Nmonitoring is a facility for measuring the inbound and outbound metrics of Queue Services and Skill Queue Services and their members/agents.
By time and date:
Incoming CLI or outgoing CLI
Which Queue or Skill Service a call is made from or received
Which member/agent processes or initiates the call
Time taken to answer or get answered
The number of attempts the caller has made before being connected
Length of call
Who ends the call
Successful calls and unsuccessful calls (answered/unanswered)
Maximum, minimum, average and total waiting time and call processing time
Call breakdown by: member/agent, by dialled number, transferred calls, by Queues, Skill Services and direction.
Start and finishing times of agent sessions.
Reports on the above
Scheduling of Reports