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 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.
QueueMetrics Software - Agents on queue
QueueMetrics Software - Call center monitoring
QueueMetrics Software - Real-time data
QueueMetrics Software - Feedback reports
QueueMetrics Software - Agents on queue - thumbnail
QueueMetrics Software - Call center monitoring - thumbnail
QueueMetrics Software - Real-time data - thumbnail
QueueMetrics Software - Feedback reports - thumbnail

QueueMetrics pricing

QueueMetrics has a free version and offers a free trial.

Starting Price:
Not provided by vendor
Free Version:
Yes
Free trial:
Yes

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QueueMetrics Reviews

Feature rating

Value for Money
4.5
Functionality
4.5
Ease of Use
4.5
Customer Support
4.5
5 reviews of 25 View all reviews
Pin B. Pin B.
  • Industry: Outsourcing/Offshoring
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
0

5
Reviewed on 11/02/2020

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.

Martin C. Martin C.
  • Industry: Telecommunications
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 21/06/2021

Queuemetrics Complemento ideal para callcenter basado en asterisk

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

Pros

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.

Cons

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.

Jeremy P. Jeremy P.
  • Review Source
Value for Money
2
Features
2
Ease of Use
1
Customer Support
2

2
Reviewed on 13/04/2017

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

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

Replied 28/06/2017
Diether H. Diether H.
  • Industry: Telecommunications
  • Company size: 51-200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
4

5
Reviewed on 05/07/2016

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.

Ittai A. Ittai A.
  • Industry: Information Technology & Services
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
5

5
Reviewed on 06/04/2020

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.

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