[Asterisk-Users] Request for comments on queue statistics

[David C. Troy]

All,

I've been doing a lot of work on the Queue application and have some ideas
I wanted to get some feedback on.  Many people, myself included, have
stated their desire for more/better queue statistics.  We ought to be able 
to bring things up to a standard comparable to the established ACD apps.

While some basic metrics (completed/abandoned calls, which agents last
took a call, etc) can be kept in memory for real-time use, any numbers 
handled in this way are neither auditable or storable for management 
review.

As a first step towards getting real queue statistics going (a project 
arguably adjunct to Asterisk itself), I propose that the Queue app be 
modified to produce its own "Queue Log," which could be stored either as 
text or in a SQL table.  For simplicity I would probably just implement a 
MySQL backend.

The "Queue Log" could record events such as when an agent took a call, 
when a call was abandoned, when a call enters the queue, etc.

It's been suggested that queue stats can be gleaned from CDR, but I submit
that they really can't be, as there is no way to tell queue holdtime,
whether a call is abandoned, etc.  In theory the Queue Log could link back
into the CDR by way of the unique identifier field and serve as an
enhancement to CDR; but it can exist be independent of CDR.  Let CDR do 
its thing, let the queue app worry about queue logging.

Once a rich Queue Log is available, it becomes fairly easy to generate the
sorts of statistics people have been asking for.  Thoughts?

Mark, does this contradict any sort of master plan on the subject?

Regards,
Dave

=====================================================================
David C. Troy   [dave at toad.net]                   410-384-2500 Sales
ToadNet - Want to go fast?                        410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925  www.toad.net