[Asterisk-Users] Enhanced queue app

[Jim Friedeck]

I think most of that information can be ascertained from the CDR 
database through deduction. Ideally it would be available through the 
management interface in realtime. Anyone feel like writing it? I don't 
have the time to train myself to be a Jedi-Guru Asterisk programmer and 
our budget is limited. I only asked for the stuff we need. Anyone else 
is more than welcome to try. Anyone? Bueller?

Jim Friedeck

------------------------------------------

John Todd wrote:

>
> I think the key point to the queue application was hit upon earlier: 
> statistics.  About one-half of the problem with queues is getting the 
> functionality into Asterisk; the rest is reports.
>
> What you measure, you manage.  While I have not worked with getting 
> statistics out of the queue functions, it does not seem to be readily 
> apparent how one would obtain that data.  Every call center manager 
> wants to know a large number of stats on their queues:
>
> 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 abandonded
>  - # 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
>  - 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
>
> This is an incomplete list, but it's what I can recall off the top of 
> my head as things I've had to supply in previous jobs when I was a 
> call-center manager.  I am unashamed to say that I really loved 
> SwitchView for my Meridian system - it had really amazing output, and 
> let me know what was going on with my call center and let me fix 
> problems before they were noticed.
>
> These values could be presented via the manager interface, and then 
> some third-party applications like Nagios can create alarms based on 
> values falling outside of standard norms, or RRDTool can graph/plot 
> those numbers on a running basis.
>
> Now, I know that's a big list of things to think about, and is almost 
> certainly outside the scope of the small changes that were requested 
> to app_queue.  However, to a manager, any "real" call queue system is 
> only as valuable as the data you can get out of it.  Any person who is 
> not an Asterisk hacker and who is evaluating call queue solutions will 
> not consider Asterisk as a solution; these are people who live on 
> numbers, and a system that in any way comes up short on statistical 
> reports will be seriously handicapped in any evaluation.
>
> JT
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