QueueMetrics Blog

Your Call Center Data Just Got a Whole Lot Smarter

Fri, 13 Mar 2026 00:00:00 +0100

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.

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.

First step with QueueMetrics - Wallboard

Thu, 05 Mar 2026 00:00:00 +0100

This guide will help you set up and use the QueueMetrics Wallboard, a powerful real-time dashboard that displays your contact center metrics through customizable widgets.

The Wallboard

What You’ll Need

The default admin account should have you covered but, if you are not seeing the Wallboards, make sure you have the right permissions:

REALTIME – Lets you view the Wallboard
WALLBOARD_ADD – Lets you create and edit Wallboards
WALLBOARD_FORALL – Lets you create public Wallboards that everyone can see

You can find more details on how User keys work in QueueMetrics Here

Getting Started with the Wallboard

Access the Wallboard from your QueueMetrics home page by clicking the “Wallboard” section:

Option 1: Access an existing Wallboard

Step 1. Click the Load button in the top toolbar.

Step 2. You can choose and load an existing Wallboard.

Option 2: Create a New Wallboard

After opening the Wallboard from the Home page, you will see a new, blank Wallboard.
You can fully customize this to suit your specific needs and preferences.

Click the Wallboard title at the top of the screen to access the following options:

The Wallboard name.
Visibility key of the wallboard.
Free text comment you may want to save.
Public controls, whether the wallboard appears on every user’s home page.
The View section allows you to configure the View Name, Duration, and Column Size.

Widgets

Now that you have configured the general settings, it’s time to display your call center data.
To show real-time information, you can choose from several different widget types.

To add a widget to your Wallboard, simply click the “+” button in the top right corner.

From here, you can choose the type of datablock that best fits the purpose of your wallboard view:

Varius:
where you can find the Clock widget (showing the current Date and Time), free text (showing a string of text), or HTML (an Iframe component showing any Web page that allows Iframes to display it)
Items:
is a compact display providing useful information at a glance, such as Answered Calls, Offered Calls, Longest Wait, and Lost Calls
Circular Panels:
are another compact widget types that displays useful metrics such as Agents on Call, Agents Ready, Offered Calls, and many more
Charts:
detailing calls that meet the defined SLA answering time requirements
Composite Items:
live tables of ongoing queue and agent activity
Data Block:
more complex charts and graphs with realtime data

Filter

Starting from QueueMetrics 26.01.1, it’s possibile to add a vast variaty of filters.

The wallboard filters are divided in three level:

General Wallboard: These filters affect all views and widgets and are accessible via the top bar button.
View Level: These filters affect only the widgets within the current view, and are managed through the View Settings.
Widget Level: These filters apply exclusively to the selected widget and are accessible via the individual Widget Settings.

The complete documentation here.

Softphone

The softphone is the tool that allows agents to handle calls directly from the QueueMetrics interface, without using a physical phone.

Through the softphone, agents can answer, hold, transfer, and end calls, as well as change their operational status.
Proper use of the softphone is essential to ensure service continuity and alignment with the data displayed on the wallboard.

To open the actual Softphone Panel, click on the Phone icon in the top bar.

For more information regarding the softphone, you can follow this link.

Agent Actions

Starting with QueueMetrics 26.01, Agent actions have been streamlined for a simpler and more intuitive user experience:

You can now select an agent from the dropdown menu to automatically fill in the required fields. Available actions will change based on the agent’s real-time status:

If Not Logged In: You can only add the agent as a member.
If Logged In: You can pause or remove the agent.
In this case, QueueMetrics will automatically preselect all queues where the agent is currently active.

You can find more information at this link.

Setting Up Alerts

Visual alerts are your early warning system, they automatically change widget colors when metrics cross important thresholds, helping you spot problems before they escalate.

How Alerts Work:

Think of alerts as traffic lights for your contact center:

Yellow – Warning: approaching your threshold
Red – Critical: threshold exceeded, action needed

How to create custom alerts

You can set up alerts for any metric displayed in a widget.
Here’s how:

Click on the widget table cell where you want to set an alert.
Enter your condition using the “<”, “=” or “>” operators.
Click on the checkmark button to confirm the changes.

Displaying on Large Screens, the Kiosk Mode

Note: Kiosk mode requires a user with the REALTIME and ROBOT grants. These permissions are already configured for the default Robot user.

If you connect a low cost Linux device such as a Raspberry Pi or a similar small computer to a large screen or video projector, in your call center, you can display a live wallboard that agents can easily see during the day.

This setup allows you to run a real time dashboard on inexpensive hardware. Once configured, the system requires no interaction other than turning the device on in the morning and off at the end of the day.

You can find full details about configuring and using kiosk mode here.

About QueueMetrics

For more technical information please refer to the User Manual.

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

How QueueMetrics for Teams Helps You Spot Impersonation Scams Before They Strike

Mon, 02 Mar 2026 00:00:00 +0100

Microsoft Teams has become one of the most targeted collaboration platforms for social engineering attacks. Throughout 2024 and 2025, security researchers have documented a dramatic surge in Teams-based impersonation campaigns — ranging from ransomware operators posing as IT helpdesks to nation-state actors forging caller identities during video and audio calls. The attacks are sophisticated, they exploit trust, and they are remarkably effective.

If your organization uses Teams as a communication channel, you need more than built-in warnings. You need visibility into who is actually calling and being called, across every interaction, every day. That’s exactly what QueueMetrics for Teams’ Historical Reports deliver.

