Processing of VoIP calls routed by an IPBX server are disclosed. At least one processing circuit is communicatively coupled to an Internet-Protocol Private Branch Exchange (IPBX) server that is configured and arranged to route Voice over Internet Protocol (VoIP) calls for a plurality of agents in a call center. The processing circuit is configured to receive call event messages from the IPBX server for calls routed by the IPBX server, generate, during a call to a first agent of the plurality of agents, a set of data metrics including call summary metrics based on the call event messages; and redirect, during the call to the first agent, the call to a second agent of the plurality of agents in response to the set of data metrics satisfying a set of criteria indicated in a policy.