Queue Metrics' "custom report" truly gave the word "custom" justice. The different preferences and filtering options available has definitely cut my data extraction & analysis time by more than half. The wallboard function is very helpful and can easily be customized even by a normal user like me. Accessing & listening to call logs has never been this easy.

Since it's web based, in terms of reports extraction, when the application is left idle for too long, the login expires. This is a very negligible downside and very understandable as a user.

We are and IT and VoIP service provider based in Israel, for the last 5 years we've been providing our clients with Queuemetrics as a callcenter suite. Best thing about Queuemetrics is it just gets the job done with no hassle. As callcenter experts we are now able to provide all the features our client requires and more and in a relatively short amount of time which makes a significant advantage in this market.

Now that there's a tool for easy users and agents management I have no more cons to be noted.

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.

In general, when a solution with queuemetrics is implemented in a demo run for the final user, the chances of said user keeping the product are very high.

Our company has been installing queuemetrics for more than 8 years, and over this time we have seen how the product has evolved to the current version and how it has always been improving in terms of implementation and user management. The product is easy to install and to be used by agents and supervisors, versatile to operate and simple in its integration with other software. Good support and good information is provided on the forums and Queuemetrics is always our recommendation for companies that need performance metrics.

Integration with social networks is something that the market is demanding and it would be great if the software could be implemented this way.

5/5 stars

With the release of 19.x Queuemetrics really stand out with initiative & response web interface and improved reporting structure. I like the realtime & wallboard features that help call center manager to monitor the on going activities in call center.

The installation is straight forward and high performance while executing ton of data.