The Threat: A New Generation of Teams-Based Impersonation

To understand why QueueMetrics’ reporting blocks matter, you need to understand what’s happening in the wild.

Fake Tenants, Real-Looking Names

The most widespread attack pattern — linked to the Black Basta ransomware operation and the threat group Microsoft tracks as Storm-1811 — works like this: attackers register throwaway Microsoft 365 tenants with names designed to look like internal IT departments. The Entra ID domains they choose use the default .onmicrosoft.com suffix that any new tenant gets, but the names are carefully crafted: securityadminhelper.onmicrosoft.com, supportserviceadmin.onmicrosoft.com, cybersecurityadmin.onmicrosoft.com, and similar variations.

From these tenants, they create user accounts with display names like “Help Desk” or “IT Support,” and reach out to employees via Teams chat or direct call. The goal is always the same: convince the victim to grant remote access (usually through Quick Assist, AnyDesk, or Teams screen sharing), then deploy credential stealers or ransomware.

Pushing the “External” Tag Off-Screen

One of the more devious tricks involves manipulating the Teams UI itself. Microsoft Teams labels external users with an “(External)” tag — but attackers have discovered they can pad their display names with large numbers of whitespace characters or non-ASCII symbols (like ✅ checkmark emojis) to push that warning label beyond the visible area of the Teams window. The victim sees a clean, centered “Help Desk” label. The crucial “(External)” warning? It’s scrolled off the edge of the screen.

Forged Caller Identity on Calls

Check Point Research disclosed a set of vulnerabilities in Teams (one tracked as CVE-2024-38197) showing that the display name in call notifications could be arbitrarily modified through manipulated call initiation requests. An attacker could make a call appear to come from any name they chose — the CEO, the head of IT, a business partner — and the recipient would see that forged name both in the incoming call notification and during the call itself. Microsoft patched this by October 2025, but the window of exposure was significant.

Lookalike Domains

Beyond .onmicrosoft.com tenant names, attackers also register custom domains that closely mimic legitimate ones: swapping characters, adding extra words, or using different top-level domains. A domain like sharepointonline-irs.com or teams.livescalls.com can look plausible enough at a glance — especially in a notification popup that doesn’t give you time to scrutinize the fine print.

The Vishing Pivot

As Microsoft has strengthened its text-based phishing warnings in Teams (brand impersonation alerts, external sender notifications), attackers have pivoted to voice and video calls. An external user can, by default, call an organizational user without even sending a message first. There’s no “Accept” button for a ringing call the way there is for a chat request, and the urgency of a phone call naturally discourages the kind of careful inspection that might catch a phishing message.

Where QueueMetrics Comes In: Visibility You Don’t Get Out of the Box

Microsoft’s built-in protections — the “(External)” label, brand impersonation warnings, domain impersonation detection — are reactive and user-facing. They rely on individual employees making the right split-second decision when a notification pops up. That’s a fragile line of defense.

QueueMetrics for Teams takes a fundamentally different approach. Instead of relying on each user to spot each scam in real time, it gives supervisors, security teams, and operations managers a structured, aggregated, historical view of all external and guest interactions flowing through your Teams environment. The data blocks introduced in version 24.11 — TM01 through TM06 — are purpose-built for this kind of oversight.

TM01 – External Callers: Your First Line of Domain Surveillance

Block TM01 (External Callers) aggregates all successfully completed inbound calls where the caller is either an external user or a guest. Crucially, it groups these calls by source domain and separates external users from guests.

This is exactly the view you need to catch the attack patterns described above. When an attacker registers supportadministrator.onmicrosoft.com and starts calling your employees, each of those calls shows up in TM01 under that domain. You don’t need to rely on a busy employee noticing a suspicious name during a ringing call — the domain appears in your report, and you can spot it during a routine review.

What to look for:

Domains you don’t recognize. If your organization works with five external partners, you should see roughly five external domains. A sixth one — especially one containing words like “helpdesk,” “support,” “admin,” or “security” — is a red flag that demands investigation.
.onmicrosoft.com domains that aren’t your partners. The vast majority of attacks observed in the wild use the default .onmicrosoft.com suffix. Any unfamiliar tenant name ending in .onmicrosoft.com should be treated with suspicion.
Domains that look almost like yours. Typosquatting and lookalike domains are a staple of these campaigns. A domain that’s one character off from your own, or that adds a plausible-sounding prefix or suffix, is a classic impersonation indicator.
Sudden spikes in external caller volume. If you normally see a handful of external calls per week and suddenly there are dozens from a new domain, that’s not organic growth — it’s a campaign.

For each domain, TM01 provides the total number of calls, total time, average wait time, and average talk time — broken out separately for guests and external users. Short, high-volume calls from an unknown domain could indicate a vishing spray, while longer calls might suggest an attacker who successfully engaged a victim.

TM02 – External Callees: Watching the Outbound Side

Block TM02 (External Callees) is the mirror image of TM01: it shows all completed calls where the callee — the party being called — is an external or guest user, again grouped by domain.

Why does this matter for scam detection? Because the attack doesn’t always start with an inbound call. In some scenarios, employees are socially engineered into calling back an attacker-controlled number or Teams account. An attacker might send a Teams message saying “Call me back at this number for urgent IT support,” and the employee initiates the outbound call. In QueueMetrics, that interaction shows up in TM02, not TM01.

