Why increase the logging level in QueueMetrics?

QueueMetrics is a powerful analytics platform for call centers, offering real-time and historical insights into your queue and tenant activity.
In certain circumstances—such as debugging complex issues or testing new configurations—you may need more detailed data from the application logs.

This guide walks you through raising the QueueMetrics logging level, capturing the necessary log output, and then reverting to normal operation.

Logging Level Instructions

  1. Ensure QueueMetrics is Inactive
    Before making any changes, confirm that no one is currently using QueueMetrics or running reports. (as well as no scheduled jobs)
    This will make things easier, avoiding unnecessary logs to go through.
  2. Adjust the Logging Properties
    Open /usr/local/queuemetrics/qm-current/WEB-INF/classes/logging.properties in a text editor (for example, nano): 
    nano /usr/local/queuemetrics/qm-current/WEB-INF/classes/logging.properties

    Locate the line:

    org.apache.juli.FileHandler.level = SEVERE

    and change it to:

    org.apache.juli.FileHandler.level = INFO

    This will increase the amount of details logged by QueueMetrics.
    Log1

  3. Restart the QueueMetrics Service
    After saving the file, restart QueueMetrics: 
    service queuemetrics restart

    Or, if your system uses systemd:

    systemctl restart queuemetrics

    Log2

  4. View the Logs
    You can view the logs while they are being written using tail: 
    tail -f /usr/local/queuemetrics/tomcat/logs/queuemetrics.2025-02-XX.log

    Replace 2025-02-XX with the exact date in your log filename.

    Keep this terminal open so you can see the live logs as QueueMetrics processes events.

  5. Run the Report
    In the QueueMetrics web interface, navigate to the relevant wallboard or report you want to troubleshoot; then open the wallboard or run the report to reproduce the issue.
    Any errors and extra details should now appear in the logs.
  6. Capture and Share Logs
    Gather the logs while you replicate the issue. Note the exact time you replicated the issue. Then either:
    • Copy the text from your terminal.
    • Or locate and grab the entire /usr/local/queuemetrics/tomcat/logs/queuemetrics.2025-02-XX.log file.
  7. Take a Screenshot
    In the QueueMetrics browser interface, capture a screenshot of the report results. Ensure the time and date are visible along with any relevant call details.
  8. Revert the Logging Properties
    Once diagnostics are done, edit logging.properties again and revert: 
    org.apache.juli.FileHandler.level = INFO

    back to:

    org.apache.juli.FileHandler.level = SEVERE

    This prevents logs from growing too large and impacting performance.

  9. Restart QueueMetrics Again
    Run: 
    service queuemetrics restart

    or:

    systemctl restart queuemetrics

    Once it’s back online, the system is again logging at the default SEVERE level.

About QueueMetrics

QueueMetrics is a highly scalable monitoring software that lets you track agent productivity, payrolls, measure targets, conversion rates, queues/ACDs, IVRs, music-on-hold, generate outbound campaign statistics and monitor realtime processes with customizable wallboards.

You can measure all activities in your contact center with more than 200 different metrics and manage realtime processes with live alarms and full control on calls and extensions, including whisper, spy and barge modes.

QueueMetrics is available on premise or as a cloud hosted service, and it is compatible with FreePBX, Grandstream, Issabel, MiRTA, Enswitch, Yeastar S PBX, VitalPBX, FusionPBX and many other Asterisk- and Freeswitch-based systems. It also supports Microsoft Teams telephony.

For more technical information please refer to the User Manual.

Visit www.queuemetrics.com for a free 15-day full-featured trial.

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