asterisk users - Mar 2005 - 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

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-request@lists.digium.com wrote:
>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 may want to see the aheeva offering <http://www.aheeva.com/> on
call-center
management systems using asterisk as the call routing core.
They co-sponsored the asterisk von booth, so i guess they have a sort of
agreement with digium.

Miguel Ruiz Velasco

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