TM02 also helps you catch a different class of risk: unauthorized data exfiltration through outbound calls to suspicious external domains. If an insider or a compromised account is calling out to an unfamiliar tenant, TM02 will surface it.

TM03 and TM04 – The Full Picture, Including Missed Calls

TM03 (External Callers on All Calls) and TM04 (External Callees on All Calls) extend TM01 and TM02 to include all calls — both answered and unanswered.

This is a critical distinction. Many impersonation campaigns involve a high volume of calls where the attacker tries multiple employees, hoping someone will pick up. If you only look at answered calls (TM01/TM02), you miss the failed attempts. TM03 and TM04 show you the full scope of the campaign.

Consider a scenario where an attacker using itsupporthelp.onmicrosoft.com calls 30 employees over two hours. Only three answer. TM01 shows you three calls — a blip that might not trigger alarm. TM03 shows you 30 attempts from the same domain — an obvious, coordinated attack that demands an immediate response.

Unanswered calls from suspicious domains are, in many ways, more important than answered ones for security purposes. They tell you an attack is underway even before anyone falls for it, giving you a window to warn employees and block the domain before it succeeds.

TM05 and TM06 – Caller and Callee Classification: The Big Picture

TM05 (Teams Caller Classification) and TM06 (Teams Callee Classification) step back from individual domains to give you a high-level breakdown of all call activity by type of participant: phone calls, internal agents/Teams users, guest users, and external users.

This is your baseline. When you know that your normal traffic mix is, say, 80% internal, 15% phone, 4% guest, and 1% external, any deviation becomes immediately visible. If external calls suddenly jump to 8% of your traffic, something has changed — and it may not be benign.

TM05 and TM06 are especially useful for organizations that don’t routinely deal with external Teams users. If your business operates primarily within its own tenant and you see a non-trivial volume of external or guest calls, that alone is worth investigating.

The classification also helps you set policy. If you discover that guest users account for a significant portion of your call traffic but you haven’t been monitoring guest domains, TM05 tells you it’s time to start paying attention to TM01 and TM02 more carefully.

Putting It All Together: A Practical Workflow

Here’s how a security-conscious organization might use these blocks as part of a regular review process:

Daily or weekly review of TM01 and TM03. Scan the domain list for anything unfamiliar. Any new .onmicrosoft.com domain, any domain containing IT/helpdesk/support keywords, or any domain that resembles your own should be investigated. Compare the “all calls” view (TM03) against the “answered only” view (TM01) — a domain with many attempts but few connections is a strong indicator of a spray campaign.

Monthly review of TM05 and TM06. Track your traffic mix over time. Establish a baseline and flag anomalies. A gradual increase in external user calls might reflect legitimate business growth — or it might reflect a slow-burn social engineering campaign.

Incident-driven deep dive with TM02 and TM04. If you suspect a compromise or receive a report of a suspicious call, use TM02 and TM04 to check whether any of your users have been calling out to attacker-controlled domains. Cross-reference with TM01/TM03 to build a timeline of the attacker’s activity.

Domain allowlisting. Over time, your TM01 reports build a natural picture of which external domains your organization legitimately interacts with. Anything outside that known set is, by definition, anomalous. Some organizations go further and use this data to inform their Teams external access policies, restricting communication to only known and approved domains.

Why This Matters More Than Ever

Microsoft has been rolling out progressively stronger impersonation protections — brand impersonation alerts for chat (late 2024), domain impersonation detection (December 2025), and brand impersonation alerts for calls (February 2026). These are welcome improvements, but they share a fundamental limitation: they are point-of-contact defenses that depend on individual users making correct decisions under pressure.

The attackers know this. That’s why they’ve shifted to voice calls (where warnings are less prominent), why they pad display names with whitespace to hide the “(External)” label, and why they create domains that pass a quick visual check. The arms race at the UI level will continue, and attackers will continue to find ways around it.

What they cannot circumvent is a historical, aggregated view of every external domain that has interacted with your organization. They can trick an individual employee in the moment, but they cannot erase their domain from your QueueMetrics reports. Every call they make — answered or not — leaves a trace in TM01 through TM06.

That trace is your advantage. Use it.

Quick Reference: QueueMetrics Teams Data Blocks

Block	Code	What It Shows	Use It For
External Callers	TM01	Completed calls from external/guest callers, by domain	Spotting unfamiliar or suspicious inbound domains
External Callees	TM02	Completed calls to external/guest callees, by domain	Detecting outbound calls to suspicious domains
External Callers (All)	TM03	All calls (answered + missed) from external/guest callers	Revealing spray campaigns and failed attempts
External Callees (All)	TM04	All calls (answered + missed) to external/guest callees	Full outbound exposure including unanswered
Caller Classification	TM05	All calls by caller type (phone, internal, guest, external)	Baseline monitoring and anomaly detection
Callee Classification	TM06	All calls by callee type (phone, internal, guest, external)	Baseline monitoring and anomaly detection

All blocks are available since QueueMetrics version 24.11

About QueueMetrics for Teams

QueueMetrics for Teams is a call analytics and reporting platform by Loway that connects to your Microsoft Teams telephony environment via the Graph API. It gives you full historical visibility into all incoming and outgoing calls — including lost calls — across people, auto-attendants, queues, conferences, and voicemails. With over 200 available metrics, it lets you track SLA compliance, agent productivity, call volumes, wait times, and caller patterns in detail. It works with any Teams telephony setup — Microsoft Calling Plans, Direct Routing, or Operator Connect — with nothing to install and no changes to your existing configuration.

