QueueMetrics
Last Updated
Overview
QueueMetrics delivers detailed call center monitoring and reporting for Asterisk-based environments. While initial configuration may require technical familiarity, the platform provides strong real-time visibility, agent performance insights, and reliable analytics. Nonetheless, teams gain consistent control over inbound and outbound operations without changing their existing telephony setup.
Overall Rating
Based on 20 users reviews
4.8
Rating Distribution
Positive
95%
Neutral
5%
Negative
0%
Starting Price
CHF750
per year
QueueMetrics Specifications
- Call Monitoring
- Call Reporting And Analytics
- CRM Integration
- Real-Time Dashboard
QueueMetrics Features
Agent Monitoring And Realtime Insights
QueueMetrics enables supervisors to monitor agents and queues in real time, tracking occupancy, pause times, lost calls, and active call interactions. Managers can adjust agent distribution on the fly, use whisper, barge, or spy modes, and optimize overall call center performance.
Customizable And Scheduled Reports
The managers can create custom call center reports by selecting relevant data blocks and applying filters such as agent, queue, or location. Reports can be scheduled for automatic delivery via email to multiple recipients, ensuring teams always have up-to-date insights without manual effort.
Dedicated Agent Page
The software provides each agent with a personalized Agent page to track calls, log outcomes and feature codes, and access relevant CRM pages. Agents can also generate self-service reports and monitor their performance throughout the day, promoting accountability and streamlined workflow within a single virtual interface.
Outbound Call Tracking
QueueMetrics enables supervisors to monitor outbound campaigns in real time, tracking agent-initiated calls and overall progress. Using virtual queues, even calls outside standard queues are captured, allowing managers to measure campaign effectiveness, optimize agent activity, and ensure consistent follow-up with customers.
WebRTC Softphone
With its WebRTC softphone, QueueMetrics features allow agents to access a fully functional softphone directly in their browser. This eliminates the need for additional hardware or external applications, allowing seamless call handling, reducing setup complexity, and enabling flexible, location-independent communication while maintaining high call quality.
Pros And Cons of QueueMetrics
Pros
Reduces reporting and analysis time significantly
Provides deep visibility into call center performance
Supports extensive report customization and filtering
Cons
Initial setup can require technical expertise
Limited support for omnichannel or social media
QueueMetrics Reviews
Total 20 reviews
4.8
All reviews are from verified customers
Rating Distribution
5
Stars85%
4
Stars10%
3
Stars5%
2
Stars0%
1
Stars0%
Share your experience
Telecommunications, 11-50 employees
More than a year
“powerful reporting”
Pros
Once the Asterisk PBX is already up and running, getting this implemented is pretty simple. It adds solid call center functionality to the PBX and delivers powerful reporting, along with useful monitoring of the work agents are doing.
Cons
It does require a separate PBX to function so it is not offered as one all in one solution. Administrators also have to manage settings across two different interfaces when configuring everything.
Rating Distribution
Ease of use
10
Value for money
9
Customer Support
9
Functionality
10
Information Technology and Services, 11-50 employees
More than a year
“very easy to use”
Pros
Right from the start, it has been very easy to use. The software is dependable, it never crashes and its modular setup makes it really practical since you can add features such as bookmarks when needed.
Cons
One area that could still be better is the after sales support. It would help if they were more agile when it comes to working with customers and suggesting or developing new features together.
Rating Distribution
Ease of use
10
Value for money
9
Customer Support
9
Functionality
8
Telecommunications, 11-50 employees
More than a year
“quick installation”
Pros
We've been using this software for over 8 years and during that time we've watched the product steadily grow into its current version while continuing to improve especially around implementation and user management. It's doesnt take much time to install, simple for both agents and supervisors to work with, flexible in day to day use and uncomplicated to integrate with other software. The support is solid, the forum documentation is helpful and it remains our go to recommendation for companies looking for strong performance metrics.
Cons
What would make it even better is social network integration since that's something the market is increasingly asking for and would be a valuable addition to the software.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
9
Frequently Asked Questions
What level of support does QueueMetrics offer?
QueueMetrics provides support through multiple channels, including user manuals, live training, FAQs, an active forum, video tutorials, email, and phone assistance to help with installation, configuration, and troubleshooting.
Does QueueMetrics offer an API?
No, QueueMetrics does not offer API access.
What types of pricing plans does QueueMetrics offer?
The software offers both on-premises and cloud plans. On-premises QueueMetrics price starts at CHF 750/year for 10 agents, with larger tiers at CHF 1,500/year (20 agents), CHF 2,400/year (50 agents), and CHF 3,500/year (100 agents). The cloud version, QueueMetrics Live, costs CHF 8 per agent/month. Request a custom QueueMetrics cost or price quotation today.
What language does QueueMetrics support?
QueueMetrics supports English, Spanish, Portuguese, German, and many more languages.
Who are the typical users of QueueMetrics?
QueueMetrics is used by contact centers and teams needing detailed call monitoring, reporting, and performance analytics across various industries and organizational environments.
Does QueueMetrics have a mobile app?
No, QueueMetrics does not offer a dedicated mobile application.
What other apps does QueueMetrics integrate with?
QueueMetrics integrates with select CRM and call center tools, including Vtiger CRM, Salesforce Engage, and WebRTC softphone. These integrations help centralize performance monitoring and streamline workflows.