QueueMetrics 26.10 is out, and it’s the one where AI finally earns its keep: your calls can be transcribed, read like chats, and even graded for QA by a Large Language Model. We also rebuilt how QueueMetrics is installed and tightened security everywhere.

  • Audio transcriptions, shown as chats: Call recordings can be sent to speech-to-text services (DeepGram, OpenAI, or local servers like WhisperX and Kroko-AI) through a pool of “AI Workers”. The result looks like a WhatsApp-style conversation next to the call: click a timestamp to jump to that spot in the recording, rename speakers, and fix any segment the diarization got wrong.
  • Automated QA: QA forms can now be graded by an AI, working from transcribed calls or chats. There’s a “Test AI dialog” button so you can tune your prompt without touching real calls, and both OpenAI-compatible and Anthropic servers are supported. It’s there to assist supervisors, not replace them: every result can be reviewed and changed by a human.
  • Chat and WhatsApp: You can now stream chats into QueueMetrics in real time through a publicly documented API, and we’re teaming up with a WhatsApp service to offer an all-in-one multi-channel solution.
  • Install in minutes: Project “Burrito” is real. QueueMetrics now runs as a single standalone file with its own embedded web server, installed or upgraded with just curl -sL get.queuemetrics.com | bash. It also tells you on the home page when your version is out of date. Note that it now requires Java 25, and we no longer ship native RPM packages.
  • Security hardening: A thorough audit against XSS and CSRF, rate-limited connection testers, better security in the system configuration, and restricted user administrators, so a team leader can manage their own agents and nothing else.
  • Ephemeral data and WombatDialer: Short-lived values from external systems can now show up live on your wallboards, and agents can run WombatDialer preview campaigns right from the Agent Page, no iframe needed.
  • Goodbye, Icon Agent Page: As announced, it’s gone for good. Everyone is switched to the new Agent Page automatically, and a migration guide is available.

Want to Learn More?

Read the full release notes for all the details, including pauses deferred until the end of a call, docs for every report data block, a covering index to speed up queue_log queries, and the new Uniloader transcription service. Complete release notes are available on What’s New in QueueMetrics 26.10.

If you’d rather not upgrade on your own, a Remote Support Pack lets our support team do it for you, and QueueMetrics Live users are updated automatically.

Join our live-stream

We’ll be live on Wednesday, October 21, 2026 at 16:00 Zürich time (CEST) to walk you through the new release with a demo, and to answer your questions. Everyone is invited, whether you’re a customer, a partner or just curious: come along, ask away, or just say hi.

  • 07:00 in San Francisco (PDT)
  • 10:00 in New York (EDT)
  • 16:00 in Cape Town (SAST)
  • 18:00 in Dubai (GST)
  • 19:30 in Mumbai (IST)
  • 01:00 on Thursday, October 22 in Sydney (AEDT)

If you can’t make it live, don’t worry: we’ll share the recording afterwards.

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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