Hi,
I am running a call center based on Asterisk and building some statistics based
on the queue_log file.
I have some doubts about it that maybe you could help (actually, maybe these
doubts are suggestions for enhancements!):
1st Scenario - Agent receives the call, and puts it on parking for somebody else
to pick it up.
Parking # 7000 (for attender transfer)
1140013998|1140013990.2524619|queue1|NONE|ENTERQUEUE||callerid
1140014001|1140013990.2524619|queue1|Agent/5225|CONNECT|3
1140014016|1140013990.2524619|queue1|Agent/5225|COMPLETEAGENT|3|15
1140014016|1140013990.2524619|queue1|NONE|EXITWITHKEY||1
==> Problems: Shouldn't a transfer to the parking extension (7000) be
logged? I cannot track the call after it was transferred, would it be possible,
via the unique call id, to log other events related to this call on this
queue_log file, specially who picked up the call (whether it was picked or not),
and how long did it take? What is the meaning of EXITWITHKEY in this scenario?
2nd Scenario - Agent receives the call, and transfers it to somedy else using #
1140014059|1140014051.2524641|queue1|NONE|ENTERQUEUE||callerid
1140014062|1140014051.2524641|queue1|Agent/5225|CONNECT|3
1140014074|1140014051.2524641|queue1|Agent/5225|TRANSFER|203|default
1140014074|1140014051.2524641|queue1|NONE|EXITWITHKEY||1
==> Problems: I cannot track the call after it was transferred, would it be
possible, via the unique call id, to log other events related to this call on
this queue_log file, specially how long did it take? What is the meaning of
EXITWITHKEY in this scenario?
3rd Scenario - Agent receives the call, and makes a blind transfer using the
Transfer button of the phone (in my test, EyeBeam)
1140014104|1140014096.2524649|queue1|NONE|ENTERQUEUE||callerid
1140014106|1140014096.2524649|queue1|Agent/5225|CONNECT|2
1140014129|1140014096.2524649|queue1|Agent/5225|TRANSFER|203|default
==> Problems: I cannot track the call after it was transferred, would it be
possible, via the unique call id, to log other events related to this call on
this queue_log file, specially how long did it take?
4th Scenario - Agent receives the call, and makes an attended transfer (putting
the call on hold, dialing via another channel, and using the Transfer button of
the phone (in my test, EyeBeam)
1140014161|1140014153.2524663|queue1|NONE|ENTERQUEUE||callerid
1140014164|1140014153.2524663|queue1|Agent/5225|CONNECT|3
1140014203|1140014153.2524663|queue1|Agent/5225|COMPLETEAGENT|3|39
==> Problems: No transfer information is logged. Agent is considered busy (on
call) until the call is actually ended, independent of the moment he actually
transferred.
In my agents opinion, the best way to make transfers would be the 3rd and 4th
scenarios, which are obvious for phone users. But for their managers, scenarios
1 and 2 are better since more information can be used for their daily
statistics. Anyway, even scenarios 1 and 2 miss lack some important statistics.
Is there anybody working on enhancing this queue_log features or using any other
way (maybe events and AMI) to make more complete statistic reports of call
centers?
Thank you very much
Dov
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