Call Center SimulatorQueueWiz© Loway 2013

®

M. Sabot © Loway 2013

2

QueueWiz is the first free web app for interactive, quick and accurate call center sizing, cost and revenue simulation.

Features:

• Interactive Traffic Intensity Simulation• Agents Engagement Time Measurement• Wait Times, Call Lengths, Queue sizes • Revenue per Call and per Agent• Hourly costs, gross and margin• Free of Charge

M. Sabot © Loway 2013

3

QueueWiz.QueueMetrics.Com

Free At

M. Sabot © Loway 2013

4

How to manage your online simulations

M. Sabot © Loway 2013

5

Steps of Simulation:

• Insert your call center data in the left-hand panel and see real time analysis on the right-hand Panel.

• Save and share your simulation with the blue social button.

• For help about each panel section look for pop up Info icons.

• For free try of the Advanced Call Center Suite QueueMetrics click the top title button.

M. Sabot © Loway 2013

6

Enter expected number of calls and incoming available lines. This will set physical limits of the queue.

M. Sabot © Loway 2013

7

Enter number of available agents, expected call duration in minutes and the maximum number of queued customers.

M. Sabot © Loway 2013

8

Enter hourly agent salary, profit per each call and probability of profit per each call.

M. Sabot © Loway 2013

9

The Simulation Panel measures call center traffic intensity, portion of time agents are busy or free and the chance for the queue to get full.

M. Sabot © Loway 2013

10

The Panel shows on hourly base the expected waiting time, the call duration, the on hold calls, the queue size, refused calls and the average calls received while the agent is busy.

M. Sabot © Loway 2013

11

This Panel calculates the economic costs and income of your simulated call center, providing measurement of hourly calls per agent, revenue per call, revenue per agent, total revenue, cost and gross margin.

M. Sabot © Loway 2013

12

This Graph displays the percentage of waiting before being switched to an agent.

M. Sabot © Loway 2013

13

This Graph shows the probability for a given number of lines to be in use.

M. Sabot © Loway 2013

14

Clic the Social blu Button to save and share your simulation

M. Sabot © Loway 2013

15

About Us.

Advanced Call Center Software Solutions for the Asterisk PBX. Since 2004, Loway is leading the way in development of advanced software solutions for the Asterisk PBX. With QueueMetrics we set up modern standards for call center performance measurement. WombatDialer is a flexible, easy to use outbound dialing platform.Our Mission is to put Swiss passion for precision and reliability at your service. At Loway: our way is your way.Measure. Improve. QueueMetrics: www.queuemetrics.comWombatDialer: www.wombatdialer.com Facebook: www.facebook.com/queuemetricsTwitter: www.twitter.com/queuemetricsLinkedin: www.linkedin.com/company/loway

M. Sabot © Loway 2013

16

QueueMetrics is our Advanced Call Center Software Solution Suite.

- Measure your targets, conversion rates and agent activities.- Create accurate reports and statistics.- Set security and privacy on individual queues.- Support virtual and multi-tenant production environments.- Improve your business.

queuemetrics.com

Thanks for Using QueueWiz!

MEASURE. IMPROVE.