About 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:

  • Supports unlimited agents, queues and campaigns.
  • Control clusters of Asterisk servers as a single virtual server.
  • Compatible with any Asterisk version and configuration.
  • Compatible with Trixbox, Elastix and FreePBX.
  • Available in multiple languages.
  • Compute over 150 metrics for calls, traffic, sessions.
  • Single and multiple reporting for queues/campaigns.
  • Weekly activity breakdown in days, hours.
  • Measure business targets against SLAs.
  • Measure staff performance on ACD/non­ACD activities.
  • Customizable QA forms for live/recorded call grading.
  • Complete performance reports by agent and by queue.
  • Listen to live/recorded calls also on multi­server setups.
  • Export reporting data to MS Excel, CVS, XML.
  • Detailed real­time activity reporting with definable alarms.
  • Listen to live calls remotely.
  • Available real­time Wallboard mode.
  • View agent screens via VNC screen­sharing server.
  • Restricted Visitor mode for external inspection.
  • Add/remove agents directly from Administrator screen.
  • Available extension module Agent Awareness (AGAW).
  • Integrated WebRTC Softphone
  • QueueMetrics Icon Agent Page, the innovative and minimalistic interface where agents can operate all their call-center functions with only one control icon.



QueueMetrics Screenshot

We actually already use the QueueMetrics product to monitor 3 different call centers - and we love it!

Joshua C. Bailey
Project Resources Group, USA


QueueMetrics is available in Brazilian, Chinese, Dutch, English, French, German, Hebrew, Italian, Japanese, Polish, Portuguese, Slovak, Spanish and Romanian language.

All of the metrics can be queried interactively or exported via an XML-RPC interface.
Graphs include absolute values, a percentage breakdown and easy to read histograms. They can be exported to a spreadsheet or other analysis software in a variety of formats.

Customers support and product updates are completely free of charge within license duration period.

Our support doesn't include configuration of Asterisk® PBX or other non-Loway systems and the writing of custom software or extensions of Loway systems.
Any single, discrete technical problem requiring remote connection to non-Loway's servers by our engineers, should be purchased separately.


Click below for a detail of the metrics provided by the suite.

