The passive outbound call tracking mode (also known as automatic), as the name says, requires no user intervention. All calls of any type occurring between extensions or to external numbers are automatically included. As QueueMetrics monitors calls within queues, these passive outbound calls are logged "as if" they occurred on an inbound queue named OUTBOUND. Callers are automatically added to this queue before the call starts, and leave them soon after the call is finished.

Generally, it is not always desirable for all calls happening on a PBX to be visible as a single pool. Therefore, QueueMetrics allows you to specify filters based on the calling and called numbers. Those enable you to track only the calls of interest - usually these are calls made to external lines, which, depending on the PBX system, often start with "0", "1" or "9". This allows you to avoid tracking all other internal calls. Furthermore, you can set specific exclusion filters on originating numbers, such as excluding calls made by the executive staff.

Manual outbound calls, on the other hand, are designed to be initiated from the QueueMetrics agent page. Agents must select an outbound campaign and enter the phone number to call. Their extension will ring, and upon answering, the actual outbound call will begin.

Because these calls require specifying an outbound campaign, it is possible to track the reason for the calls more precisely. For instance, calls made for different company departments or for different purposes can be separated on different campaigns. Additionally, agents can set supplementary call information (call outcomes and call features) through their dedicated page.

These calls can also be automated using a QueueMetrics feature called Assisted Manual Outbound (AMO), which allows a group of agents to efficiently go through various lists of numbers to call and recall. This is in effect a manual dialer embedded within QueueMetrics that allows a pool of agents to process outbound campaigns.

For optimal visibility of manual outbound calls, it is advisable to create regular queues in the system (i.e., inbound queues) to be used as a roster of available agents. This way, supervisors can easily see all agents available for making outbound calls, just as they would see agents available for receiving inbound calls.