[Asterisk-Users] (Another) Queue log analyser

[Wayne Sheppard]

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
>
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