We have some exciting news to share, and if you have been curious about what AI could do for your call center reporting, this one is for you.

At Loway, we are proud to announce the very first release of our MCP (Model Context Protocol) server for QueueMetrics. In plain English, you can now connect your QueueMetrics system directly to your favourite AI assistant and let it work with your real call center data, automatically.

So, What Does This Actually Mean for You?

Think of it this way: QueueMetrics has always been brilliant at collecting and calculating your call center data, covering queue performance, agent activity, real-time stats, and much more. Now, instead of just reading reports, you can talk to your data.

Ask a question in plain language. Get analysis, charts, and insights back without writing a single line of code or clicking through a dozen menus.

To give you a taste of what this looks like in practice, here is what happened when we asked our AI assistant a simple question about queue performance:

  • It figured out on its own how to connect to QueueMetrics and pull the list of configured queues
  • It ran eight separate reports across different time periods
  • It produced a clean, formatted chart summarising the results

All from one question. No manual exports. No spreadsheet gymnastics.

claude-mcp

This is what makes us genuinely excited about this integration. The AI does what AI is best at: understanding your question, building a strategy, and presenting the results in a clear, useful way. The data it works with comes from QueueMetrics, which means it is the same reliable, detailed, time-tested information you have been depending on for over 20 years. You get smart interpretation and solid data, not one or the other.

What It Does Today, and Where It Is Headed

This first release is very much the beginning of the journey, but it is already capable of some genuinely useful things. It can access all historical report data blocks from QueueMetrics, pull real-time situation data for live queue monitoring, and know which queues are configured in your system.

We are already planning the next steps. Future releases will expand the integration to cover the full QueueMetrics configuration, as well as reporting and configuration support for WombatDialer. There is a lot more to come, and this is just the opening act.

Get Started

The first version of the Loway MCP Server is available now as an initial release, at no licensing cost. There is nothing extra to purchase — it works with your existing QueueMetrics system, so you can get started straight away.

Download the Loway MCP Server - contains instructions and binaries for Linux, MacOS and Windows.

Frequently Asked Questions

Which AI engines support MCP?

MCP (Model Context Protocol) is an open standard, and it is gaining support quickly. Today, you can use the Loway MCP Server with Claude (Anthropic), ChatGPT (OpenAI), Gemini (Google), Azure OpenAI (Microsoft), and more. If you are already using one of these tools in your organisation, there is a good chance you can plug in our MCP server without needing anything new.

Can I use this if QueueMetrics is hosted in the cloud? What about on desktop?

Yes to both. Whether your QueueMetrics instance is cloud-hosted or running locally on-premise, the MCP server works just as well either way. If you are unsure about your specific configuration, get in touch and we will help you figure out the right setup.

Are my credentials safe?

Absolutely. This is something we take very seriously. Your AI engine never sees your credentials. They stay entirely within the MCP server layer, and the AI only receives the data it needs to answer your question. Your login details are never exposed.

What else could I do with an MCP server for QueueMetrics?

The possibilities go well beyond standard reporting. Here are just a few ideas:

  • Spot trends automatically: Ask the AI to compare this week’s performance to last month’s and flag anything unusual
  • Get plain-English summaries: Turn complex queue stats into a short briefing you can share with your team
  • Build custom views on the fly: Ask for a visual breakdown of your busiest hours without touching a configuration screen
  • Support training and coaching: Use agent metrics to identify who might benefit from extra support
  • Answer ad-hoc questions instantly: “Which queue had the longest wait times on Friday afternoon?” Just ask

The MCP server turns your QueueMetrics data into a resource your AI can reason about freely, which opens up a wide range of use cases we are excited to explore together with you.

Ready to Try It?

We would love to hear what you build with it. Drop us a message, leave a comment on social media, or reach out to our team. We are very much in “let’s figure this out together” mode, and your feedback will shape where we take this next.

Lenz & the Loway Team

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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