QueueMetrics for Teams is available on the Microsoft Marketplace. A free trial is available — no credit card required.

QueueMetrics 26.01 released today

Mon, 19 Jan 2026 00:00:00 +0100

We’re excited to announce some major updates to QueueMetrics, designed to make your wallboard the center of your interactions.

Wallboard Enhancements: The Wallboard is now the beating heart of QueueMetrics. This release introduces dynamic filtering at three levels (Wallboard, Page, and Widget), along with intuitive supervisor actions—simply click on an agent or call to take action. These improvements make the Wallboard powerful enough to replace all use cases of the legacy Real-Time page.
Expanded PBX Support: We have achieved feature parity with FusionPBX and FS PBX, including inbound/outbound traffic, automatic call tracking, call listening, and recordings. MiRTA PBX also receives full feature support. Additionally, six new data blocks help track calling domains for Microsoft Teams, useful for identifying suspicious patterns and potential scams.
Report Improvements: Setting up automated email delivery of reports is now streamlined directly from the report interface. New session-based filters allow filtering by session duration, pause count, and hotdesking extension. You can also hide empty rows in hourly reports and customize chart positioning.
Agent Page Updates: The softphone now supports audio device selection, and agents can answer calls using their headset button. Automatic queue log-off is available when agents disconnect, and the Icon Agent Page will be removed in the next release — a migration guide is available now.
Future-Proofing: Rocky Linux 10 is now supported, and InnoDB is the official database format, offering better crash resilience and easier replication.

Want to Learn More?

Read the full release notes to discover all the new features and improvements, including some UI changes, a new DB Inspector page, and and more. Complete release notes are available on What’s New in QueueMetrics 26.01.

Video introduction

We will have a live-stream on Jan 27, 2026 at 16:00 Zürich time (7:00 AM in San Francisco, 10:00 in New York, 12:00 in Sao Paulo, 17:00 in Johannesburg, 19:00 in Dubai) to introduce the new release. You are welcome to join us to share an introduction and walk-through and - of course - ask questions, or just say hi.

About QueueMetrics

For more technical information please refer to the User Manual.

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

Migration from the old Icon agent page to QAP

Fri, 16 Jan 2026 00:00:00 +0100

If your team is moving from the legacy Icon agent page to the new QueueMetrics Agent Page (QAP), this guide is for you.

You will learn how to perform the same everyday actions you already know, but in the new interface.

New QueueMetrics Agent page

QAP is the main workspace for agents in QueueMetrics. It is built to reduce clicks and keep everything needed during a call, in one place, so agents can stay focused and supervisors get cleaner data.

In this guide we cover the most common tasks agents perform on the Icon page, and where to find or how to do them in the new QueueMetrics Agent Page QAP.

For a deeper walkthrough and training material, see the full guide here:
QueueMetrics Agent page training

This was the previous view:

This is the new view:

On the new home page, you can view some personal statistics and find the new location of the following features:

Softphone
Call status
Call Interactions (unified in QAP)
Queue list where the agent can log in (unified in QAP)
Pause menu
Dial-out menu (unified in QAP)
CRM integration
Log out
Log out (QAP)

Some additional information in the latest agent page

The Agent Status Panel

If you open the menu next to the agent’s name, you can see useful information such as:

The queue(s) the agent is logged into
Pause menu
Session duration and idle time

How do I log in to a queue and start working

Differences between the old and the new Queue List menu:

This was the previous view:

This is the new view:

Follow the steps below to log in to or log out from a queue:

Step 1. Open the Queue List

From the Home page, navigate to the Queue List view.

Step 2. Check or enter your extension (optional)

In the Queue List page, you can see the agent’s extension. If Hotdesk mode is enabled, enter the extension you want to use for your working session.

Step 3. Select the queue

Choose the queue you want to work on from the list.

Step 4. Join the queue

Click Join to log in to the selected queue.

Step 5. Select multiple queues (optional)

If needed, you can select multiple queues or use Select All.

Step 6. Use Join Selected for bulk join (optional)

Select multile, or all the queues, and press the Join Selected button to join multiple queues at once.

To log out, follow the same steps and use the Leave option instead of Join.

How can I set or manage pauses now

The pause menu is available in two different locations on this new agent page:

In the Agent Status Panel:
Accessible in the upper right corner of the main page after logging into QueueMetrics.
This panel provides real-time information on the agent’s status and features the pause menu:

Queue List View:
after accessing the Queue List (Step 1), the pause menu is located in the top right side of the page (Step 2).

Here you can find more details about the new control queue page

Where can I find the softphone

This was the previous view:

Here is the new view. To open it, click the phone button on the updated agent page:

You will find this softphone much more intuitive than the old system, with added capabilities such as automatic responses to streamline your communication.

Here you can find more details about the SoftPhone.

What about my call history

The Interactions section is the hub where agents can view and manage their daily call interactions. It provides a comprehensive view of all the calls an agent has handled (inbound and outbound), ensuring transparency and clarity in their daily tasks.

This was the previous view:

This is the new view:

Here you can find all the details about the Call Interactions page

In this new version of the Agent Page, you will also find a wide range of additional features, such as:

About QueueMetrics

For more technical information please refer to the User Manual.

