fills a notable gap in the market for Cisco users that rely on the routing capabilities of the CUCM but are not yet at the growth point where investing in the cost and staffing resources to upgrade to UCCX makes sense. By monitoring the hunt pilot activity and native queuing capabilities of the Cisco UCM, QLIVE provides users with the continuous performance feedback and cradle-to-grave reporting they need.

To learn more about QLIVE, request a demonstration at http://www.metropolis.com/QLIVE/.

About Metropolis Technologies, Inc.

For over twenty years, Metropolis Technologies has provided advanced call accounting, 911/emergency management and telemanagement applications for businesses of all types in the US and abroad. Their easy to use applications provide advanced call notifications, toll fraud detection and trunk analysis tools help organizations reduce liability, increase revenue, minimize expenses and boost productivity.