We began monitoring our Call Center using Queue Metrics from our Rush Month in the year (which is in Ramadan Month in Egypt and Islamic countries) and we received a lot of calls during this month and a lot of calls (about 50% of calls Unanswered) which was lost before this month and we need to monitor our Call Center and know the number of Agents in any shift and we need to generate Call Center reports for Answered and Unanswered calls for both internal and external calls in our Call Center and we found that Queue Metrics meet our Call Center needs and then we installed it and then we put Wall Board in the Call Center to make agents see Internal and External waiting calls. So , We used Queue Metrics to Monitor our Call Center and we found it really useful for us and the Call center performance was enhanced and we want to thank you about this product.

Eng. Ahmed Mohamed Khairy Abd El Bary
Children's Cancer Hospital (57357), Egypt