[asterisk-users] Call Center Reporting

[Bruce B]

Hi Bilal,

Probably there is no open source tool or a good ones available. But few of
them I worked with provide up to 2 users free of cost license type of
reporting. Reporting for Call Centers can get very complicated. Once you
explore some of the commercial apps you will notice how extensive they can
get. This is specially true if you are replacing an existing commercial
system as you client won't want a mickey mouse replacement but rather a
full-fledged call center application. To set down and code for it, it will
probably take months to match anything commercially available. I suggest you
explore your options before coding it or even attempting queue logs into SQL
as that is just he beginning of the work and presentation, ***real-time***,
graphs, administration portal, and tons more things are needed to make it a
complete suite. Not to forget that this will require continuous updates at
the pace of Digium changing Asterisk versions (most of the time as
dial-plans changes or queue-log events changes, or if AMI events change).

Of course it's possible like other posts suggested but is it economical to
embark on it for a single small project? I am not sure....

Just a thought.

-Bruce

On Mon, Apr 18, 2011 at 9:23 AM, Sherwood McGowan <
sherwood.mcgowan at gmail.com> wrote:

> On Mon, Apr 18, 2011 at 8:18 AM, A J Stiles <asterisk_list at earthshod.co.uk
> > wrote:
>
>> If all the details you need to compile your reports can be found in
>> existing
>> databases  (Asterisk's CDR database stores the details of calls; you may
>> need
>> to get user login/out events from a separate database),
>
>
> Logging the queue_log to MySQL and then setting up a trigger that
> inserts/updates data to other tables (such as something like agent_status
> and call_status), along with the CDR, will allow the OP to get pretty much
> everything they want.
>
> (*OP, if you need something substantially more than the stats I mentioned
> in my earlier post, definitely feel free to email me with details. That way,
> not only can I help you, but I can make the open source statistics
> solution I'm working on even better)*
>
>
>> A hint:  Do the whole thing -- or as much of it as it takes to prove to
>> yourself that you're on the right track -- "by hand" first, entering all
>> the
>> queries yourself in the mysql prompt  (or phpmyadmin),  *before* you try
>> to
>> write a program to do it.  You will save yourself much heartache that way.
>>
>>
> AJ, truer words have not been oft spoken! I'd also add that creating views
> helps if you have complex queries (just to shorten the query that has to be
> issued from the end program that gets written).
>
>
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