Warning: this might belong in the Open QueueMetrics Addons forum instead...
We have been approached a time or two about a unified reporting for the multi-modal contact center concept. These contact centers use a combination of voice, chat, email, etc... to communicate, but would like a single pane of glass for reporting.
Since many of these are Asterisk / QM based already, what kind of an addition to QueueMetrics would adding tracking of LiveChat functionality, for instance? What we would like is for realtime and ad hoc reporting to reflect not only time on call but time "in chat" with a "live help" button as well as the normal voice queue metrics.
I'll admit that this idea isn't fully baked at this point, but I've heard it enough that I'm considering a proof of concept around this. I'm not 100% convinced that QM is the solution, but if anyone else out there is considering this, let me know.
Anyone from the QueueMetrics side of the house thought about this?
TIA!
