QueueMetrics

QueueMetrics, developed by Loway, is a call center monitoring and reporting software designed to provide real-time and historical analytics for call centers. It is marketed as suitable for call centers of all sizes, ranging from small businesses to large enterprises. QueueMetrics is commonly used by various professions and industries including call centers, customer service, telemarketing, sales and marketing, and technical support.

Key Features

Real-time Monitoring: According to the vendor, QueueMetrics offers real-time monitoring of call center activities, allowing supervisors to track agent status, call queues, and call distribution. This feature enables them to identify issues and make timely adjustments.

Historical Reporting: QueueMetrics provides comprehensive historical reporting capabilities, allowing users to analyze call center performance over time. Users can generate reports on key metrics such as call volume, average handle time, service level, and agent performance.

Agent Performance Tracking: QueueMetrics enables detailed tracking of agent performance, allowing managers to evaluate individual agent productivity and identify areas for improvement. Metrics such as average handle time, call resolution rate, and customer satisfaction scores can be measured and analyzed.

Queue Management: According to the vendor, administrators can configure and manage call queues using QueueMetrics. They can set parameters such as maximum wait time and queue priority to ensure efficient call routing and handling. Overflow settings are also available.

Call Recording and Playback: QueueMetrics offers call recording functionality for quality assurance and training purposes. Supervisors can review and playback recorded calls to assess agent performance and customer interactions.

Real-time Alerts and Notifications: According to the vendor, QueueMetrics sends real-time alerts and notifications to supervisors when predefined conditions are met, such as long wait times or abandoned calls. This feature helps supervisors stay informed and take immediate action when necessary.

Agent Login/Logout and Pause/Unpause: QueueMetrics allows agents to log in and out of the system and pause and unpause their availability. According to the vendor, this feature enables supervisors to accurately track agent availability and monitor their activity.

Customizable Dashboards and Widgets: QueueMetrics provides customizable dashboards and widgets for personalized views of call center performance metrics and key performance indicators (KPIs). Supervisors can focus on the most relevant information for their roles.

Integration with Third-Party Systems: According to the vendor, QueueMetrics seamlessly integrates with other systems such as CRM platforms and workforce management tools, providing a unified view of call center operations. This enhances data exchange and workflow efficiency.

Multi-Channel Support: QueueMetrics supports multi-channel communication, including voice calls, email, chat, and social media interactions. According to the vendor, supervisors can monitor and analyze interactions across different channels, ensuring a comprehensive view of customer interactions.