QueueMetrics Software


 

QueueMetrics is a call center management solution for large and midsize call centers running Asterisk. On-premise and cloud-based deployments are available, and both database and flat file data storage are supported. QueueMetrics offers call and agent reporting, call performance monitoring and analytics.

QueueMetrics allows users to create customizable reports on call center activities with a focus on contact center reporting. Managers can measure agent activities, business targets and conversion rates in a unified dashboard view.

QueueMetrics features agent reporting that allows team managers to view agent status and activities in real time. This functionality can also be used to listen to live calls and watch agent screens through a virtual network computing (VNC) client.

The software is compatible with most versions of Asterisk. Support is provided via the phone, email, live chat and support forums. Monthly subscriptions and per-license pricing options are available.

 

QueueMetrics - Agents on queue
 
  • QueueMetrics - Agents on queue
    Agents on queue
  • QueueMetrics - Call center monitoring
    Call center monitoring
  • QueueMetrics - Real-time data
    Real-time data
  • QueueMetrics - Feedback reports
    Feedback reports
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, HP-UX, AIX, Solaris, Unix, IBM OS/400, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10

11 Reviews of QueueMetrics

Showing 1-11 of 11

 

Start your review of QueueMetrics

Click to start
https://www.softwareadvice.com/call-center/queuemetrics-review/

Numan from DVCOM TECHNOLOGY LLC
Number of employees: 51-200 employees Employees number: 51-200 employees

August 2018

August 2018

The Best Call Center suite when comes to Asterisk Open Source telephony.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

QueueMetrics has higher ROI as compare to others products and solutions available in market.
It's also one of the most cost effective solution available for call center industry.

Pros

Queuemetrics is one of the most mature & details statistical reporting & call center management platform available for open source Asterisk telephony.
It offer great variety of details reports, queues & agents management, quality assurance, call grading etc.
With ease of call recording and marking.
The core engine has high performance and reliability with ability to customize the call routing using Asterisk dialplan.
Queuemetric provide very accurate reporting & statistics with ability to export it to others formats.
We made 50+ installation in MENA region and all of these installations are highly successful with higher ROI for the end user.

Cons

Ability to customized the dialplan as per requirements.

Review Source: Capterra
 

Rob from Connection Telecom Pty Ltd
Number of employees: 51-200 employees Employees number: 51-200 employees

August 2018

August 2018

QueueMetrics Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Meeting service levels

Pros

Measures all the metrics of a call centres performance you can imagine.

Cons

Nothing in particular, the wall boards have been vastly improved

Review Source: Capterra
 

Martin from Voxoni SAS
Number of employees: 2-10 employees Employees number: 2-10 employees

August 2018

August 2018

Queuemetrics, the best option for asterisk call centers

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

More than 8 years using Queuemetrics, totally satisfied

Pros

Queuemetrics is a comprehensive and good looking software to complement the call center administration for asterisk based telephony systems.

Cons

Nice wallboard and online displays, Integrated agent environment, lot of metrics, QA, many others

Review Source: Capterra
 

Bruno from Telnowedge
Number of employees: 2-10 employees Employees number: 2-10 employees

August 2018

August 2018

One Stop Reporting

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

QM help TelNowEdge and our customer to measure QOS in a timely way (which could be Daily/Weekly/Monthly,...)
Combined with TelNowEdge Distro, we provide Call-Center agility like none of our competitors.
QM is an excellent operations tools, but also provide a great help in selling the overall solution to prospects.

Pros

Behind the ease of installation, QM is a tool which handle a very large variety of reporting giving an holistic view of both the Customer Quality Of Service AND the Agent Quality Of Operations.
The recent add-on with dashbord make the whole product so attractive for Call-Center.

Cons

Before A.I. become the baseline of QM (2020 ?) what is definitively lacking is a report generator.
It would be so great to be able to design (and run immediately) a report allowing to cross data from various source (Queues, Agents, ...) based on private requierments.

Review Source: Capterra
 


March 2018

March 2018

Admin for the software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Easy to report user activity

Pros

Reporting was great. You didn't have to dump to Excel but rather reporting was on screen in graphics.

Cons

Hardware based so expensive set up. Doesn't integrate to Salesforce. Not easy to customize. Heavily dependent on support for assistance.

