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.
David from Myron
This software allows you to monitor the main call related KPIs within the call center industry. I used it to track agent'a Average Call Handling time, listen to recorded calls as a floor supervisor and also to review break times.
As per our IT Department, to ensure this was functioning properly we had to run it on Google Chrome - which could be a deterrent for people who don't have Chrome installed on their PCs. When it came to metrics, there were some glitches and the times didn't match other softwares we also used to track the same metric, this is a big opportunity area for Loway.
Easy to report user activity
Reporting was great. You didn't have to dump to Excel but rather reporting was on screen in graphics.
Hardware based so expensive set up. Doesn't integrate to Salesforce. Not easy to customize. Heavily dependent on support for assistance.
Jeremy from Alhena Services
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.
Response: Loway, Loway
Date: 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.
Diether from German ITSP
Employees number: 51-200 employees
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).
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.
The system wallboard could use some love - but we bolted on a custom one we found on GitHub and it works very well.
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.
Francesco from Infomek
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.
Denver from Exabar
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.
Vladimir from SoftBCom
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.
Numan from DVCOM Tech. UAE
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.