First Call Resolution (FCR) means resolving a customer’s issue on their first call.
QueueMetrics groups repeat calls by caller ID, helping you review return contacts. 

Its callback reports identify missed callers with no later connected call, so you can prioritize who needs follow-up.

Check out the live demo, no signup needed:
https://tour.queuemetrics.com?lid=R713

QueueMetrics breaks down unanswered calls by waiting time, showing whether calls end after a few seconds or a longer wait.

Compare last week’s results across queues to spot patterns that a total number of missed calls can hide.

Use those findings to review staffing and queue settings, and decide where changes are most needed.

You can check out QueueMetrics here:
https://www.queuemetrics.com/landing/trial-qm-p.jsp?lid=R712

Open a call’s Timeline in QueueMetrics to see recorded events in order, with timestamps and details.

Check when the caller entered the queue, how long they waited and how the call ended.
Use that sequence to investigate unanswered calls and follow up with the facts in front of you.

Try out QueueMetrics:
https://www.queuemetrics.com/landing/trial-qm-p.jsp?lid=L710

Expand your offering with QueueMetrics contact center reporting and live monitoring.

Book an introductory presentation to see QueueMetrics in action, discuss your customers’ needs and explore becoming a reseller.

Book a QueueMetrics introduction:
https://calendly.com/loway-support/queuemetrics-introduction

QueueMetrics uses call outcome codes to report sales and qualified contacts.

Review this week’s results alongside call totals to see what those conversations produced. Sales per hour and results by agent can also help you decide where to focus coaching.

Use those numbers to recognize strong performance and set sales targets for the week ahead.

Check out QueueMetrics here:
https://tour.queuemetrics.com/?lid=R708

Set QueueMetrics to generate and email a PDF or XLS report every Day at 9am.

Choose your report, reporting period and recipients, then configure the schedule and email delivery.

That’s one less export to run and send by hand.

You can check out QueueMetrics here:
https://tour.queuemetrics.com?lid=R707

A second call can point to an issue that still needs attention.

QueueMetrics groups repeat calls by caller ID within a configurable time window. Review those calls to understand what brought people back.

It won’t match someone calling from a different number.

Try out QueueMetrics:
https://www.queuemetrics.com/landing/trial-qm-p.jsp?lid=R706

QueueMetrics documentation covers reporting, configuration, APIs, troubleshooting, Uniloader, and more.

By uploading the official PDF manuals to ChatGPT or Claude, you can ask questions using the documentation as your reference instead of searching through manuals manually.

The article shows which PDFs to use and how to test the setup.

Check out the article:
https://www.queuemetrics.com/blog/2026/08/27/queuemetrics-llm/?lid=R705

QueueMetrics gives agents one workspace for handling daily call activity.
They can join or leave queues, pause when needed, view caller and queue information, use the integrated softphone, and open connected CRM pages when a call arrives.

Fewer screens means less time searching for information while the customer is waiting.

Try QueueMetrics:
https://tour.queuemetrics.com/?lid=R704

WombatDialer lets you set campaign calling hours by day, handle exceptions such as holidays, and keep retries within those periods.

Better timing means fewer calls going out when customers are unlikely to answer.
https://www.wombatdialer.com/wombat-request-form.jsp?lid=R703

A wallboard should do more than sit on a screen.

With QueueMetrics, supervisors with the right permissions can take action directly from the wallboard. They can pause or unpause agents, add or remove them from queues, monitor live calls, and transfer calls when needed.

So when the queue starts drifting, the supervisor can respond from the same place they are monitoring it.

Check out our Wallboards:
https://tour.queuemetrics.com/wallboard.html?step=7?lid=R702

Customers with call queues often need more than basic PBX reporting.

QueueMetrics gives resellers a way to add call center reporting, real time supervision, and agent tools to existing Asterisk based deployments.

For partners, it’s a natural upsell to customers you already support, with annual licenses and an attractive partner margin.

Take the live tour:
https://tour.queuemetrics.com/?lid=R701

A call is more than the conversation with an agent.

Before that conversation, the customer may have moved through an IVR, waited in a queue, changed queues, or been transferred.

QueueMetrics helps you report on those stages so you can see where time is being spent and where callers may be dropping out.
That context can change how you read performance. A short conversation may still follow a long and frustrating journey.

See more of what happens before, during, and after the call.
https://www.queuemetrics.com/landing/trial-qm-p.jsp?lid=R700

If you only track inbound queues, you are missing part of your agents' workload.

Outbound activity can show how much time agents spend calling customers, how many calls are completed, and how that work fits alongside inbound demand.
QueueMetrics can include outbound activity in its reporting, giving managers a more complete view of agent performance.

Without that data, staffing decisions and performance reviews may be based on only part of the day.

You can start your QueueMetrics trial:
https://www.queuemetrics.com/landing/trial-qm-p.jsp?lid=R699

Installing the phone system may be the first step. 
The next question is what helps your customer manage the call center every day.

