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.

we are very happy to work with Queuemetrics, they have an efficient support and everything works well.

It's easy to implement when the asterisk pbx is already working. it empowers the pbx for callcenter features and provide powerful reports and monitoring the work agents do.

you need to have a separate pbx in order to make it work, it doesn't come together as a single thing. Administrators need to work on two interfaces in order to set up things.

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.

The productivity of our call center increased immediately and have kept that level since the beginning of Queuemetrics.

Queuemetrics it is a tool very easy to implement and use in any call center, and the dashboard on real time is amazing to evaluate the performance of all campaigns.

I hope they can add the possibility to integrate social media channels and metrics to the software very soon.

Excellent

We like Queuemetrics Live, its incredibly easy to set up and run with. All hosted by Loway so simple to deploy and easy to use. Not just on the daily reports that you would want but also very easy to create custom reports within minutes.

It is not as well known. So talking to people about it is not as easy as it should be.

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.

Ease of use, reliable software, never crashes. It is functional as it is modular and you can add bookmark functionalities for example.

I thought that it could be improved, in the after-sales support, that is, to be able to propose functionalities in an agile way, with you.

Because of its clean interface and easy understanding times a simple and effective tool to manage the call center, in their reports they have all the information necessary for the smooth running of the processes and when we need some information that does not have in the native reports, We can easily create directly in your web interface. We have been with it for more than 4 years and have just renewed the license for another 4 years, because its cost benefit really is very good.

Because of its clean interface and easy understanding times a simple and effective tool to manage the call center, in their reports they have all the information necessary for the smooth running of the processes and when we need some information that does not have in the native reports, We can easily create directly in your web interface. We have been with it for more than 4 years and have just renewed the license for another 4 years, because its cost benefit really is very good.

In its real-time monitoring, it has some flaws and there is no divergence of views, easily solved by connecting to your database and creating the views in python.

En todas las empresas donde se ha instalado (mas de 20) la satisfacción es muy alta.

Tiene una interfaz de usuario intuitiva y completa que facilita mucho tanto las labores de administración de un contact center como el apoyo operativo para los agentes. Es facil de instalar y de integrar con entornos asterisk como Isabel, vicidial y otros. La segmentación de permisos de campañas y otras llaves permite que los usuarios y administradores solo puedan ver lo que les compete. Permite exportar información fácilmente a excel, PDF y otros.

Quizá sería útil contar con licencias que permitan manejar onsite números específicos de agentes. actualmente solo están disponibles las opciones de 10, 20, 50, 100 e ilimitado numero de agentes.

Overall experience was good, retrieving information from it was very simple and it helped us to have accurate data and on time. Sometimes when you are loading too much info it takes a while but every function is explained simply. When doing QA dowloading the call was easy.

It helped a lot in the data that we retrieved from it since it was very easy to use and also very accurate.

It takes a while to see live results and the software can be a little heavy when having too much info in it. Do not retain old data which sometimes can be frustrating.

It´s very eady to use by a supervisor and call center agent. It has so many useful reports that you can customize, and also make your own operation dashboard.

This software is exceptional for calls but it doesn´t run with omnichannel and social media solutions.

It provides greate detail insights of call center operations, to help management understand the challenges and overall productivity, allows management to allocate resources more efficiently.

Easy integration with Asterisk, easy to use and stable.

Some terms and figures are not easy to interpret at one glance.

We solved reporting issues, we optimized our queues, grew sales and stoped losing phone calls.

We can monitor and control all kind of metrics that before we couldnt or was very complex to measure.

It has an implementation stage, but is the usual with this platforms

Queuemetrics is easy to use, configure and customize. Great tool to measure agent and overall call center performance.

Queuemetrics doesn't offer clients an option to purchase a perpetual license.

QueueMetrics is used by 100% of our customer dealing with call queuing. It includes ToP 50 French Enterprises as well as smaller call center which deliver Managed Services with real time SLA reporting

After studying Reporting Tools for years, QueueMetrics (c) Loway remains the top leader in dashboard and reporting for Contact Center (CCaaS), Call Center and generally for all UCaaS Asterisk based solution. Easy to buy, install and use.

There are some restriction in buildings very customized report, but the Loway development team provide such a service.

Meeting service levels

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

Nothing in particular, the wall boards have been vastly improved

Detailed reporting on everything we need to perform best, QM have.

Home page can be more user friendly, will be helpful.

I used it for monitoring and metrics Analysis.

Easy to use, a lot of options and number base

Too old, sophtphone issues and takes too long to start

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.

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.

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.

The number of detail reports available and the ability to customise and email them.

Can use a lot of resources for large volume, long period queries. As in a 9000 call a month help line over a year period.