QueueMetrics
Call center infrastructure (CCI) software
Call & contact center software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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What is QueueMetrics
QueueMetrics is a call center reporting and analytics application used to monitor and analyze queue and agent performance, most commonly in environments based on the Asterisk PBX and call distribution. It supports real-time wallboards and historical reporting for supervisors and operations teams who need visibility into inbound/outbound activity and service levels. The product is typically deployed alongside existing telephony infrastructure rather than replacing it, and it focuses on detailed queue-level metrics and data export for further analysis.
Deep Asterisk queue analytics
QueueMetrics is designed around Asterisk queue and call detail data, which can provide granular visibility into queue events, agent states, and call outcomes. This fits teams that already run Asterisk-based contact center infrastructure and want stronger reporting without migrating platforms. It supports both real-time monitoring and historical analysis, which helps with day-to-day supervision and longer-term performance reviews.
Real-time dashboards and wallboards
The product includes live monitoring views intended for supervisors and wallboard displays. This supports operational use cases such as tracking service level, wait times, and agent availability during peak periods. Compared with many all-in-one contact center suites, it can be used as a focused monitoring layer while keeping existing routing and telephony components.
Flexible reporting and exports
QueueMetrics provides configurable reports and supports exporting data for external BI or custom analysis. This is useful for organizations that need to align contact center metrics with broader operational reporting. It can also support multi-queue and multi-team reporting structures common in larger Asterisk deployments.
Not a full CCaaS platform
QueueMetrics primarily addresses reporting, monitoring, and analytics rather than providing end-to-end contact center functionality. Organizations looking for native omnichannel routing, workforce management, or integrated CRM features may need additional products. This can increase integration effort compared with consolidated cloud contact center platforms.
Best fit for Asterisk environments
The strongest value is typically realized when the underlying telephony stack is Asterisk-based. Teams using other PBXs or cloud contact center stacks may not get equivalent depth of data or may require custom integration. This can limit suitability for organizations seeking a vendor-agnostic analytics layer across multiple telephony providers.
Requires technical administration
Deployments commonly involve configuring data sources, permissions, and report definitions, which can require telephony and database familiarity. Ongoing maintenance may include adapting to dialplan/queue changes and ensuring data quality. Smaller teams without in-house technical support may find implementation and customization more demanding than turnkey cloud offerings.