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

QueueMetrics Wallboard Kiosk Mode

Wed, 14 Jan 2026 00:00:00 +0100

What is Kiosk Mode?

QueueMetrics kiosk mode lets you run a Wallboard as a stand alone page on a dedicated screen, without requiring a normal interactive QueueMetrics session. It is ideal for TV screens in the call center, supervisor stations, or a small always on dashboard device.

This guide explores how to create a wallboard, generate the kiosk URL, and deploy it quickly.

Overview

QueueMetrics wallboards are made of one or more views that can rotate automatically. Each view contains widgets laid out on a grid, so you can build dashboards that are readable from a distance.

Kiosk mode is simply the same wallboard opened with a special URL that logs in automatically with a dedicated user and shows the wallboard full screen.

Prerequisites

Before you start, make sure you have:

Access to the Wallboard page
You need a User with the user key REALTIME to view wallboards.
( how user keys work )
Permissions to edit and share wallboards
If you need to create or edit wallboards, your user should also have:
- WALLBOARD_ADD to create and save wallboards
- WALLBOARD_FORALL to create public wallboards that can be shared
A working robot user for kiosk mode
Kiosk URLs are designed to use a dedicated user (often called robot).
In many new installs the robot user exists but is disabled, so you may need to enable it and set a password.

For kiosk mode, the kiosk user must have:
- REALTIME
- ROBOT
Tip: keep this user limited to wallboard viewing only, and do not reuse a supervisor account in kiosk URLs.

Create a wallboard

Where to find the Wallboard page

From the QueueMetrics home page you can open the default wallboard using the Wallboard link.
You can also open saved wallboards from the Wallboards section of the home page.

Rotation behavior to remember

Views rotate when Play is active.
If you change something on the page, rotation stops automatically until you manually reactivate it.
Set each view duration so the whole cycle is readable from a distance, usually 10 to 30 seconds per view.

Get the kiosk URL

Kiosk mode is available for public wallboards.

Once the wallboard is public:

Open the wallboard.
Click the Share icon in the top bar.
QueueMetrics copies a kiosk URL to your clipboard.

The kiosk URL looks like this:

https://my.queuemetrics-instance/queuemetrics/qm_wab2.do?user=robot&pass=***&queues=300%7C301&wallboardId=10

Editing the queues in the URL

The queues parameter is the list of atomic queues used as data sources for the wallboard.

Multiple queues are separated by a pipe character.
In URLs, the pipe is encoded as %7C.

Example:

queues=300%7C301 means queues 300 and 301.

Important security notes

The URL contains credentials. Treat it like a password.
Update pass=*** so it matches the real robot password.

Deploy the kiosk screen

A kiosk setup can be as simple as a browser in full screen mode.

Recommended approach

Use a small computer connected to your TV or monitor.
(mini PC, smart TV or a Raspberry Pi)
Open a modern browser and paste the kiosk URL.
Switch the browser to full screen mode.
Disable screen sleep on the device so the wallboard stays visible.
If possible, configure the device to auto start the browser at boot.

Tips and troubleshooting

Check that the robot user is enabled.
Confirm the user has REALTIME and ROBOT.
Verify the password in the URL.

Data looks wrong or incomplete

Confirm the queues listed in queues=... are correct and are atomic queues.
If you changed the queues used by the wallboard, update the URL accordingly.

Wallboard does not rotate

Make sure the wallboard is in Play mode.
Verify each view has a duration set.

Kiosk mode is a simple way to put real time information in front of the whole team.
Build a wallboard that is readable from a distance, generate the kiosk URL from the Share button, and run it on a dedicated device that stays on throughout the day.

About QueueMetrics

For more technical information please refer to the User Manual.

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

QueueMetrics and Slack integration

Tue, 09 Dec 2025 00:00:00 +0100

How can you turn QueueMetrics data into live notifications for your chat tools?

In this tutorial we’ll build a small example that sends agent pause / unpause events from QueueMetrics to a Slack channel using the QueueMetrics JSON APIs and a tiny Node.js script on Rocky Linux 9+.

The same pattern works not only for Slack, but also for Microsoft Teams, Rocket.Chat, Mattermost, Telegram, and any other system that accepts HTTP webhooks, you just change the destination URL and payload.

QueueMetrics → Slack: agent pause/unpause notifications

When we’re finished, every time an agent pauses, changes pause code, or unpauses, a message like this will appear in your Slack channel:

We’ll implement this with:

QueueMetrics Realtime JSON API (RealtimeDO.RtAgentsRaw)
A small Node.js 20+ script that polls the API
A Slack Incoming Webhook that receives the notifications
A systemd service to keep everything running on Rocky 9+

1. What you need

1.1. Rocky Linux server

Rocky Linux 9 or later
Outbound HTTPS access to:
- your QueueMetrics instance
- Slack (https://api.slack.com/apps)

1.2. QueueMetrics

A working QueueMetrics instance (on-prem or Live)
A Robot User with:
- valid credentials
- access to the queues you want to monitor
Your QueueMetrics base URL, for example: https://my.queuemetrics-live.com/queuemetrics

1.3. Node.js 20+

On Rocky 9, install Node 20 like this:

sudo dnf -y update
sudo dnf -y module enable nodejs:20
sudo dnf -y install nodejs
node --version

Make sure node --version prints v20.x.x or newer.

