asterisk users - Jan 2004 - Call Queue and Agent Statistics

Dear Group,
 
I need to write a couple of reporting tools for my Call Center Asterisks
implementation.  I have multiple call queues with multiple agents that can
sign in and based on gain access to multiple queues based on their
assignments.
 
I would like to write a script to collect call statistics for the agents the
queues and the calls, and to put these into MySQL for reporting purposes.
I'm thinking that each one of my customers would have their own table with
the relevant information.
 
Some of the statistics I'm looking for is;
 
Which agents took the call.
Average Call time
Average Hold Time (How long was the call in the queue).
 
In addition I'm looking at developing a couple of web pages;
 
1.	To show the agents that are logged into the system
2.	To show users that is registered. i.e. which interfaces are logged
in and what is their status.
 
I was wondering if anyone on this list was doing anything similar and would
be able to share their ideas/code with me. I have written a number of large
scale web based administration tools based on Perl and MySQL and would like
to release this code to the Asterisk community once it is completed, to act
as a call center tool.
 
Warm Regards and Thanks
 
---------------
Shad Mortazavi
US Technical Manager
Nexus Management
 
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>Dear Group,
>
>I need to write a couple of reporting tools for my Call Center 
>Asterisks implementation.  I have multiple call queues with multiple 
>agents that can sign in and based on gain access to multiple queues 
>based on their assignments.
>
>I would like to write a script to collect call statistics for the 
>agents the queues and the calls, and to put these into MySQL for 
>reporting purposes. I'm thinking that each one of my customers would 
>have their own table with the relevant information.
>
>Some of the statistics I'm looking for is;
>
>Which agents took the call.
>
>Average Call time
>Average Hold Time (How long was the call in the queue).
>
>In addition I'm looking at developing a couple of web pages;
>
>1.	To show the agents that are logged into the system
>2.	To show users that is registered. i.e. which interfaces are 
>logged in and what is their status.
>
>I was wondering if anyone on this list was doing anything similar 
>and would be able to share their ideas/code with me. I have written 
>a number of large scale web based administration tools based on Perl 
>and MySQL and would like to release this code to the Asterisk 
>community once it is completed, to act as a call center tool.
>
>Warm Regards and Thanks
>
>---------------
>Shad Mortazavi
>US Technical Manager
>Nexus Management
Shad -
   For some ideas on desired statistical data, jump to this post, and 
then to the thread:

http://lists.digium.com/pipermail/asterisk-users/2003-July/014965.html


PS: Please post non-HTML posts, since it takes me a long time to 
re-format them to readable fonts/linebreaks/etc.

JT