QueueMetrics Reviews

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.

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.

Pros

This offers a user friendly and feature rich interface that makes both contact center administration and day to day operational support for agents much more manageable. Installation is easy and it integrates well with Asterisk based environments like Isabel, Vicidial and others. The way it segments campaign permissions and other access keys is really helpful since it ensures users and administrators only see what is relevant to their roles. It also makes exporting information very convenient, whether to Excel, PDF or other formats.

Cons

Something that could make it even better would be more flexible licensing options for handling specific onsite numbers of agents. At the moment, the available plans are limited to 10, 20, 50, 100 or an unlimited number of agents.

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.

Pros

It is a very simple tool to set up and start using in any call center and its real time dashboard is excellent for tracking the performance of every campaign.

Cons

I'm hoping they add support for integrating social media channels and their metrics into the software soon.

Pros

Having worked with reporting tools for years, I still this platform as the leading option for dashboards and reporting in contact centers, CCaaS, call centers and more broadly across Asterisk based UCaaS environments. It's easy to purchase, install and start using.

Cons

There are a few limitations when it comes to building highly customized reports but Loway's development team does offer services to cover those needs.

Pros

As an IT and VoIP service provider, we've been recommending and installing QueueMetrics to our clients as a call center suite for the past five years. The biggest advantage is that it simply does what it's supposed to without creating extra hassle. Since we specialize in call centers, it lets us offer our clients every feature they need and even more and we can roll things out in a relatively short time. That speed gives us a real advantage in this market.

Cons

Now that there's a tool in place for user and agent management, I really don't have any remaining cons to point out.

Pros

The tool has the detailed reporting we need across the board to perform at our best.

Cons

The home page could be more user friendly which would make it more helpful overall.

Pros

Getting started was incredibly easy and it was up and running in no time. The implementation was simple and the platform is very user friendly. On top of the standard daily reports you'd expect, it also makes creating custom reports within minutes really convenient.

Cons

One downside is that it still isn't very well known so discussing it with other people or finding others familiar with it isn't as simple as it should be.

Pros

There's a wide range of detailed reports available and being able to customize them and have them sent by email is really useful.

Cons

It can be quite resource heavy when running large volume queries over long time periods, such as analyzing a 9,000 calls per month help line across a full year.

Pros

It's range of preferences and filtering options available has cut my data extraction and analysis time by more than half. The wallboard feature is also extremely useful and can be customized without much trouble even by an average user like me. On top of that accessing and listening to call logs is incredibly convenient.

Cons

Because it's web based, the login session expires if the application sits idle for too long while extracting reports. Still, that's a very minor downside and completely understandable from a user perspective.

Pros

Integrating it with Asterisk was quick and once it was set up, the software was simple to work with and consistently stable.

Cons

A few of the terms and figures aren't immediately clear and can take a moment to understand at a glance.

Pros

Since the 19.x release, QueueMetrics has really stepped up with its Initiative & Response web interface and a much better reporting structure. The realtime monitoring and wallboard features are especially useful for call center managers who need to keep an eye on ongoing activity across the call center. Installation is quick and the system performs very well even when processing large volumes of data.

Cons

I haven't noticed anything I didn't like while using this.

Pros

As both a supervisor and a call center agent, using it feels very simple. It comes with a wide range of useful reports that can be customized and you can even build your own operational dashboard.

Cons

It works exceptionally well for call handling but it does not support omnichannel features or social media solutions.

Pros

QueueMet lets us monitor and manage all kinds of metrics that used to be impossible to track or at least very difficult and time consuming to measure before.

Cons

There is an implementation phase to go through but that's pretty standard for platforms like this.

Pros

This platform is simple to use, set up and customize to specific needs. It's a really strong tool for tracking both agent performance and overall call center results.

Cons

The downside is that QueueMetrics doesn't give customers the option to buy a perpetual license.

Pros

A clean interface and logical layout makes this a simple but effective tool for managing a call center. The reports include all the information needed to keep operations running properly and whenever something is missing from the standard reports, it can be created directly through the web interface without much trouble. We've been using it for more than 4 years and just renewed the license for another 4, mainly because the cost benefit has been very worthwhile.

Cons

Real time monitoring still has a few weaknesses and it doesn't offer much variety in views out of the box. That said, this can be handled fairly easily by connecting to the database and building the needed views in Python.

Pros

Getting started with it was simple and it made it much easier to keep an eye on whether employees were hitting their monthly targets.

Cons

We were happy with the software overall and didn't run into any real issues.

Pros

Figuring out how to use the platform is simple and it offers plenty of options along with a solid amount of data and number based reporting.

Cons

It feels quite outdated, the softphone has some issues and it takes too long to start up.

Pros

Its been a great help to us in extracting and analyzing data. The platform is very easy to use and the information it provides is also quite accurate.

Cons

Seeing live results can take some time and the software tends to feel a bit heavy when there's too much information loaded into it. It also doesn't keep old data which can be frustrating at times.