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QueueMetrics Review

1

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Very good

Revainrating 4 out of 5Β Β 
RatingΒ 
4.0
Customer Service, Contact Center Software

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Description of QueueMetrics

QueueMetrics is a highly scalable monitoring and reporting suite that addresses the needs of thousands of contact centers worldwide and offers a broad range of integrated benefits like agent productivity monitoring, target measurement, conversion rates tracking, realtime campaign statistics analysis, agent page, wallboards and an easy to use interface.

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Revainrating 4 out of 5

Great tool that helps improve your contact center operations

I love how customizable it can be with dashboarding features, but also very simple for our agents who are not as tech savvy themselves when using this system. There's nothing really wrong at all about queue metrics, however we do have some minor issues here and there which could benefit from being addressed in future releases (e.g., the ability to export data via CSV or Excel so you don't need any additional software). We've been able to monitor queues across multiple sites within one…

Pros
  • We can monitor our queues with all the data we need to provide a more accurate wait time & time spent waiting for each customer service rep
Cons
  • I have not been a customer service rep for a very, very, very, very, very, very (you could do this all the time by the