1.4. A Slack workspace and channel

A Slack workspace
A channel (e.g. #pause-notifications)
Permission to create a Slack app (https://api.slack.com/apps)

2. Create a Slack app and incoming webhook

We’ll use a simple incoming webhook, no need for a full bot.

Go to https://api.slack.com/apps and sign in.
Click Create New App → From scratch.
Name it something like QueueMetrics Notifier and select your workspace.
In the left sidebar, open Incoming Webhooks.
Toggle Activate Incoming Webhooks to On.
Click Add New Webhook to Workspace:
- Choose your channel (e.g. #pause-notifications)
- Click Allow
Slack shows you a Webhook URL, similar to:
```
https://hooks.slack.com/services/T00000000/B00000000/XXXXXXXXXXXXXXXXXXXXXXXX
```
You should now see the Slack incoming webhook configuration page, similar to this:

Copy this URL somewhere safe, we’ll need it as SLACK_WEBHOOK in the script.

You can add more webhooks later or change the channel directly from the Slack app settings.

3. Download the example script and service

We’ll use the ready-made example from our QueueMetrics add-ons repository. This is just an example of what you can achieve, feel free to edit or create new scripts for yourself.

Repository:

https://github.com/Loway/OpenQueueMetricsAddOns/tree/master/API_Notifier

Files you need:

Notifier script (Node.js) slack-notifier.js
systemd service unit qm-notifier.service

On your Rocky 9 server:

sudo mkdir -p /opt/qm-slack-notifier
cd /opt/qm-slack-notifier

# Option: copy/paste script content from GitHub
sudo nano slack-notifier.js    # paste in the script, then save

In the examples below we assume:

Script path: /opt/qm-slack-notifier/slack-notifier.js

Service file: /etc/systemd/system/qm-notifier.service If you use different names or paths, update the ExecStart= line in the service accordingly.

4. Configure the notifier script

Open the script on your Rocky server:

sudo nano /opt/qm-slack-notifier/slack-notifier.js

Near the top you’ll see a configuration block like this:

// ------- CONFIG (hardcoded) -------
const QM_BASE   = "https://my.queuemetrics-live.com/queuemetrics";  // Your QueueMetrics instance link
const QM_USER   = "robot";
const QM_PASS   = "robotPassword";
const QM_QUEUES = encodeURIComponent("1000|1001");         // queue list, separated by pipe symbol
const SLACK_WEBHOOK = "https://hooks.slack.com/services/XXXXX/XXXXX";

const POLL_INTERVAL_SEC = 5;         // how often to poll, default 5 seconds
const INTERVAL_MS = POLL_INTERVAL_SEC * 1000;

const DEBUG = false;                 // set true to see per-poll logs
const TLS_INSECURE = false;          // set true only if your QM HTTPS uses self-signed certs
const ANNOUNCE_ON_START = false;     // set true to announce current state once on startup
// ----------------------------------

Edit these values:

QM_BASE → your QueueMetrics URL including /queuemetrics, e.g.: https://my.queuemetrics-live.com/queuemetrics
QM_USER / QM_PASS → robot user credentials
QM_QUEUES → queue list, separated by |, e.g.: encodeURIComponent("1000|1001|2000")
SLACK_WEBHOOK → the full webhook URL from Slack
POLL_INTERVAL_SEC → how often to poll QueueMetrics (5s is usually fine)
DEBUG → set to true temporarily if you want verbose logs (journalctl)

Save and exit when you’re done.

5. Install and enable the systemd service

Create the service file:

sudo nano /etc/systemd/system/qm-notifier.service

Paste this content (or your version from GitHub), and make sure ExecStart matches your script location:

[Unit]
Description=QueueMetrics → Slack (agent pause/unpause) notifier
After=network-online.target
Wants=network-online.target

[Service]
Type=simple
WorkingDirectory=/opt/qm-slack-notifier
ExecStart=/usr/bin/node /opt/qm-slack-notifier/slack-notifier.js
Restart=always
RestartSec=2

[Install]
WantedBy=multi-user.target

Reload systemd and start the service:

sudo systemctl daemon-reload
sudo systemctl enable --now qm-notifier
sudo systemctl status qm-notifier --no-pager
journalctl -eu qm-notifier 

You should see something like:

QM notifier running: polling every 5s…

If DEBUG is true, each poll will print more information about what the script sees.

6. Test your Slack notifications

Make sure the queue you’re testing is listed in QM_QUEUES.
Log an agent into that queue.

From the agent side (softphone, web agent, etc.):

Pause the agent → in Slack you should see:

🛑 agent/402 is PAUSED (pause code 11). Since 13:03

Change the pause code →

🔁 agent/402 changed pause (11 → p2). Since 13:03

Unpause the agent →

✅ agent/402 is UNPAUSED (was p2). Since 11:40

If nothing shows up in Slack:

Check the service logs:
```
journalctl -eu qm-notifier
```
Temporarily set DEBUG = true in the script, restart the service, and verify:
- the API call succeeds
- realtime rows are returned for your agents
- pause codes are detected

Remember to set DEBUG back to false once everything is working.

