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QueueMetrics Simplifies Your Workflow

QueueMetrics simplifies call center agents’ daily workflow using a dedicated agent interface with text messages and alarm options. It integrates easily with all modern CRMs in the market like Vtiger or Salesforce, and includes a ready to use WebRTC softphone and a complete quality tracking tool.

Measure and improve all contact center activities with more than 200 different metrics. Manage your contact center processes in realtime with customizable Wallboards, live alarms, whisper, spy and barge monitoring.

Trusted by thousands of companies worldwide for its solidity and scope. With more than 15 years of experience, QueueMetrics regularly improves its selection of reports and metrics. Available as QueueMetrics-Live Cloud service or On-Premise software package for FreePBX, Yeastar S PBX, Grandstream UCM, Issabel, FusionPBX, VitalPBX and many other Asterisk/Freeswitch distros.

QueueMetrics is a highly scalable monitoring and reporting suite that addresses the needs of thousands of contact centers worldwide and offers a broad range of integrated benefits:

  • Supports unlimited agents, queues and campaigns.
  • Control clusters of Asterisk servers as a single virtual server.
  • Compatible with any Asterisk version and configuration.
  • Full compatibility list available here: Compatibility List.
  • Available in multiple languages.
  • Compute over 200 metrics for calls, agent activity and overall efficiency.
  • Fully integrated WebRTC softphone.
  • QueueMetrics Icon Agent Page, the innovative and minimalistic interface where agents can operate all their call-center functions with only one control icon.
  • Scheduled reporting via email.
  • Single and multiple reporting for queues/campaigns.
  • Weekly activity breakdown in days, hours.
  • Measure business targets against SLAs.
  • Measure staff performance on ACD/non­ACD activities.
  • Customizable QA forms for live/recorded call grading.
  • Complete performance reports by agent and by queue.
  • Listen to live/recorded calls also on multi­server setups.
  • Export reporting data to MS Excel, CVS, XML.
  • Detailed real­time activity reporting with definable alarms.
  • Listen to live calls remotely.
  • Available real­time Wallboard mode.
  • View agent screens via VNC screen­sharing server.
  • Restricted Visitor mode for external inspection.
  • Add/remove agents directly from Administrator screen.
  • Available extension module Agent Awareness (AGAW).

WombatDialer can work on predefined call lists or can dynamically create them over an API. It shares the load on one or more PBX servers and has a flexible rescheduling logic to handle missed calls. It is built to be used with your existing Asterisk PBX and does not require separate servers or a separate set of lines. It can call over VoIP or through the public telephone network.

WombatDialer is built to integrate with your business processes, can receive calls to be made over HTTP and/or notify an external system in real-time of calls made and results gathered. It works natively with the QueueMetrics Call-Center Monitoring Suite in order to produce state-of-the-art campaign analysis and insight.

Used in thousands of contact centers worldwide, WombatDialer offers a broad range of integrated services and features:

  • Works with your existing Asterisk PBX
  • Easy, automated installation
  • High scalability: from one to hundreds of outbound lines on multiple servers
  • Runs multiple prioritized campaigns in parallel
  • Pervasive security model with extensive auditing capabilities
  • Programmable handling of calls that do not complete
  • Easy to integrate through its HTTP API
  • Strong real-time monitoring capabilities
  • Runs locally – you do not have to depend on third-party services
  • Provides a set of “building blocks” so you can create custom-tailored solutions
  • Available in English, Russian, Spanish and Italian language
  • Free e-mail Customers Support within the license duration period
  • Free product updates within the license duration period