<br><br><div><span class="gmail_quote">On 5/3/06, <b class="gmail_sendername">Joe Dennick</b> <<a href="mailto:joe@dennick.net">joe@dennick.net</a>> wrote:</span><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
On the wiki, there is a little perl script that can be used to parse the queue log and insert the data into a database. I've modified the script to use a MySQL database. With that, I have a cron job that shuts down Asterisk, parses the queue-log into the MySQL database, and then restarts Asterisk (thus re-initializing a new (empty) queue log). Once the data is in the database, its pretty easy to find the information you are seeking.
<br><br>Simply query the database for all records (COUNT(*)) where action = 'ENTERQUEUE' and date is between the range you are searching for to find out how many calls entered the queue for that time-period.<br><br>If you do a similar query for action = 'COMPLETECALLER' or 'COMPLETEAGENT' you will see all of the answered calls. You can further limit that query by specifying a particular agent.
<br><br>I've wrapped all of these queries in PHP and provide web forms (html) to allow the Call Center Manager to select what data to report on (date ranges, queue, agent, etc.). I can send you some of the PHP code if you are interested.
<br><br>In summary, once you've got the data in a database, you can extract it in any way that's meaningful to you. The wiki provides really good information about what ACTIONS are recorded, and then what information is provide in the info1, info2, and info3 fields for each ACTION. The database structure is very flat and easy to work with, so you really don't have to know very much about databases to achieve excellent reporting results.
<br><br>Johann <<a href="mailto:johann.hoehn@ecommerce.com">johann.hoehn@ecommerce.com</a>> wrote the May 3, 2006 8:26 AM:<br></blockquote></div><br>I will check out the script to see what you are parsing for. I am sure that will tell us if fields are missing.
<br><br>If we can get it working, I would love to see the PHP code!<br><br>Unfortunatly we can't shut down *, we have customers with 24/7 call centers.<br><br>-Matt<br>