7. Reusing the pattern for Teams and others

The interesting part here is not Slack itself, but the pattern:

Poll QueueMetrics Realtime JSON:
- QmRealtime/jsonStatsApi.do?queues=…&block=RealtimeDO.RtAgentsRaw&jsonFormat=simple
Detect state changes:
- ACB_curPauseCode non-empty → agent is PAUSED
- ACB_curPauseCode empty → agent is UNPAUSED
Post a message to some HTTP endpoint.

To target other tools:

Microsoft Teams
Create a Teams Workflow (Power Automate) with an HTTP trigger, use its URL instead of SLACK_WEBHOOK, and adjust the send function to POST a simple JSON body (for example { "text": "…" }) that the workflow posts into your channel.
Rocket.Chat / Mattermost
Many support Slack-style webhooks. Often the same { "text": "your message" } payload works with little or no change.
Telegram
Replace the webhook URL with https://api.telegram.org/bot<token>/sendMessage and send chat_id and text instead.

You keep the QueueMetrics / pause detection logic exactly the same and just change where you send the notification.

With just a small Node.js script and a webhook, you turned QueueMetrics pause/unpause events into live notifications in Slack.

From here you can extend the same pattern to other events (SLA breaches, long waits, low staffing) or other destinations like Microsoft Teams and Telegram.

About QueueMetrics

For more technical information please refer to the User Manual.

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

QueueMetrics Now Fully Integrated with FusionPBX

Tue, 14 Oct 2025 00:00:00 +0200

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

For more technical information please refer to the User Manual.

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

First step with QueueMetrics - Homepage

Thu, 04 Sep 2025 00:00:00 +0200

This guide introduces the User Homepage, and how it differs from the Agent Page. The Agent Page is available by default but is empty; once the appropriate permission keys are assigned, it’s populated with the features the agent needs.

To log on to QueueMetrics, you have to point your browser to the address of the server where you installed QueueMetrics.

You can login with your QueueMetrics user credential, or if SSO is configured, sign in using your Google or Microsoft account.

The User home page

Here we can see:

1. Search field – By typing a query in the search bar at the top of the Home Page, the user can search for specific quick links or QueueMetrics features.

2. Your Logo – To change your logo, edit the system property layout.logo. Its description and usage can be found in Layout and Behavior Preferences.

3. Name of user and role – Here you can see which user is logged in and their role (user, admin, supervisor, etc.).

4. Main Features – Task, Refresh, User Information, License Page, Home, Log Out (explained in the next chapter).

5. Edit InfoBoxes and Settings – Options to customize your homepage view.

Main Features

1. Tasks – Useful for scheduling activities in your call center.

2. Refresh button – Refreshes your page.

3. User Information – Allows you to change the theme and password.

4. License Page – Displays the current software version and license information.

5. Home button – Always returns you to the Homepage.

6. Log Out button – Closes your session and disconnects you from QueueMetrics.

Edit Home page

In this menu you can add or remove InfoBoxes:

To add new InfoBoxes, click the “+” button in the top-right corner of the Home Page. This opens the InfoBox selector, where you can choose which InfoBoxes to display by flagging them.
To remove InfoBoxes, in the same menu, unflag the InfoBoxes you want to remove.

Settings

To access the Configuration Editors, System Administration, and System Diagnostics, click the gear icon in the top-right corner. This opens the Administration menu, which shows only the features your account is permitted to use.

The menu is divided into three sections:

Configuration - Set up and manage agents, users, queues, and related settings.
System Administration - View configuration properties and audit logs, check MySQL storage information.
Diagnostics - With the appropriate security keys, access the System Diagnostic Tools: Database Inspector, View Configuration, AMI Command Debugger, RAM cache monitor/reset, AMI connection tester, and SMTP tester.

How can an Agent access this page

If you’re an agent, open the Home Page by clicking the Home icon. InfoBoxes are visible only if your account has the required permission keys. If you don’t see them, ask your administrator to assign the appropriate keys to your user.

….

About QueueMetrics

For more technical information please refer to the User Manual.

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

First step with QueueMetrics - Report

Thu, 17 Jul 2025 00:00:00 +0200

How can we gain a better understanding of the data from our call center?

The Report.

Create a new report

Creating a new report in QueueMetrics is simple and allows you to customize how your data is presented.

To create a new report, follow these steps:

From the home page click on the Report section
Set the Name for Your Report - Enter a clear and descriptive name for your report. This helps you identify it later, especially if you’re managing multiple reports.
Select Queues to Analyze - Choose one or more queues that you want this report to include. You can add or change these later as well.
Define the Time Range - Set a default time range (e.g., last 7 days, today, last month). This will be the initial range shown when opening the report.
Add Pages and Data Blocks - Once the report is created, you can add pages and fill them with data blocks, depending on what you want to analyze (calls, agent sessions, pauses, etc.).
Save the Report - Don’t forget to click Save to keep your changes.

Below is the explanation of how the agent page is structured:

Understanding the Report Page Layout

When we open a new report, we are presented with the following layout:

here we can see:

Report Title – The name of the report.
Time Range Selector – The selected time range for the report. You can manually set a start and end date, or use the drop-down menu to choose from predefined ranges.
Call Summary – Displays the total number of calls, along with a breakdown of answered and unanswered calls.
Report Action Buttons – This includes the Save button. If any changes are made, an Apply button will appear. You’ll also find the menu described in the next section.
Queue selector – Shows the queues that will be analyzed in the report.
Filter selector – Allows you to apply additional filters to refine the report data, described in the next section.
Report Pages – Each report can have multiple pages, each containing different information. For example, you might have one page analyzing call volume for a specific queue, and a second page analyzing agent pauses and session activity.
Data Block Section – This is where you can add data blocks to display the metrics and analytics relevant to your report.

