Qubicle Feature List

Core Features

Modular Architecture

Enables assembling different modules together to form a variety of configurations. Allows handling of different types of sessions, recipients and queues easily.

API Driven

All actions and configuration are API driven.

Real Time Events

Real time events for all actions performed in the queue system.

BLF Support

Configure phones to use BLF to report on current recipient status.

Passthrough Call Properties

Allows a configurable set of properties from the inbound call to be passed along on all relevant event messages. An example would be passing any SIP fields on all queue events for later reporting in a dashboard.

Multiple Layer stuck call prevention

Several safeguards and timeouts to ensure that no calls are stuck in queue, or in limbo.

Integration Features

Callflows Integration

Route any number or extension to a queue. Allows for advanced callflows before and after a queue.

Blackhole Integration

Receive real-time event feed over Websockets.

Basic Queue Features

Round Robin / Least Calls / Least Offers / Most Idle routing strategies

A variety of routing strategies for many different usage scenarios. Routing strategies are easily extendable making adding new strategies simple.

Configurable Hold Treatment

Utilized Kazoo media files, set any hold treatment that you would like per-queue.

Queue timeout

A configurable timeout per-queue that determines how long a session will stay queued.

Queue size limit

A configurable limit to the number of sessions in a queue.

Queue empty timeout

Enabled it will cause a timeout if there are no logged in recipients for a queue.

Timeouts return disposition

All timeouts have a unique reason that can be used for routing decisions after they occur.

Escalation queue / timeout redirection

Redirect a session to a different queue after a timeout.

Wait time estimation

Wait time for all sessions is estimated when a session joins a queue. Adaptive algorithm for high accuracy in varying conditions.

Wrap-Up time

A configurable amount of time before a recipient will be offered another queue call, the recipient can choose to extend or cancel this if needed.

Statistics / Reporting Features

Daily queue stats

Tracks average wait, overall calls, timed out calls, abandoned calls per day.

Agent session stats

Tracks total calls, missed calls, average call time, login time, last action time, last call time per agent.

Historical stats

Queue daily statistics are saved in MoDB.

Call Center Light UI Features

Allows agents to login and logout of the queue system.

Agent can set themselves away for breaks

Agents can set themselves unavailable for a period of time

Wrap-Up management

After handling a queue call the agent is given an amount of “Wrap-Up” time to prepare for the next call. The interface displays this timer, and allows extending or canceling of time.

Convenient display of agent metrics

A snapshot of performance metrics is easily displayed for agents.

Easy configuration of queues

Configuration of queues is simple and quick.

Modify queue membership

Easily change / view queue membership

Snapshot overview of all queues

Provides an overview of all queues and their basic metrics.

Real-Time call information

Provides real-time call information to agents

Overview of agents in queue

Provides an overview of all agents in a given queue, and their current status (ready, away, on a call)