Queue Metrics Call Center Analytics

QueueMetrics is a management, monitoring, and reporting suite designed specifically for contact centers that utilize Asterisk as their PBX system. Developed by Loway, a company known for its innovations in the call center industry, QueueMetrics offers a powerful solution that caters to the needs of thousands of contact centers worldwide, regardless of their size or complexity. The platform is available in multiple languages, making it a versatile tool for global operations. The main focus of QueueMetrics is to enhance the efficiency and productivity of call centers through detailed analytics, real-time monitoring, and thorough reporting.

The range of features and capabilities offered by QueueMetrics includes agent productivity monitoring, which allows call centers to track the performance of their agents effectively. This is crucial for managing targets and ensuring that conversion rates are met or exceeded. Furthermore, QueueMetrics provides real-time campaign statistics, giving managers the ability to make informed decisions based on current data. The interface is designed to be user-friendly, ensuring that users can easily navigate through the various features without extensive training. QueueMetrics also supports payroll reports, enabling call centers to accurately track session times and distinguish between payable and non-payable pauses, which greatly simplifies the payroll process. Whether deployed on-premise or hosted in the cloud, QueueMetrics delivers a suite of tools designed to optimize call center operations and improve overall efficiency.

QueueMetrics, created by Loway, is a contact center monitoring and reporting suite designed for Asterisk® based call centers. It offers features aimed at improving the efficiency, productivity, and customer satisfaction levels of call centers. Here is an overview of the main features and benefits of QueueMetrics and its cloud-based counterpart, QueueMetrics-Live, as well as updates introduced in QueueMetrics 23.09.

### Real-time Monitoring and Reporting

QueueMetrics provides detailed real-time monitoring and reporting capabilities, enabling call centers to track various metrics such as targets, conversion rates, agent activities, and more. These insights allow managers to make informed decisions to optimize operations.

### Cloud and On-premise Solutions

QueueMetrics is available both as an on-premise solution and as QueueMetrics-Live, a cloud-based solution. The cloud offering includes all the features of the on-premise version, adding the benefits of rapid deployment, cost-effective scalability, no need for maintenance and backups, and a unique on/off premise switch for flexibility.

### Cost Advantages and Rapid Deployment

QueueMetrics-Live emphasizes cost advantages including a lower upfront expense for deployment due to its pay-as-you-go pricing model. It offers rapid deployment and easy integration, eliminating the need for significant investment into IT infrastructure.

### Scalable Solution

Operations can easily scale up or down as needed, which is particularly advantageous for hosted SaaS cloud contact-center solutions like QueueMetrics-Live. This adaptability ensures that resources and costs are efficiently matched to call-center needs.

### Maintenance-Free

With QueueMetrics-Live, all maintenance, updates, and nightly backups are handled by Loway, freeing up customer resources for other tasks. This feature is particularly beneficial for organizations aiming to offload on-premise solutions.

### Enhanced Agent Experience with QueueMetrics 23.09

- **New Agent Page (QAP)**: Introduced in the QueueMetrics 23.09 release, the QAP revolutionizes agent management by providing insights into performance, enabling smoother workflows through easy start and stop functionality, and offering keyboard navigation for desktop efficiency.

- **Queue Management**: Agents can easily manage their presence in queues, adjust their status, and handle interactions efficiently.

- **Notifications**: Real-time notifications keep agents informed about crucial updates or tasks.

- **Clients and Cases**: Agents can manage and view details related to specific clients and cases, enhancing customer service.

- **CRM Integration**: QueueMetrics can integrate with external CRM systems, centralizing client-related information for agents.

- **WebRTC SoftPhone**: A built-in feature that allows agents to make and receive calls directly from the agent page, streamlining call handling.

- **Keyboard Shortcuts**: A range of shortcuts is available to expedite common tasks, providing a more streamlined user experience.

### Visibility Keys

A powerful but often overlooked feature of QueueMetrics is the ability to control permissions and access to various features through Visibility Keys. This enables granting specific users access only to the features they require, thereby offering greater control over user permissions.

QueueMetrics offers different pricing plans for its remote support and live monitoring services:

1. **Remote Support Pricing**:

- CHF 300 for a 2-hour support pack

- CHF 600 for a 5-hour support pack

- CHF 1100 for a 10-hour support pack

This support involves assistance via website/email, remote access, and phone conversation to solve technical incidents. These packs are valid for the entire duration of your license and are intended for discrete technical problems, with each incident being charged separately.

2. **QueueMetrics-Live Pricing**:

- QueueMetrics-Live is licensed monthly based on the number of agents you wish to monitor.

- The service has a minimum requirement of 5 agents, implying a recurring payment model.

- New customers can enjoy a free trial period, free installation support, nightly backups, data retention for the last 365 days, automatic updates, and email support.

Monthly subscriptions to QueueMetrics Live can be canceled at any time without long-term commitments, and the flexibility offered does not include refunds for early termination once charges have already been processed.

QueueMetrics does not publish their customer list.