Re: [asterisk-users] Call Center Reporting
Hi Bilal, Probably there is no open source tool or a good ones available. But few of them I worked with provide up to 2 users free of cost license type of reporting. Reporting for Call Centers can get very complicated. Once you explore some of the commercial apps you will notice how extensive they can get. This is specially true if you are replacing an existing commercial system as you client won't want a mickey mouse replacement but rather a full-fledged call center application. To set down and code for it, it will probably take months to match anything commercially available. I suggest you explore your options before coding it or even attempting queue logs into SQL as that is just he beginning of the work and presentation, ***real-time***, graphs, administration portal, and tons more things are needed to make it a complete suite. Not to forget that this will require continuous updates at the pace of Digium changing Asterisk versions (most of the time as dial-plans changes or queue-log events changes, or if AMI events change). Of course it's possible like other posts suggested but is it economical to embark on it for a single small project? I am not sure Just a thought. -Bruce On Mon, Apr 18, 2011 at 9:23 AM, Sherwood McGowan < sherwood.mcgo...@gmail.com> wrote: > On Mon, Apr 18, 2011 at 8:18 AM, A J Stiles > wrote: > >> If all the details you need to compile your reports can be found in >> existing >> databases (Asterisk's CDR database stores the details of calls; you may >> need >> to get user login/out events from a separate database), > > > Logging the queue_log to MySQL and then setting up a trigger that > inserts/updates data to other tables (such as something like agent_status > and call_status), along with the CDR, will allow the OP to get pretty much > everything they want. > > (*OP, if you need something substantially more than the stats I mentioned > in my earlier post, definitely feel free to email me with details. That way, > not only can I help you, but I can make the open source statistics > solution I'm working on even better)* > > >> A hint: Do the whole thing -- or as much of it as it takes to prove to >> yourself that you're on the right track -- "by hand" first, entering all >> the >> queries yourself in the mysql prompt (or phpmyadmin), *before* you try >> to >> write a program to do it. You will save yourself much heartache that way. >> >> > AJ, truer words have not been oft spoken! I'd also add that creating views > helps if you have complex queries (just to shorten the query that has to be > issued from the end program that gets written). > > > -- > _ > -- Bandwidth and Colocation Provided by http://www.api-digital.com -- > New to Asterisk? Join us for a live introductory webinar every Thurs: > http://www.asterisk.org/hello > > asterisk-users mailing list > To UNSUBSCRIBE or update options visit: > http://lists.digium.com/mailman/listinfo/asterisk-users > -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] Call Center Reporting
On Mon, Apr 18, 2011 at 8:18 AM, A J Stiles wrote: > If all the details you need to compile your reports can be found in > existing > databases (Asterisk's CDR database stores the details of calls; you may > need > to get user login/out events from a separate database), Logging the queue_log to MySQL and then setting up a trigger that inserts/updates data to other tables (such as something like agent_status and call_status), along with the CDR, will allow the OP to get pretty much everything they want. (*OP, if you need something substantially more than the stats I mentioned in my earlier post, definitely feel free to email me with details. That way, not only can I help you, but I can make the open source statistics solution I'm working on even better)* > A hint: Do the whole thing -- or as much of it as it takes to prove to > yourself that you're on the right track -- "by hand" first, entering all > the > queries yourself in the mysql prompt (or phpmyadmin), *before* you try to > write a program to do it. You will save yourself much heartache that way. > > AJ, truer words have not been oft spoken! I'd also add that creating views helps if you have complex queries (just to shorten the query that has to be issued from the end program that gets written). -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] Call Center Reporting
On Monday 18 Apr 2011, bilal ghayyad wrote: > Hi All; > > I am using Asterisk for Call Center (so agents login, logout, ready, not > ready, ... etc). To be able to have a good call center reporting, on what I > have to depend? On the CDR of Asterisk or there is another way? > > Is there a good open source tool to be used for Asterisk call center > reporting? > > What about using the database? If all the details you need to compile your reports can be found in existing databases (Asterisk's CDR database stores the details of calls; you may need to get user login/out events from a separate database), then all you need to do is write some "glue" code in your favourite scripting language to pull everything together, spit out a CSV file and send it off in an e-mail. A hint: Do the whole thing -- or as much of it as it takes to prove to yourself that you're on the right track -- "by hand" first, entering all the queries yourself in the mysql prompt (or phpmyadmin), *before* you try to write a program to do it. You will save yourself much heartache that way. -- AJS Answers come *after* questions. -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] Call Center Reporting
If you want to know where I got the starting idea for the methods that I've developed, check out http://www.voip-info.org/wiki/view/Asterisk+queue_log+on+MySQL and look at the section about using triggers -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] Call Center Reporting
On Mon, Apr 18, 2011 at 5:49 AM, Steven Howes wrote: > On 18 Apr 2011, at 11:06, bilal ghayyad wrote: > > I am using Asterisk for Call Center (so agents login, logout, ready, not > ready, ... etc). To be able to have a good call center reporting, on what I > have to depend? On the CDR of Asterisk or there is another way? > > > > Is there a good open source tool to be used for Asterisk call center > reporting? > > http://www.google.com/search?q=asterisk+call+cener+reporting > > There are certainly some nice commercial ones. Can't comment on OSS stuff. > But given it's for a call centre, I'd be tempted by the "you don't get > something for nothing" approach. > > S > -- > I actually have implemented some very very good statistics by judicious use of the queue_log via odbc, running to a MySQL server, a few triggers, and then just wrote views that I can then filter on... Currently I have the following quickly accessible to me via running simple select queries (with date range constraints where needed): - Per Agent and Queue: - Number of calls taken - Can be grouped by day of month, day of week, or hour - Number and Percentage of calls: - answered - abandoned - timed out - exit via keypress - exit due to leavewhenempty constraints - broken down per queue - Can be grouped by day of month, day of week, or hour - Average, Minimum, and Maximum: - Call Duration - Per agent, queue, or both - grouped by day of month, day of week, or hour - Wait Time resulting in various results (abandon, exit with key, answer, etc...) - Per agent, queue, or both - grouped by day of month, day of week, or hour and that's just the stuff I did easily...I'm currently working on some more complicated statistics and the methods of generating those statistics... I hope to release my little stats project as an open source offering, and it will definitely be part of my open source PBX solution "SamuPBX" (Asterisk configuration web interface and supporting backend code, think FreePBX without all the overhead and flatfiles) -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [asterisk-users] Call Center Reporting
On 18 Apr 2011, at 11:06, bilal ghayyad wrote: > I am using Asterisk for Call Center (so agents login, logout, ready, not > ready, ... etc). To be able to have a good call center reporting, on what I > have to depend? On the CDR of Asterisk or there is another way? > > Is there a good open source tool to be used for Asterisk call center > reporting? http://www.google.com/search?q=asterisk+call+cener+reporting There are certainly some nice commercial ones. Can't comment on OSS stuff. But given it's for a call centre, I'd be tempted by the "you don't get something for nothing" approach. S -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
[asterisk-users] Call Center Reporting
Hi All; I am using Asterisk for Call Center (so agents login, logout, ready, not ready, ... etc). To be able to have a good call center reporting, on what I have to depend? On the CDR of Asterisk or there is another way? Is there a good open source tool to be used for Asterisk call center reporting? What about using the database? Appreciate ur kindly advise. Regards Bilal -- _ -- Bandwidth and Colocation Provided by http://www.api-digital.com -- New to Asterisk? Join us for a live introductory webinar every Thurs: http://www.asterisk.org/hello asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
