system
QueueMetrics
A separate reporting product that reads Asterisk call data to produce detailed call-center reports, often used alongside VICIdial for richer dashboards.
QueueMetrics is a separate, commercial reporting product. It is not part of VICIdial, but the two are often run side by side because both sit on top of Asterisk. QueueMetrics reads the call-event data Asterisk produces and turns it into polished call-center reports and live dashboards.
People reach for it when VICIdial's built-in reports cover the basics but a manager wants deeper, prettier breakdowns — or wants reporting that follows a familiar queue-and-agent model. It is especially common in shops that lean heavily on inbound queues, where every Ingroup becomes a queue you can slice and chart.
What it reports on
It is built around the numbers contact centers live by: a live wallboard much like a Real-time report, plus historical views of nearly every KPI (Key Performance Indicator) you would expect. You can track Service level, watch Average handle time (AHT) drift across the day, and compare agents or queues over weeks. It rolls the raw call legs into agent-level and queue-level summaries automatically.
The thing to keep in mind is that it is a layer on top, not a replacement. VICIdial still runs the calls and the agents; QueueMetrics just reads the trail they leave behind. That separation is nice — you can add it without changing how the dialer works — but it does mean two systems to license, install, and keep in step, so weigh that against the extra reporting before you commit.
Related terms
Asterisk
Asterisk is the open-source telephony engine that VICIdial runs on, handling the actual placing, bridging, and recording of calls beneath the dialer's logic.
Average handle time (AHT)
Average handle time, or AHT, is the mean time an agent spends per call, including talk time plus any after-call wrap-up work.
Ingroup
An inbound group in VICIdial that routes incoming calls to a pool of agents, the inbound counterpart to an outbound campaign.
KPI
A KPI, or key performance indicator, is a single number you track over time to tell whether a campaign or agent is moving toward its goal.
Real-time report
A real-time report is a live screen that refreshes every few seconds to show what every agent, campaign, and queue is doing right now.
Service level
Service level is the percentage of inbound calls answered within a target time, such as 80 percent answered within 20 seconds.