I've been doing some work on a queue log analyser for a while now, getting the basics in place, an example of which you can find at the URL below. However, just wondering what information people think is most useful in a log analyser? At present it includes the following features: # Time periods - specify a period of days from the log which you want to generate statistics for (e.g. only the last 14 days) # Templating - allows the stats to be inserted into any html/text template using specific tags to insert stats. This means you could create a number of templates and execute the analyser against them to give different information on different pages (quite flexible). # Specify start and end dates - similar to the first feature, except you can specify a tight period from your log, not just the last x number of days # Channels/Agents to names - simple text file allows you to specify a name, agent number and a channel - e.g. Ben, Agent/1, Sip/ben. This is then used in the output # instead of raw data # JPG graphs - includes a custom class to generate line graphs of information (e.g. hourly call volumes etc) What I want to know though is, what output people would like. At the moment there is an overview of all queues, which includes: Total Calls, total connected calls, total abandoned calls, calls abandoned within x seconds, calls exited with key press, Average hold time, max hold time, average talk time Agent overview includes: Calls taken, Average talk time Graph of call volume per hour of the day Graph of call volume per day (over the period specified) Runs under windows (.NET or mono required) or any other OS that support .NET/mono (Linux, Mac, BSD etc) http://muad.xdev.net/Projects/qig/sample.html Not really done anything like this before, so as much input as possible would be appreciated. Cheers, Ben
Wow! That\'s great! Our company could really benefit from this level of analysis. Previously we were using Nortel Merridian, and everyone is used to that level of reporting. Your report(s) are the closest I\'ve seen in their ability to provide the necessary statistics to manage a call center. If you have a version ready for testing, please let me know (on or off list) and I\'ll get it installed here. Thank you! Joe> -----Original Message----- > From: "Ben Merrills" > Sent: Thursday, 14. Oct 2004 9:10 -0500 > To: "Asterisk Users Mailing List - Non-Commercial Discussion" > Subject: [Asterisk-Users] (Another) Queue log analyser > > I\'ve been doing some work on a queue log analyser for a while now, > getting the basics in place, an example of which you can find at theURL> below. However, just wondering what information people think is most > useful in a log analyser? > > At present it includes the following features: > > # Time periods - specify a period of days from the log which you wantto> generate statistics for (e.g. only the last 14 days) > # Templating - allows the stats to be inserted into any html/text > template using specific tags to insert stats. This means you could > create a number of templates and execute the analyser against them to> give different information on different pages (quite flexible). > # Specify start and end dates - similar to the first feature, exceptyou> can specify a tight period from your log, not just the last x numberof> days > # Channels/Agents to names - simple text file allows you to specify a> name, agent number and a channel - e.g. Ben, Agent/1, Sip/ben. This is> then used in the output # instead of raw data > # JPG graphs - includes a custom class to generate line graphs of > information (e.g. hourly call volumes etc) > > What I want to know though is, what output people would like. At the > moment there is an overview of all queues, which includes: > > Total Calls, total connected calls, total abandoned calls, calls > abandoned within x seconds, calls exited with key press, Average hold> time, max hold time, average talk time > > Agent overview includes: > Calls taken, Average talk time > > Graph of call volume per hour of the day > Graph of call volume per day (over the period specified) > > Runs under windows (.NET or mono required) or any other OS thatsupport> .NET/mono (Linux, Mac, BSD etc) > > http://muad.xdev.net/Projects/qig/sample.html > > > Not really done anything like this before, so as much input aspossible> would be appreciated. > > Cheers, > > Ben > > > 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 >
Very nice work Ben, thanks. Here are some additional thoughts - One segmentation that might be useful would be to add outbound calling activities as a either a separate column or even view. On agent stats, it would be useful to see login/logout stamps, login time, ready/not ready time (if this can be tracked, not sure). If you would like, I can send you some example reports that are used in a typical call center, contact me directly if you would find that helpful. Cheers, Wayne Ben Merrills wrote:>I've been doing some work on a queue log analyser for a while now, >getting the basics in place, an example of which you can find at the URL >below. However, just wondering what information people think is most >useful in a log analyser? > >At present it includes the following features: > ># Time periods - specify a period of days from the log which you want to >generate statistics for (e.g. only the last 14 days) ># Templating - allows the stats to be inserted into any html/text >template using specific tags to insert stats. This means you could >create a number of templates and execute the analyser against them to >give different information on different pages (quite flexible). ># Specify start and end dates - similar to the first feature, except you >can specify a tight period from your log, not just the last x number of >days ># Channels/Agents to names - simple text file allows you to specify a >name, agent number and a channel - e.g. Ben, Agent/1, Sip/ben. This is >then used in the output # instead of raw data ># JPG graphs - includes a custom class to generate line graphs of >information (e.g. hourly call volumes etc) > >What I want to know though is, what output people would like. At the >moment there is an overview of all queues, which includes: > >Total Calls, total connected calls, total abandoned calls, calls >abandoned within x seconds, calls exited with key press, Average hold >time, max hold time, average talk time > >Agent overview includes: >Calls taken, Average talk time > >Graph of call volume per hour of the day >Graph of call volume per day (over the period specified) > >Runs under windows (.NET or mono required) or any other OS that support >.NET/mono (Linux, Mac, BSD etc) > >http://muad.xdev.net/Projects/qig/sample.html > > >Not really done anything like this before, so as much input as possible >would be appreciated. > >Cheers, > >Ben > >_______________________________________________ >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 > > > > >
Hi there, Cheers for your suggestions, would be great to see the output of some other reports. Logins and logouts are available within the engine, just need to represent them in some way now. What do you suggest would be a good format? Typical duration of login? Only problem might be where someone hasn't logged out before their next login statement (no one here ever logs out, because they're all to slack :) Anything you can send me over would be much appreciated, I have no problems in giving you a pre-release copy so you can give some feedback too. Regards, Ben Merrills Griffin Internet T: 0870 8040862 -----Original Message----- From: asterisk-users-bounces@lists.digium.com [mailto:asterisk-users-bounces@lists.digium.com] On Behalf Of Wayne Sheppard Sent: 14 October 2004 19:08 To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [Asterisk-Users] (Another) Queue log analyser Very nice work Ben, thanks. Here are some additional thoughts - One segmentation that might be useful would be to add outbound calling activities as a either a separate column or even view. On agent stats, it would be useful to see login/logout stamps, login time, ready/not ready time (if this can be tracked, not sure). If you would like, I can send you some example reports that are used in a typical call center, contact me directly if you would find that helpful. Cheers, Wayne Ben Merrills wrote:>I've been doing some work on a queue log analyser for a while now, >getting the basics in place, an example of which you can find at theURL>below. However, just wondering what information people think is most >useful in a log analyser? > >At present it includes the following features: > ># Time periods - specify a period of days from the log which you wantto>generate statistics for (e.g. only the last 14 days) ># Templating - allows the stats to be inserted into any html/text >template using specific tags to insert stats. This means you could >create a number of templates and execute the analyser against them to >give different information on different pages (quite flexible). ># Specify start and end dates - similar to the first feature, exceptyou>can specify a tight period from your log, not just the last x number of >days ># Channels/Agents to names - simple text file allows you to specify a >name, agent number and a channel - e.g. Ben, Agent/1, Sip/ben. This is >then used in the output # instead of raw data ># JPG graphs - includes a custom class to generate line graphs of >information (e.g. hourly call volumes etc) > >What I want to know though is, what output people would like. At the >moment there is an overview of all queues, which includes: > >Total Calls, total connected calls, total abandoned calls, calls >abandoned within x seconds, calls exited with key press, Average hold >time, max hold time, average talk time > >Agent overview includes: >Calls taken, Average talk time > >Graph of call volume per hour of the day >Graph of call volume per day (over the period specified) > >Runs under windows (.NET or mono required) or any other OS that support >.NET/mono (Linux, Mac, BSD etc) > >http://muad.xdev.net/Projects/qig/sample.html > > >Not really done anything like this before, so as much input as possible >would be appreciated. > >Cheers, > >Ben > >_______________________________________________ >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 > > > > >_______________________________________________ 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
Ben, I would definitely have use for this application, fantastic start. When will you be making the source available? In my reports I use the CLID to look at calls for different agents i.e. call volume by agent. Warm Regards Shad Mortazavi ----------------------- Nexus Technical Manager n|m Nexus Management Inc Neutral Bay Sydney Message: 4 Date: Fri, 15 Oct 2004 09:33:26 +0100 From: "Ben Merrills" <ben@griffin.com> Subject: RE: [Asterisk-Users] (Another) Queue log analyser To: "Asterisk Users Mailing List - Non-Commercial Discussion" <asterisk-users@lists.digium.com> Message-ID: <F8A414D9A70EB941ADE47043DBE5B702579735@exchange.network.griffin.net.uk> Content-Type: text/plain; charset="us-ascii" Hi there, Cheers for your suggestions, would be great to see the output of some other reports. Logins and logouts are available within the engine, just need to represent them in some way now. What do you suggest would be a good format? Typical duration of login? Only problem might be where someone hasn't logged out before their next login statement (no one here ever logs out, because they're all to slack :) Anything you can send me over would be much appreciated, I have no problems in giving you a pre-release copy so you can give some feedback too. Regards, Ben Merrills Griffin Internet T: 0870 8040862 -----Original Message----- From: asterisk-users-bounces@lists.digium.com [mailto:asterisk-users-bounces@lists.digium.com] On Behalf Of Wayne Sheppard Sent: 14 October 2004 19:08 To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [Asterisk-Users] (Another) Queue