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<DIV><FONT face=Arial size=2>Hi,</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>I am running a call center based on Asterisk and
building some statistics based on the queue_log file.</FONT></DIV>
<DIV><FONT face=Arial size=2>I have some doubts about it that maybe you could
help (actually, maybe these doubts are suggestions for
enhancements!):</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>1st Scenario - Agent receives the call, and puts it
on parking for somebody else to pick it up.</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>Parking # 7000 (for attender transfer)</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial
size=2>1140013998|1140013990.2524619|queue1|NONE|ENTERQUEUE||callerid<BR>1140014001|1140013990.2524619|queue1|Agent/5225|CONNECT|3<BR>1140014016|1140013990.2524619|queue1|Agent/5225|COMPLETEAGENT|3|15<BR>1140014016|1140013990.2524619|queue1|NONE|EXITWITHKEY||1</FONT></DIV>
<DIV><FONT face=Arial size=2>==> Problems: Shouldn't a transfer to the
parking extension (7000) be logged? I cannot track the call after it was
transferred, would it be possible, via the unique call id, to log other events
related to this call on this queue_log file, specially who picked up the call
(whether it was picked or not), and how long did it take? What is the
meaning of EXITWITHKEY in this scenario?</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>2nd Scenario - Agent receives the call, and
transfers it to somedy else using #</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial
size=2>1140014059|1140014051.2524641|queue1|NONE|ENTERQUEUE||callerid<BR>1140014062|1140014051.2524641|queue1|Agent/5225|CONNECT|3<BR>1140014074|1140014051.2524641|queue1|Agent/5225|TRANSFER|203|default<BR>1140014074|1140014051.2524641|queue1|NONE|EXITWITHKEY||1</FONT></DIV>
<DIV><FONT face=Arial size=2>==> Problems: I cannot track the call after
it was transferred, would it be possible, via the unique call id, to log other
events related to this call on this queue_log file, specially how long did it
take? What is the meaning of EXITWITHKEY in this scenario?</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>3rd Scenario - Agent receives the call, and makes a
blind transfer using the Transfer button of the phone (in my test,
EyeBeam)</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial
size=2>1140014104|1140014096.2524649|queue1|NONE|ENTERQUEUE||callerid<BR>1140014106|1140014096.2524649|queue1|Agent/5225|CONNECT|2<BR>1140014129|1140014096.2524649|queue1|Agent/5225|TRANSFER|203|default</FONT></DIV>
<DIV><FONT face=Arial size=2>==> Problems: I cannot track the call after
it was transferred, would it be possible, via the unique call id, to log other
events related to this call on this queue_log file, specially how long did it
take?</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>
<DIV><FONT face=Arial size=2>4th Scenario - Agent receives the call, and makes
an attended transfer (putting the call on hold, dialing via another channel,
and using the Transfer button of the phone (in my test,
EyeBeam)</FONT></DIV>
<DIV> </DIV>
<DIV>1140014161|1140014153.2524663|queue1|NONE|ENTERQUEUE||callerid<BR>1140014164|1140014153.2524663|queue1|Agent/5225|CONNECT|3<BR>1140014203|1140014153.2524663|queue1|Agent/5225|COMPLETEAGENT|3|39</DIV></FONT></DIV>
<DIV><FONT face=Arial size=2>==> Problems: No transfer information is logged.
Agent is considered busy (on call) until the call is actually ended, independent
of the moment he actually transferred.</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>In my agents opinion, the best way to make
transfers would be the 3rd and 4th scenarios, which are obvious for phone users.
But for their managers, scenarios 1 and 2 are better since more information can
be used for their daily statistics. Anyway, even scenarios 1 and 2 miss lack
some important statistics.</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>Is there anybody working on enhancing this
queue_log features or using any other way (maybe events and AMI) to make more
complete statistic reports of call centers?</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>Thank you very much</FONT></DIV>
<DIV><FONT face=Arial size=2>Dov</FONT></DIV></BODY></HTML>