Name: QueueMetrics
Price: 8 USD
Author: Loway

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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.

Basic

Kixie is a telephony and VoIP software solution from Kixie.

Custom Plan

Kixie

Omnichannel CX

Call Center Standard

Digital CX

Bright Pattern Contact Center

QueueMetrics

Contact center software (often CCaaS) enables organizations to manage customer interactions across voice, email, chat, SMS, and social media. Key features include IVR, ACD, omnichannel routing, call recording, analytics, and CRM integration. Designed for support and sales teams, these platforms improve responsiveness and CX. Compare cloud-based solutions by features, scalability, and verified user reviews.

Contact Center

Loway

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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QueueMetrics

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What is QueueMetrics?