QUEUEMETRICS INTEGRATION
The UCM now supports QueueMetrics, highly scalable monitoring and reporting suite that addresses the needs
of thousands of call centers worldwide and offers a broad range of benefits and services.
UCM currently supports the following features with QueueMetrics: Agent login, Agent Logoff, Realtime
Monitoring-Pausing, Realtime Monitoring-Barging, Realtime Monitoring-Transferring, Realtime Monitoring-End
calls, Generating Performance Report-Quick and Agent today.
API Configuration Parameters
Configuration page of the QueueMetrics can be accessed via admin login, on the UCM Web GUI→Value-added
Features→QueueMetrics.
To Integrate QueueMetrics with the UCM, please follow the steps below:
1. Enable the option QueueMetrics Integration.
2. Enter the QueueMetrics URL provided.
3. Set the Username and the account code to the account name and password provided from QueueMetrics.
4. Click on Save and Apply Changes.
Figure 290: QueueMetrics configuration
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