[Asterisk-Users] (Another) Queue log analyser

[Ben Merrills]

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 at lists.digium.com
[mailto:asterisk-users-bounces at 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 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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