[Asterisk-Users] Queue reporting seems broken.

[Joe Dennick]

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.  

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.

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.

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. 

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.

Johann <johann.hoehn at ecommerce.com> wrote the May 3, 2006 8:26 AM:

> The wiki page doesn't mention the other fields in the file.
> 
> <TIMESTAMP>:<UNIQUEID>:<QUEUE>:<AGENT>:<ACTION>:<ARG1>:<ARG2>:<ARG3>
> 
> Depending on the action some of the fields may contain 'NONE' instead.  You will 
> need to use the <AGENT> field to match who the connect and 
> completeagent/completecaller messages are for.
> 
> Keep in mind the <UNIQUEID> field will be the same for a caller as they go 
> through the queue.  So the enterqueue, connect, complete actions will have the same.
> 
> 
> --johann
> 
> Thermal Wetland wrote:
> > I am trying to figure out which one of our agents is answering the calls.
> > 
> > According to http://www.voip-info.org/wiki/view/Asterisk+log+queue_log 
> > the only time the queue_log puts the channel (agent) is during logoff & 
> > logon.
> > 
> > There is the connect & completeagent message, but it doesn't show which 
> > channel (agent) answered the phone.
> > 
> > I can't even figure it our cross referencing the CDR records, the CDR 
> > record only has the queue number.
> > 
> > Is there a way around this?
> > 
> > Aloha,
> > Matt
> > 
> > 
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