Bewertet am 11.2.2020
Great for intraday & day of the week analysis; Simple and very easy to use
Vorteile: 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.
Nachteile: 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.
Bewertet am 17.1.2020
in queue management and attendants I don't know better tool
Absalon teixeira do J.
Kommentare: 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.
Vorteile: 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.
Nachteile: 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.
Bewertet am 5.7.2016
Easy to use - excellent value
Kommentare: 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).
Vorteile: 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.
Nachteile: The system wallboard could use some love - but we bolted on a custom one we found on GitHub and it works very well.
Bewertet am 13.4.2017
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.
Antwort des Softwareanbieters
von Loway an 28.6.2017
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.
Bewertet am 6.8.2018
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.
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.
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.
Bewertet am 27.1.2020
Queuemetrics 19.x is rocking.
Kommentare: 5/5 stars
Vorteile: 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.
Nachteile: The installation is straight forward and high performance while executing ton of data.
Bewertet am 11.2.2020
Best Call Center suite for Asterisk system
Kommentare: It provides greate detail insights of call center operations, to help management understand the challenges and overall productivity, allows management to allocate resources more efficiently.
Vorteile: Easy integration with Asterisk, easy to use and stable.
Nachteile: Some terms and figures are not easy to interpret at one glance.
Bewertet am 24.1.2020
Best Call Center and productivity Metrics.
Vorteile: It´s very eady to use by a supervisor and call center agent. It has so many useful reports that you can customize, and also make your own operation dashboard.
Nachteile: This software is exceptional for calls but it doesn´t run with omnichannel and social media solutions.
Bewertet am 23.1.2020
Great Tool - Useful and practical
Kommentare: We solved reporting issues, we optimized our queues, grew sales and stoped losing phone calls.
Vorteile: We can monitor and control all kind of metrics that before we couldnt or was very complex to measure.
Nachteile: It has an implementation stage, but is the usual with this platforms
Bewertet am 20.1.2020
Easy to use, value for money, scalable and easy to customize
Vorteile: Queuemetrics is easy to use, configure and customize. Great tool to measure agent and overall call center performance.
Nachteile: Queuemetrics doesn't offer clients an option to purchase a perpetual license.
Bewertet am 25.1.2019
Kommentare: Overall experience was good, retrieving information from it was very simple and it helped us to have accurate data and on time. Sometimes when you are loading too much info it takes a while but every function is explained simply. When doing QA dowloading the call was easy.
Vorteile: It helped a lot in the data that we retrieved from it since it was very easy to use and also very accurate.
Nachteile: It takes a while to see live results and the software can be a little heavy when having too much info in it. Do not retain old data which sometimes can be frustrating.
Bewertet am 6.8.2018
Queuemetrics, the best option for asterisk call centers
Kommentare: More than 8 years using Queuemetrics, totally satisfied
Vorteile: Queuemetrics is a comprehensive and good looking software to complement the call center administration for asterisk based telephony systems.
Nachteile: Nice wallboard and online displays, Integrated agent environment, lot of metrics, QA, many others
Bewertet am 24.8.2019
All reports for call center
Vorteile: Any report I need can be extracted from QM
Nachteile: Some time delay in licensing, it takes time issue license
Bewertet am 6.8.2018
Kommentare: Meeting service levels
Vorteile: Measures all the metrics of a call centres performance you can imagine.
Nachteile: Nothing in particular, the wall boards have been vastly improved
Bewertet am 20.3.2018
Admin for the software
Kommentare: Easy to report user activity
Vorteile: Reporting was great. You didn't have to dump to Excel but rather reporting was on screen in graphics.
Nachteile: Hardware based so expensive set up. Doesn't integrate to Salesforce. Not easy to customize. Heavily dependent on support for assistance.
Bewertet am 13.5.2016
Exabar has enjoyed great success in providing QM to our Call Center Clients here in Texas.
Kommentare: For over 10 years, Exabar has provided Hosted VoIP and IP PBX services to 100's of small and medium sized businesses primarily located in Texas. One of our clients who operates a 50+ seat Call Center in Austin, TX was looking to improve their Monitoring and Reporting Capabilities. To address this need, Exabar ultimately partnered w/ Loway to provide our Client with QueueMetrics. The result has been phenomenal! QueueMetrics dovetails nicely w/ Exabar's Hosted VoIP (Asterisk) offering. Installation was straight forward and the support we have received from Loway has been outstanding. QueueMetrics works as advertised, is well documented to include online detailed manuals, YouTube videos, an active forum and much more. If you are looking to greatly improve the monitoring and reporting capabilities of your Call Center, and you are utilizing an Asterisk based IP PBX, look no further than QueueMetrics. It is powerful, easy to implement and affordable.
Bewertet am 30.7.2019
Kommentare: I used it for monitoring and metrics Analysis.
Vorteile: Easy to use, a lot of options and number base
Nachteile: Too old, sophtphone issues and takes too long to start
Bewertet am 30.5.2016
A Leader, with more than 10 years of experience on Call Centers based on Asterisk, Elastix, FreePBX
Kommentare: As Asterisk consultant I have tested many Call Center management software. When I tried Queuemetrics I confirmed that its power is having grew up during last 10 years with many Call Center in the world, so it include a great set of featured based on real cases and needs. A great benefit is that you can install QueueMetrics and try it for free during 30 days, the perfect period to view all the monthly cycle of your Call Center. And after few installation steps you can import your queue_log and execute more than 130 metrics on the historical data and appreciate what QM can show you. GUI in many languages; support in English, Spanish and Italian.
Bewertet am 13.2.2020
Great for government reporting
Vorteile: The number of detail reports available and the ability to customise and email them.
Nachteile: Can use a lot of resources for large volume, long period queries. As in a 9000 call a month help line over a year period.
Bewertet am 8.1.2020
Tracks Progress Good
Vorteile: It was easy to use. Made making sure employees were reaching monthly goals easy.
Nachteile: We were pleased all the way around with this software.
Bewertet am 13.5.2016
A comprehensive suite for Asterisk based call centers with integration capabilities
Kommentare: A lot of ready detailed reports, on-line monitoring, real quality management. Capabilities of integration with CRM or other applications in some cases are very useful. Installations on premises, in the cloud, joint or separate installations with Asterisk.