In this menu, you can find the following actions:

Create New Report – Allows you to create a new report directly from this page.
Clone Report – Useful when you want to duplicate a report layout for different queues or agents. You can create the first version and then clone it, changing only the name and the selected queues or agents.
Settings – Opens the report settings, which are explained in the next section.
Datablock Menu – Displays the list of all available data blocks (graph or tables of data).
Share Report URL – Allows you to copy and share the direct URL of the report.
Export to PDF – Generates a PDF file of the current report (without graphs).
Export to Excel – Exports the report in XLS format (without graphs).
Import JSON – Allows you to import a report template in JSON format.
Export JSON – Exports the current report template as a JSON file.

Here you can find some templates of reports.

In this section, you can find all the available filters that can be applied to a report. Below are some of the most useful filters:

Agent – Filter the data by specific agents.
Queue – Filter the data by specific queues.
Caller – Filter by caller number or pattern (e.g., to isolate internals or external callers).
Min. Call duration – Show only calls that lasted longer than a specified number of seconds.

Combining Filters with Logical Operators

After adding more than one filter, you can also choose the type of logical operator to use by combining them:

The three available operators are:

OR – The report will include data that matches at least one of the selected filters.
AND – The report will include only data that matches all selected filters at the same time.
NOR – The report will include only data that does not match any of the selected filters.

By clicking on a filter bubble, you can also set it as a negative filter.

This means the report will exclude data that matches the selected filter.

For example, selecting a specific agent and marking the filter as negative will show all data except that agent’s activity.

The Report Data Block Section

The Data Block Section is where you build the content of your report by adding specific blocks of information. Each data block represents a predefined set of metrics, charts, or tables related to queues, calls, or agents.

You can fully customize your report by choosing which data blocks to include, their order the columns, and how they are displayed across different pages.

The main group of datablock are:

AgentsDO e.g., AG01, AG09 For detailed reporting on agent activities, availability, sessions, and pauses.
CallDistrDO e.g., DD01, DH08 For call distribution by day, hour, or weekday.
KoDO e.g., UN03, UN04 For missed/unanswered call reports, including disconnection reasons and queue-based summaries.
OkDO e.g., OK03, OK04 For answered call metrics, SLA (Service Level Agreement), and agent queue activity.
OutcomesDO e.g., OU01, OU02 For call outcomes, billable vs non-billable events, and general outcome reporting.
FcrDO For customer First Call Resolution (FCR) analysis.

You can find all of our Datablock list and detail here.

About QueueMetrics

For more technical information please refer to the User Manual.

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

QueueMetrics Blog

Your Call Center Data Just Got a Whole Lot Smarter

So, What Does This Actually Mean for You?

What It Does Today, and Where It Is Headed

Get Started

Frequently Asked Questions

Which AI engines support MCP?

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

Are my credentials safe?

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

Ready to Try It?

About QueueMetrics

First step with QueueMetrics - Wallboard

The Wallboard

What You’ll Need

Getting Started with the Wallboard

Option 1: Access an existing Wallboard

Option 2: Create a New Wallboard

Widgets

Filter

Softphone

Agent Actions

Setting Up Alerts

How to create custom alerts

Displaying on Large Screens, the Kiosk Mode

About QueueMetrics

How QueueMetrics for Teams Helps You Spot Impersonation Scams Before They Strike

The Threat: A New Generation of Teams-Based Impersonation

Fake Tenants, Real-Looking Names

Pushing the “External” Tag Off-Screen

Forged Caller Identity on Calls

Lookalike Domains

The Vishing Pivot

Where QueueMetrics Comes In: Visibility You Don’t Get Out of the Box

TM01 – External Callers: Your First Line of Domain Surveillance

TM02 – External Callees: Watching the Outbound Side

TM03 and TM04 – The Full Picture, Including Missed Calls

TM05 and TM06 – Caller and Callee Classification: The Big Picture

Putting It All Together: A Practical Workflow

Why This Matters More Than Ever

Quick Reference: QueueMetrics Teams Data Blocks

About QueueMetrics for Teams

QueueMetrics 26.01 released today

About QueueMetrics

Migration from the old Icon agent page to QAP

New QueueMetrics Agent page

Where can I find my menu?

Some additional information in the latest agent page

How do I log in to a queue and start working

Step 1. Open the Queue List

Step 2. Check or enter your extension (optional)

Step 3. Select the queue

Step 4. Join the queue

Step 5. Select multiple queues (optional)

Step 6. Use Join Selected for bulk join (optional)

How can I set or manage pauses now

Where can I find the softphone

What about my call history

About QueueMetrics

QueueMetrics Wallboard Kiosk Mode

What is Kiosk Mode?

Overview

Prerequisites

Create a wallboard

Where to find the Wallboard page

Rotation behavior to remember

Get the kiosk URL

Editing the queues in the URL

Important security notes

Deploy the kiosk screen

Recommended approach

Tips and troubleshooting

The screen shows a login error

Data looks wrong or incomplete

Wallboard does not rotate

About QueueMetrics

QueueMetrics and Slack integration

QueueMetrics → Slack: agent pause/unpause notifications

1. What you need

1.1. Rocky Linux server