AQMON

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Revision as of 14:31, 4 October 2012 by Vesna Selimovic (Talk | contribs)

AQMON is a call center application that allows supervisors to monitor agent activity. Using AQMON supervisors can determine a variety of things about agents such as: who is on call, who is calling, who is being called, who is paused, how long each agent stays in one state ( one call, idle, etc. ) ; as well as take control of calls by listening in, hanging up, or transferring. In addition supervisors using AQMON may monitor queues to see how many callers are waiting. It is even possible to generate real-time graphs for a quick glance at the data.


AQMON


In order to use AQMON, you must use the AQPTool.

You can use any extension to log into the AQPTool.

Once in the AQPTool, fill in all the required information for AQMON, including:

1. The extension/secret (Please note that you need to enable "Monitor Queues" for extension otherwise you will not be able to use AQMON).

2. Server

3. Various Permissions ( which agents and monitors should be monitored, which information should be displayed, etc.)


Installation Guide

STEP 1. Download the Aqmon application from Bicom Systems.

STEP 2. Run the .exe Setup file. On the Welcome window, press NEXT.

AQMON Setup

STEP 3. Select a folder in which to install AQMON and press NEXT.

AQMON Setup








STEP 4. Press NEXT.

AQMON Setup







STEP 5. Review the configuration and press NEXT.

AQMON Setup







STEP 6. Wait while the application installs.

AQMON Setup







STEP 7. When the installation Successful screen appears, press FINISH.

AQMON Setup







STEP 8. Enter your Profile Name and Permissions File ( to learn how to obtain a Permissions File read the AQPTool Installation Guide below ) and press OK.

AQMON Setup







STEP 9. Select YES to register the application.

AQMON Setup







STEP 10. Enter the License Number provided to you by Bicom Systems and press OK.

AQMON Setup







STEP 11. Press OK and AQMON is ready to use!

AQMON Setup

AQPTool Installation Guide

STEP 1. Download the AQPTool application from Bicom Systems.

Step 2. Run the .exe Setup file. On the Welcome window, press NEXT.

AQPTool Setup







STEP 3. Select a folder in which to install the AQPTool and press NEXT.

AQPTool Setup







STEP 4. Press NEXT.

AQPTool Setup







STEP 5. Review the configuration and press NEXT.

AQPTool Setup







STEP 6. Wait while the application installs.

AQPTool Setup







STEP 7. When the Installation Successful screen appears, press FINISH.

AQPTool Setup







STEP 8. When the AQPTool opens up, enter your Serve, Extension, and Secret to connect.

AQPTool Setup








Features

Full Screen View

Application can be set to full screen view - usually used in environments where a large LCD is used in call center organizations.

f1.png






Monitor Slide Show

Queue monitoring can be set as a slide show, as well as the slide show interval in seconds.

f2.png







Queue Monitoring Permissions

Queue monitoring permissions restrict which queue a given user can monitor.



Total Calls

Displays the number of total of calls received during an ongoing work day.

f4.png






Answered Calls

Displays the total number of answered calls during an ongoing work day.

f5.png






Agents Busy

Displays the total number of agents currently busy.

f6.png





Agents Idle

Displays the total number of agents currently not busy and waiting for an incoming call.

f7.png





Agents Not Ready

Displays the total number of agents logged in but not currently ready to accept an incoming call.

f8.png





Calls Waiting

Displays the total number of calls waiting in the queue to be answered by the next free agent.

f9.png





Manager output

Manager system output is a useful tool for troubleshooting and debugging. This option is designed for administrators.

features-1.png









Color Threshold

Used to define which colour should be used for a particular event if the number is larger than zero.

f10.png







Show queues

Select all or a particular queue to be shown.

features-2.png








Show Agents

Select all or particular agent(s) to be monitored.

features-3.png








Agent name

Shows agent name.

features-4.png






Extension number

Shows agent's extension number.

features-5.png






State

Shows agents' current status, e.g. Not Ready , 'Idle' , or 'Talking'.

features-6.png






Caller ID

Shows caller ID, number dialing the queue.

features-7.png






Time in State

Shows agent's time in current call.

features-8.png






Waiting caller

Shows the total number of callers waiting in a particular queue.

features-9.png








Agents logged in

Shows the total number of agents currently logged into a particular queue.


features-10.png








Agents on a call

Shows the total number of agents currently on a call.

features-11.png






Agents idle

Shows the total number of agents currently idle.

features-12.png








Agents not logged

Shows the total number of agents not logged into a particular queue compared to the total number of agents assigned to that queue.


features-13.png








Agents not ready

Shows the total number of agent not ready to receive an incoming call.

features-14.png





Threshold


f11.png






Service Level

f12.png






Alerts


f13.png






Operating Systems: Windows, Mac

The application can be installed on Windows and MAC.