[Asterisk-Users] Queue reporting seems broken.

[Thermal Wetland]

On 5/3/06, Joe Dennick <joe at dennick.net> wrote:
>
> 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:
>

I will check out the script to see what you are parsing for.  I am sure that
will tell us if fields are missing.

If we can get it working, I would love to see the PHP code!

Unfortunatly we can't shut down *, we have customers with 24/7 call centers.

-Matt
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