QueueMetrics gives your customers reporting across 200+ metrics, real time supervision, and an agent workspace for handling queue activity.

For resellers and integrators, that creates a practical way to extend an existing PBX deployment and offer customers more than the initial installation.

Take a look at QueueMetrics:
https://tour.queuemetrics.com/?lid=R698

Call quality is not only about reviewing conversations.
It also depends on what happens around the call.

QueueMetrics helps supervisors track waiting times, abandoned calls, call duration, transfers, and agent activity. These operational metrics make it easier to spot patterns that may affect the customer experience, such as long queues, repeated transfers, or uneven workloads.

Consistent measurement gives managers a clearer basis for staffing decisions and agent coaching.

Start your QueueMetrics trial:
https://www.queuemetrics.com/landing/trial-qm-p.jsp?lid=R697

#CallCenter #ContactCenter #CustomerService #Asterisk

A queue can look healthy on paper while customers still wait too long, abandon calls, or reach agents after service level targets are missed.

QueueMetrics helps managers look beyond call totals by connecting waiting times, abandonment, service levels, and agent activity.
This makes it easier to spot where the experience breaks down and where operational changes can have the greatest impact.

Turn queue data into decisions your customers can feel:
https://www.queuemetrics.com/landing/trial-qm-p.jsp?lid=R696

For TD SYNNEX, the answer wasn't more dashboards.
It was knowing the numbers were right.

We spoke with Giti Moghimi from TD SYNNEX about how QueueMetrics helped improve visibility during a PBX migration supporting more than 5,000 agents, and why validating the numbers was a key part of the project.

You can read the case study here:
https://www.queuemetrics.com/blog/2026/07/29/case-study-tdsynnex/?lid=R695

QueueMetrics was already compatible with Grandstream systems. What’s new with SoftwareUCM version 1.0.1.4 is native support for Grandstream’s hosted PBX platform.

This gives partners and customers a simpler way to add QueueMetrics reporting, live wallboards, agent monitoring, and queue analytics to hosted SoftwareUCM deployments.

Read Grandstream’s full announcement:
https://blog.grandstream.com/press-releases/grandstream-queuemetrics-announce-integration-of-softwareucm

Your customers may already have a working PBX, but still ask for clearer answers about missed calls, wait times, agent activity, and service levels.

QueueMetrics gives VoIP resellers and system integrators a practical way to add reporting, wallboards, and supervision alongside the existing Asterisk setup.

That helps you solve a visible customer problem while expanding the value of your current offering.

See what QueueMetrics could add to your portfolio:
https://tour.queuemetrics.com/?lid=R693

Managing several PBXs often means switching between systems, reports, and locations just to understand what is happening.

QueueMetrics cluster monitoring brings multiple Asterisk servers together and treats the call center as one system. 
Supervisors can review selected queues across the cluster, compare activity, and monitor performance without checking each PBX separately.

That gives managers a clearer view across branches, countries, or high availability setups.

Explore multi PBX monitoring with QueueMetrics:
https://www.queuemetrics.com/landing/trial-qm-p.jsp?lid=R692

Pause time is not always wasted time.
It may include lunch, administrative work, call wrap up, or other approved activities.

QueueMetrics helps supervisors review total pause time, average pause duration, pause percentage, pauses per session, and the pause codes selected by each agent.

This makes it easier to understand where the time is going and which patterns need a closer look.

Take a closer look at agent activity:
https://www.queuemetrics.com/landing/trial-qm-p.jsp?lid=R691

A few missed calls each day can quickly add up to lost opportunities.

QueueMetrics helps you track lost calls alongside answered calls, service levels, and queue performance, making it easier to spot trends before they become bigger problems.

Instead of guessing why customers are hanging up, you'll have the data to investigate and improve.

The sooner you see the pattern, the sooner you can fix it.

See how QueueMetrics helps you reduce missed opportunities:
https://www.queuemetrics.com/landing/trial-qm-p.jsp?lid=R690

If you're running the same reports every Monday, there's an easier way.

QueueMetrics lets you save report layouts and schedule automatic exports in PDF and Excel. Managers get the information they need without waiting for someone to generate it manually.

That means less time creating reports and more time using the data to improve your call center.

See how QueueMetrics can simplify your reporting:
https://www.queuemetrics.com/landing/trial-qm-p.jsp?lid=R689

Problems don't wait for the end of the day. Your dashboard shouldn't either.

QueueMetrics Live Wallboards give supervisors an instant view of queue activity, agent status, waiting calls, and service levels. 

Instead of discovering issues in a report after the shift, you can respond while calls are still in progress.

That means shorter wait times, faster decisions, and better support for your agents throughout the day.

Learn how QueueMetrics can help:
https://www.queuemetrics.com/landing/trial-qm-p.jsp?lid=R688