Great for intraday & day of the week analysis; Simple and very easy to use

Pros

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.

Cons

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.

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.

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.

Queuemetrics Integrators

Pros

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.

Cons

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

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.