[Asterisk-Users] Enhanced Queue App Revisited
In July of 2003, this message was posted asking about an enhanced queue app for Asterisk. http://lists.digium.com/pipermail/asterisk-users/2003-July/014965.html I am evaluating Asterisk for use in a 200+ seat call center, and I need to know whether any advances have been made in its queue reporting and real-time monitoring. An appended list of what I am looking for is below. My additions are in ALL CAPS. = For each queue: - average delay time per queue (hold time) - max delay time - min delay time - service level % (# of calls answered within acceptable number of seconds) - total calls to the queue - # of calls abandoned - MAX DELAY TIME BEFORE ABANDON - MIN DELAY TIME BEFORE ABANDON - AVG DELAY TIME BEFORE ABANDON - # of of calls answered - # of agents in that queue - # of agents available in that queue - # of agents in wrap-up mode in that queue - # of agents in other unavailable mode for that queue For each call in each queue: - delay time - talk time (if answered) - ANI for that call - number of times that call has been answered (tells you # of transfers) For each agent: - number of calls taken since login - avg # of calls taken per minute - avg length of calls per agent - max call length per agent - MIN CALL LENGTH PER AGENT - AVG DELAY BEFORE ANSWER (HOLD TIME) - length of current call for that agent - CID for current call for that agent - status of agent - average idle time for agent - total amount of idle time for agent during login - total amount of talk time for agent during login - avg amount of wrap-up time per call - total amount of wrap-up time during login = Preferably, I would like an out-of-the-box solution, but custom-coding is an option as long as the necessary data is available from Asterisk. If anyone could point me in the right direction, it would be greatly appreciated. Thanks, Matthew Roth http://www.voip-info.org/tiki-index.php?page=Running%20Asterisk%20on%20Debian ___ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] Enhanced Queue App Revisited
Matt Roth wrote: Preferably, I would like an out-of-the-box solution, but custom-coding is an option as long as the necessary data is available from Asterisk. If anyone could point me in the right direction, it would be greatly appreciated. You're right in that most of the things you're asking for requires custom programming. All the data should already be there to get the data you want. It's just a matter of coming up with the application to generate said reports. You might want to check out XC-AST, do a search on the list for that. It's a web-based application that should report most (if not all) of what you're looking for. Otherwise you'll have to roll your own. We've got our own queue reporting app, doing stuff like what you mentioned. It shouldn't be too difficult, as long as you've got some means to extract the data from the queue log files, as well as the CDR. Of paramount importance is understanding what means what in the queue log file. Flynn ___ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] Enhanced Queue App Revisited
In data Fri, 01 Apr 2005 11:09:24 +0800, El Flynn [EMAIL PROTECTED] ha scritto: Matt Roth wrote: Preferably, I would like an out-of-the-box solution, but custom-coding is an option as long as the necessary data is available from Asterisk. If anyone could point me in the right direction, it would be greatly appreciated. You might want to check out XC-AST, do a search on the list for that. It's a web-based application that should report most (if not all) of what you're looking for. Otherwise you'll have to roll your own. Yes, in fact it does (its initial requirements were more or less based on the same list) and adds quite a number of additional reports, both in deferred and real-time modes (see the manual at http://demo.xcept.it/xc-ast/download.jsp to have an idea of the many things it does). Though it is a commercial application, it is available free (as in beer) for smaller call centers, SOHOs and goodwilling * hackers. :-) Bye, l. -- Assum est, versa et manduca. ___ Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
