About QueueMetrics

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 ...


Read More

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

20 Reviews of QueueMetrics

Average User Ratings

Overall

4.62 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(16)

16

4 stars

(3)

3

3 stars

(1)

1

2 stars

(1)

1

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 20 results

August 2018

Bruno from Telnowedge

Company Size: 2-10 employees

Industry: Telecommunications

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

August 2018

One Stop Reporting

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.

January 2020

ABSALON TEIXEIRA DO from Central IT

Company Size: 10,000+ employees

Industry: Telecommunications

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

January 2020

in queue management and attendants I don't know better tool

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.

Pros

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.

Cons

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.

July 2016

Diether from German ITSP

Company Size: 51-200 employees

Industry: Telecommunications

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

July 2016

Easy to use - excellent value

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.

January 2020

Numan from DVCOM TECHNOLOGY LLC

Company Size: 51-200 employees

Industry: Telecommunications

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

January 2020

Queuemetrics 19.x is rocking.

5/5 stars

Pros

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.

Cons

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

April 2017

Jeremy from Alhena Services

Time Used: Free Trial

Review Source: Capterra


Ease-of-use

1.0

Value for money

2.0

Customer support

2.0

Functionality

2.0

April 2017

Feedback on QueueMetrics + Wombat (dialer)

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 from Loway

Replied 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