Call Center Stat tools

Comparing a few options to help me manage our queues and agents as we grow and call volume increases.

Currently using FOP2 + Asternic CCS 1.5 (GPL) - this works pretty well

I wish I could also include direct calls in the stats though, to help us trim down transfers, abandons, and other issues.
I also really like the drag & drop functionality of iSymphony, but it seems their queue stat functionality is far below that of Asternic or Queuemetrics. And more features/better interface is always something I’d be open to in general to allow me to do more.


qxact is really nice, we use it pretty heavily. We did initially try asternic but it did not provide some of the functionality that qxact did.