Review Source: Capterra
 

Jeremy from Alhena Services

April 2017

April 2017

Feedback on QueueMetrics + Wombat (dialer)

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

As opposed to other reviews on this website, I'm disapointed by the software:
1- Very difficult to stabilize: installation is quick, but there are a LOT of small things to adjust
2- Total cost is higher than expected: licences are quite cheap versus the market leaders (vocalcom etc..)... But I had to pay for remote support hours to Loway + my Asterisk consultants.... After 3 months of real-life usage, I would definitely had made another choice of software: choosing a more professional software would have cost me more upfront, but would have saved me a lot on consulting services and operational issues
2- No prioritization of inbound versus outbound. Very bad for businesss!
3- Very, very, very bad user interface. For example, they use like 10% of screen space to put their logo!! I dont care about their logo.!!! Agents in my call centers are using a lot of other applications and screen space is scarce
4- For outbound, no automatic wrap-up, not even 1 second. This is against labor law in many european countries.

Review Source: Capterra

  Response: Loway, Loway

Date: June 2017

June 2017

 

Thank you for taking the time to review our products.

Loway's policies let customers test-drive the software for 1 and in some cases 2 entire free months; this is because we strongly believe that only by seeing it in use you can understand its benefits and see if it's a good fit for you.
Our software is used in many thousands of installations worldwide, and local laws may vary a lot from one country to another, it's up to you to assess local compliance.
Our software is built to be extensively customizable in user interface and functionality; refer to documentation on how to do it or attend one of our free webinars for features and usability presentation.

Our e-mail support is completely free; we will guide you through the entire installation and issues resolution process, both during the trial phase and - of course - in production. Contact the e-mail support for more information.

Free download the newest version of QueueMetrics and send us your feedback.

Loway Team

 

Diether from German ITSP
Number of employees: 51-200 employees Employees number: 51-200 employees

July 2016

July 2016

Easy to use - excellent value

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We have been using QueueMetrics Live to run three mid-sized call-centres for ~6 months now. The experience was pretty good, as the product was set up in minutes and we had an initial onboarding session with a technician. QueueMetrics is easy enough so that supervisors can use it without any formal training, and still gets you a huge treasure chest of statistics to monitor everything (and, frankly, more than you will use in a lifetime).

Pros

It is very easy to run, and whenever there is a need for some special metric, you'll discover it's already there. The real-time view is very complete. Automated PDF reports over email were a definite plus for us.

Cons

The system wallboard could use some love - but we bolted on a custom one we found on GitHub and it works very well.

Advice to Others

The general impression is that the software is very accurate and reliable, in a way that is methodical and quite Swiss. It does not try to "catch your eye" but we found that people are won over when they start working with it. Agent training is quite easy because it makes their life easier than using a phone.

Review Source: Capterra
 

Francesco from Infomek

May 2016

May 2016

A Leader, with more than 10 years of experience on Call Centers based on Asterisk, Elastix, FreePBX

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

As Asterisk consultant I have tested many Call Center management software. When I tried Queuemetrics I confirmed that its power is having grew up during last 10 years with many Call Center in the world, so it include a great set of featured based on real cases and needs.

A great benefit is that you can install QueueMetrics and try it for free during 30 days, the perfect period to view all the monthly cycle of your Call Center. And after few installation steps you can import your queue_log and execute more than 130 metrics on the historical data and appreciate what QM can show you.

GUI in many languages; support in English, Spanish and Italian.

Review Source: Capterra
 

Denver from Exabar

May 2016

May 2016

Exabar has enjoyed great success in providing QM to our Call Center Clients here in Texas.

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

For over 10 years, Exabar has provided Hosted VoIP and IP PBX services to 100's of small and medium sized businesses primarily located in Texas. One of our clients who operates a 50+ seat Call Center in Austin, TX was looking to improve their Monitoring and Reporting Capabilities. To address this need, Exabar ultimately partnered w/ Loway to provide our Client with QueueMetrics. The result has been phenomenal! QueueMetrics dovetails nicely w/ Exabar's Hosted VoIP (Asterisk) offering. Installation was straight forward and the support we have received from Loway has been outstanding. QueueMetrics works as advertised, is well documented to include online detailed manuals, YouTube videos, an active forum and much more. If you are looking to greatly improve the monitoring and reporting capabilities of your Call Center, and you are utilizing an Asterisk based IP PBX, look no further than QueueMetrics. It is powerful, easy to implement and affordable.

Review Source: Capterra
 

Vladimir from SoftBCom

May 2016

May 2016

A comprehensive suite for Asterisk based call centers with integration capabilities

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

A lot of ready detailed reports, on-line monitoring, real quality management. Capabilities of integration with CRM or other applications in some cases are very useful. Installations on premises, in the cloud, joint or separate installations with Asterisk.

Review Source: Capterra
 

Numan from DVCOM Tech. UAE

May 2016

May 2016

Excellent Product and great user interface.

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

As a solution architect I have deployed Queuemetrics as a call center solution to hundreds of client across globe. My clients are really happy and satisfied with all reports and statistics. Queuemetrics really offer an extensive and comprehensive reportings, agents management and realtime dasbboard.
Highly recommended.

Review Source: Capterra