We’re excited to announce the release of a long-awaited feature: a complete integration between QueueMetrics and FusionPBX. This comprehensive solution transforms how your customers manage their contact center operations, bringing enterprise-grade capabilities to their teams without disrupting existing workflows.

QueueMetrics Now Fully Integrated with FusionPBX

We will release a video each week to showcase what is possible - you can find them all on the playlist below, or embedded in this very blog post under each section:

Flexible Integration That Works For Everyone

The beauty of this integration lies in its adaptability. Your customers’ agents can continue working directly from the FusionPBX interface they already know, with agent login, logout, and pause states all functioning naturally within their familiar environment. Behind the scenes, QueueMetrics tracks everything automatically — inbound calls, outbound activity, and all the metrics that matter for effective contact center management.

Supervisors gain access to customizable real-time wallboards and dedicated monitoring pages that provide instant visibility into queue performance, agent availability, and call flow. They can actively manage calls in progress—listening in for quality assurance, transferring calls, or intervening when situations require immediate attention.

The reporting engine delivers access to over 200 reporting blocks, offering virtually unlimited ways to analyze performance. Reports export easily to PDF for stakeholder sharing or compliance archiving. For customers with custom requirements, comprehensive APIs make every tracked metric and action available for integration with CRMs, custom dashboards, or any other system in their technology stack.

For multi-tenant providers, the integration activates selectively at the tenant level, giving you complete control over which customers receive QueueMetrics functionality. Roll it out gradually, offer it as a premium feature, or tailor deployment based on individual client needs.

A Complete Working Environment for Agents

QueueMetrics becomes more than just a reporting tool — it’s a complete platform where agents and supervisors handle daily tasks more efficiently. The system brings together real-time control, intelligent automation, and practical tools that make everyone’s job easier.

One-click agent login eliminates the frustration of manual sign-ins. The moment an agent starts handling calls, QueueMetrics detects their activity and brings them online, instantly associating them with the right queues. Tracking begins without any manual intervention.

Click-to-call functionality simplifies outbound calling. Agents select a queue, enter a customer number, and launch the call with one click. The system rings the agent’s extension first, then seamlessly connects them to the customer, with every call properly tracked by campaign or department.

The recall task system ensures promised callbacks never get forgotten. Agents schedule reminders that pop up in their dashboard complete with customer details and context. For high-volume outbound operations, the included Assisted Manual Outbound dialer helps agents manage calling lists efficiently, tracking each call and assigning outcomes on the spot.

Perhaps most impressively, the built-in WebRTC softphone works entirely in the browser and integrates with current tasks to reduce the number of clicks. Agents can make and receive calls directly from their agent page, with everything synchronized—calls, agent states, and queue information—in one clean interface. Perfect for remote teams or organizations looking to reduce hardware costs.

Smart Supervision for Better Results

Managing multi-tenant contact centers presents unique challenges, especially around supervision and oversight. This integration gives supervisors focused, powerful tools they need.

Standard FusionPBX call center views show all agents in one crowded display and each queue separately. QueueMetrics changes this completely. Supervisors see only their team and their queues—agents active on the specific queues they manage appear clearly, with immediate visibility into current states and call activity. No more endless scrolling through irrelevant information.

Visibility control becomes granular and secure. Configure access by queue, agent group, or individual client. Each supervisor sees only their own team’s data, eliminating privacy concerns and information overload.

Real-time call coaching becomes effortless. Supervisors can listen to ongoing calls, join conversations as three-way calls when agents need backup, or transfer calls when situations demand it. These aren’t passive monitoring features—they’re active management tools that empower precise intervention.

Real-time performance metrics give supervisors situational awareness that transforms operations. Completed outcomes, missed calls, and failed connection attempts are tracked as they happen. When supervisors see lost calls accumulating or wait times creeping upward, they can respond in the moment rather than discovering issues hours later. This proactive approach fundamentally changes the supervisor’s role from reactive problem-solver to active performance manager.

Enterprise-Level Reporting and Analytics

The integration brings comprehensive reporting capabilities that transform raw call data into clear, actionable insights. Track missed and abandoned calls, analyze call attempts, monitor daily performance patterns, and review agent session activity and individual performance metrics.

What sets QueueMetrics apart is how it goes beyond simple statistics. Drill down into individual calls for comprehensive details including duration, queue times, agent information, and outcomes. Listen to recorded calls directly from the interface without hunting for audio files—this seamless connection between data and audio creates a complete picture of every customer interaction.

Built-in QA tools make quality assurance structured and effective. Supervisors create and complete quality assurance forms with customizable evaluation criteria and scoring systems. Detailed feedback documents alongside quantitative scores. Once completed, QA data flows automatically into reports, allowing tracking across agents, identifying training opportunities, and monitoring improvement over time.

The report builder delivers true flexibility. Add filters, customize date ranges, select specific queues or agents, and arrange data exactly as needed. Compare performance across campaigns, analyze peak hour efficiency for staffing decisions, or address any unique operational question. Save custom reports with all filters and settings for instant reload later, and share them with colleagues.

Export functionality makes sharing straightforward. Reports export to CSV and Excel formats, allowing integration with presentations, financial systems, workforce management tools, or any other platform. This interoperability ensures call center metrics inform broader business intelligence and strategic planning.

Fully Hosted Solution — Ready When You Are

This is a fully hosted solution, so there’s nothing for your customers to install or maintain. We handle all the infrastructure and updates.

If you’d like to test-drive the integration, the complete manual is available in Our Documentation. However, the Loway support team would be glad to set everything up for you and walk you through all the capabilities personally.

We’ll be releasing weekly presentation videos showcasing features in detail, making it easy to understand exactly how this integration can benefit your customers’ operations.

Welcome to the future of contact center management on FusionPBX.

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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