About QueueMetrics-Live

QueueMetrics is a monitoring and reporting suite that can track everything in your Asterisk based call-center: targets, conversion rates and all agents activities.
You can create a wide range of different professional live reports and statistics.


QueueMetrics call-center suite is now available as a cloud solution.
Imagine to access all the QueueMetrics features with the advantages offered by a cloud solution, you will have an idea of what QueueMetrics-Live is and what it can do for your business.

QueueMetrics-Live offers:

  • Support to up to 50 agents, unlimited queues and campaigns.
  • Compatibility with any Asterisk version and configuration.
  • Compatibility with Elastix and FreePBX.
  • Localization in multiple languages.
  • Over 150 metrics for calls, traffic, sessions.
  • Single and multiple reporting for queues/campaigns.
  • Weekly activity breakdown in days or hours.
  • Business targets measurement against SLAs.
  • Staff performance analysis on ACD/non-ACD activities.
  • Customizable QA forms for live call grading.
  • Complete performance reports by agent and by queue.
  • Exportable reporting data to MS Excel, CVS, XML, PDF.
  • Detailed real-time activity reporting with definable alarms.
  • Real-time Wallboard mode.
  • Agent screens via VNC screen-sharing server.
  • Restricted Visitor mode for external inspection.
  • Add/remove agents function directly from Administrator screen.


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


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