Call Center Stat tools

General Help
1

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.

Thoughts?

2

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.