  • Total number of calls processed
  • Percentage of answered calls, per run
  • Percentage of lost calls, per run
  • Multi­stint calls processed
  • Number of calls
  • Total call length
  • Average call length
  • Average call waiting
  • Minimum/maximum call length
  • Minimum/maximum call waiting
  • Total call duration
  • Total waiting time
  • Agents on queue
  • Number of call taken per agent
  • Service level agreement
  • Disconnection causes
  • Transfers
  • Answered calls by queue
  • Answered call, by direction (inbound/outbound)
  • Answered call, by number of call stints
  • Extensive call and stint detail
  • Number of unanswered calls
  • Average time before disconnection
  • Minimum/maximum time before disconnection
  • Total cumulated time before disconnection
  • Average position at disconnection
  • Minimum/maximum position at disconnection
  • Disconnection causes
  • Unanswered calls by queue
  • Distribution by length of unanswered calls
  • Inclusive SLA of answered and unanswered calls
  • Unanswered calls by key pressed (IVR menu selections)
  • Unanswered calls, by number of stints
  • All calls, by number of stints
  • Full unanswered call detail
  • Area code
  • Number of calls
  • Total calling time
  • Average time per call (for taken calls)
  • Average wait per call
  • Average position at disconnection (for lost calls)
  • The area­code breakdown can be run dynamically with different area­code substrings
  • Total ACD attempts sent to operators
  • Average attempts for answered calls
  • Minimum/maximum attempts for answered calls
  • Total attempts for answered calls
  • Average attempts for unanswered calls
  • Minimum/maximum attempts for unanswered calls
  • Total attempts for unanswered calls
  • ACD attempts by terminal
  • Average rings per terminal broken down by answered/unanswered call
  • Total rings per terminal broken down by answered/unanswered call
  • ACD attempts by queue
  • Average rings per queue broken down by answered/unanswered call
  • Total rings per queue broken down by answered/unanswered call
  • Answered calls distribution per day
  • Average / minimum / maximum call lengths per day
  • Answered calls wait time distribution per day
  • Average / minimum / maximum wait times per day
  • Unanswered calls wait time distribution per day
  • Average / minimum / maximum unanswered calls wait times per day
  • Sales and contacts per day
  • Answered calls distribution per hour
  • Average / minimum / maximum call lengths per hour
  • Answered calls wait time distribution per hour
  • Average / minimum / maximum wait times per hour
  • Unanswered calls wait time distribution per hour
  • Average / minimum / maximum unanswered calls wait times per hour
  • Sales and contacts per hour
  • Answered calls distribution per day of week
  • Average / minimum / maximum call lengths per day of week
  • Answered calls wait time distribution per day of week
  • Average / minimum / maximum wait times per day of week
  • Unanswered calls wait time distribution per day of week
  • Average / minimum / maximum unanswered calls wait times per day
  • Sales and contacts per day of week
  • The hourly reports can be fine­tuned to show half­ or quarter­hours as needed
  • Number of available agents
  • Total agent time
  • Average agent time
  • Minimum/ maximum agent session duration
  • Agent availability
  • Agent time on pause
  • Billable and not­billable agent time
  • Sessions and pauses per agent
  • Average session duration per agent
  • Average pause duration per agent
  • Pauses per session ratio
  • Percentage of time spent on pause
  • Average pauses per session
  • Answered calls (number, average duration, percentage of total) per agent
  • Answered calls per service group
  • Answered calls per agent location
  • Full agent session details
  • Full agent pause details
  • Full agent session history (sessions and pauses combined)
  • Total agents ACD time
  • Total agent billable time
  • Total agent non billable time
  • Total Sales and SPH
  • Total Contacts and CPH
  • Conversion index
  • Call results by outcomes and percentages
  • Billable activities by time and percentage
  • Non billable activities by time and percentage
  • Detailed report of activities, sales and contacts per agent
  • Date and time
  • Caller ID
  • Queue
  • Waiting and talking time
  • Disconnection cause
  • Agent
  • Asterisk Call ID
  • Number of ACD attempts
  • Call code entered
  • Number of stints (and full stint details)
  • Server
  • Date and time
  • Caller ID
  • Queue that handled the call
  • Disconnection cause
  • Position at disconnection, if available
  • Wait time before disconnection, if available
  • Number of ACD attempts
  • Call code entered by agent
  • Key pressed
  • Number of stints (and full stint details)
  • Server
  • Caller ID
  • Time entered
  • Waiting time (updated in real time)
  • Conversation time (updated in real time)
  • Agents logged on
  • Time and extensions of last logons
  • Easy to read status panel
  • User definable rules to trigger yellow and green alarms
  • Number of agents per queue
  • Number of ready / paused / busy on other queues / unknown agents on line
  • Number of calls waiting per queue
  • Number of inbound calls being answered
  • Number of outbound calls being made
  • Full server information
  • Last call handled by each agents (time and queue)
  • Date and time
  • Waiting time
  • Call duration (updated in real time)
  • Queue
  • URL to launch
  • Call status (updated in real time)
  • Action buttons to: log in, log off, go to pause (with pause code), stop pause, earmark a call with its call completion code
  • Cluster support
  • Calls being processed
  • Daily report for selected queues: Taken calls; n. calls, avg wait, avg talk time
  • Daily report for selected queues: Lost calls: n. calls, avg wait, avg talk time
QueueMetrics Screenshot

I would like to thank Loway for the great support, this was the second case I opened with QueueMetrics, and I am seeing nothing except a great followup and support!

Haitham Khasawneh
IT Team Leader, Aramex International

QueueMetrics Screenshot

Enjoy your day!!
Oh, THANKS FOR THE LATEST RELEASE! MY GUYS LOVE IT!!

Will give feedback, if any!!

Wynand Clase
Onecell Holdings, South Africa

QueueMetrics Screenshot

Although QM is not open-source, it is extremely affordable and high quality for the price.

Alex Balashov
Evariste Systems, USA

QueueMetrics Screenshot