log analyser Very nice work Ben, thanks. Here are some additional thoughts - One segmentation that might be useful would be to add outbound calling activities as a either a separate column or even view. On agent stats, it would be useful to see login/logout stamps, login time, ready/not ready time (if this can be tracked, not sure). If you would like, I can send you some example reports that are used in a typical call center, contact me directly if you would find that helpful. Cheers, Wayne Ben Merrills wrote:>I've been doing some work on a queue log analyser for a while now, >getting the basics in place, an example of which you can find at theURL>below. However, just wondering what information people think is most >useful in a log analyser? > >At present it includes the following features: > ># Time periods - specify a period of days from the log which you wantto>generate statistics for (e.g. only the last 14 days) # Templating - >allows the stats to be inserted into any html/text template using >specific tags to insert stats. This means you could create a number of >templates and execute the analyser against them to give different >information on different pages (quite flexible). ># Specify start and end dates - similar to the first feature, exceptyou>can specify a tight period from your log, not just the last x number of >days # Channels/Agents to names - simple text file allows you to >specify a name, agent number and a channel - e.g. Ben, Agent/1, >Sip/ben. This is >then used in the output # instead of raw data ># JPG graphs - includes a custom class to generate line graphs of >information (e.g. hourly call volumes etc) > >What I want to know though is, what output people would like. At the >moment there is an overview of all queues, which includes: > >Total Calls, total connected calls, total abandoned calls, calls >abandoned within x seconds, calls exited with key press, Average hold >time, max hold time, average talk time > >Agent overview includes: >Calls taken, Average talk time > >Graph of call volume per hour of the day Graph of call volume per day >(over the period specified) > >Runs under windows (.NET or mono required) or any other OS that support >.NET/mono (Linux, Mac, BSD etc) > >http://muad.xdev.net/Projects/qig/sample.html > > >Not really done anything like this before, so as much input as possible >would be appreciated. > >Cheers, > >Ben-------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.digium.com/pipermail/asterisk-users/attachments/20041018/90308c9c/attachment.htm
-----Original Message----- From: asterisk-users-bounces@lists.digium.com [mailto:asterisk-users-bounces@lists.digium.com] On Behalf Of Ben Merrills Sent: Thursday, October 14, 2004 9:11 AM To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: [Asterisk-Users] (Another) Queue log analyser I've been doing some work on a queue log analyser for a while now, getting the basics in place, an example of which you can find at the URL below. However, just wondering what information people think is most useful in a log analyser? Ben, have you gotten any further with this? Would you share your code?
hi is this stuff still available? roy On 14. okt. 2004, at 16.10, Ben Merrills wrote:> I've been doing some work on a queue log analyser for a while now, > getting the basics in place, an example of which you can find at > the URL > below. However, just wondering what information people think is most > useful in a log analyser? > > At present it includes the following features: > > # Time periods - specify a period of days from the log which you > want to > generate statistics for (e.g. only the last 14 days) > # Templating - allows the stats to be inserted into any html/text > template using specific tags to insert stats. This means you could > create a number of templates and execute the analyser against them to > give different information on different pages (quite flexible). > # Specify start and end dates - similar to the first feature, > except you > can specify a tight period from your log, not just the last x > number of > days > # Channels/Agents to names - simple text file allows you to specify a > name, agent number and a channel - e.g. Ben, Agent/1, Sip/ben. This is > then used in the output # instead of raw data > # JPG graphs - includes a custom class to generate line graphs of > information (e.g. hourly call volumes etc) > > What I want to know though is, what output people would like. At the > moment there is an overview of all queues, which includes: > > Total Calls, total connected calls, total abandoned calls, calls > abandoned within x seconds, calls exited with key press, Average hold > time, max hold time, average talk time > > Agent overview includes: > Calls taken, Average talk time > > Graph of call volume per hour of the day > Graph of call volume per day (over the period specified) > > Runs under windows (.NET or mono required) or any other OS that > support > .NET/mono (Linux, Mac, BSD etc) > > http://muad.xdev.net/Projects/qig/sample.html > > > Not really done anything like this before, so as much input as > possible > would be appreciated. > > Cheers, > > Ben > > _______________________________________________ > 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 > > >
Information for configuring idle images on the polycom phones is now available on the wiki at http://www.voip-info.org/tiki-index.php?page=Polycom+Phones Regards, Derek
Much Appreciated! Thanks! On Wed, 2005-08-03 at 15:15 -0600, dbruce wrote:> Information for configuring idle images on the polycom phones is now > available on the wiki at > http://www.voip-info.org/tiki-index.php?page=Polycom+Phones > > Regards, > Derek > > > _______________________________________________ > 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-- Kenneth Shaw Director of Technology ExpiTrans, Inc. 2428 Newport Blvd #8 Costa Mesa, CA 92627 tel: 949 278 7288 fax: 866 494 5043 ken@expitrans.com