Call Center Reporting


#1

Hi,

I’m just wondering what if anything people are using to get some decent call centre stats off. A simple report I need on a daily basis would be:

Total number of calls taken - Managed this with asterisk guru stats
Number of calls abandoned - Managed this with asterisk guru stats
Total amount of do no disturb time per operator - Can’t seem to find anything to get a report on this.

There must be some decent reporting app out there. I can’t believe call centre’s are running blind. This is the only regret I have migrating from the sh*tty NORTEL PBX to this its taking ages to compile any decent stats :frowning:.


#2

You may delve into the CDRs directly with a reporting tool, or take a look at something like this:

queuemetrics.loway.it/index.jsp


#3

i made an app that easily handles the first two, but the third is going to much more difficult to discern.

i’m planning on somehow integrating a login/logoff timestamp for our agents (we use AddQueueMember and RemoveQueueMember, which doesn’t actually log the in/out times) and will attempt to get some more meaningful stats on how our agents are performing.

here are some screenshots of what i’ve developed so far, just so you know what’s possible with the ‘default’ queue_log. all i’m doing is parsing the queue_log file and dumping the contents into a MySQL database…the rest is PHP.

it’s not much, but it’s extremely fast and easy to use…


#4

BTW, the app that muppetmaster posted is what we used initially, but quickly dumped it (after paying a hefty sum for the source code) - it did not work well for us at all.


#5

Hi,

Cheers for the feedback. That app your wrote yourself looks promising :smiley: need a beta tester ? :unamused:. at the minute im using the asteriskGuru stats and they do the job well show me everything I need except the time on do not disturb and log in / out times. Only problem with it being the Agent Rundown’s are broke on my Install it shows all the agents (we have 27) as 1 agent, I’ve read into it and I believe its something to do with using agent callback login ? :confused:. Also I knew about queuemetrics and I just find it offensive paying that amount of money for something like that.

I Also started to do some reports in crystal reports using the CDR table but didn’t manage to get reliable decent stats.

Thanks

Chris


#6

Good to know, I should have caveated that I had never actually used it.


#7

Chris,

To my knowledge, you’d have to use something like agent pausing instead of DND to be able to log that information - on our phones (eyebeam for the softphone, polycom 501s for the hardphone) DND is a local feature - in other words, going on DND doesn’t alert the server, it just rejects any attempt to initiate a call. So I don’t think having your reps press DND would necessarily result in anything being logged, unless you modififed app_queue to make a log entry when an agent is on DND. however, this may not give you accurate stats, as you wouldn’t necessarily know when they went on DND. perhaps this could be done with hints, i don’t know.

as for the login/logout, if you’re using agentcallbacklogin, you should have entries in the queue_log file. it’s addqueuemember and removequeuemember (the dynamic login, if you will) that have issues.

like i said before, we initially used the asteriskguru queue-stats, and even purchased the source code and ported it to mysql. however (and nothing against them - they are working on several other very cool projects) the code was pretty confusing and bloated, so i took a few sections that were useful and just rewrote the rest. it actually only took me a few days total (and i’m just a novice programmer - i do it for fun, not for a living) and has worked MUCH better for us.

anyways, if you have any questions or anything, let me know…also, if you do discover any methods to log DND time, please post - that is on my long term feature request sheet :smiley:


#8

Well I’ve got a step further. I my collegue re-wrote the PHP script that dumps the queue_log file into the Database and it now properly inserts the Agent data and the agent figures are now there and correct :smiley:.


#9

[quote=“ChrisUK”]Hi,

I’m just wondering what if anything people are using to get some decent call centre stats off. A simple report I need on a daily basis would be:

Total number of calls taken - Managed this with asterisk guru stats
Number of calls abandoned - Managed this with asterisk guru stats
Total amount of do no disturb time per operator - Can’t seem to find anything to get a report on this.

There must be some decent reporting app out there. I can’t believe call centre’s are running blind. This is the only regret I have migrating from the sh*tty NORTEL PBX to this its taking ages to compile any decent stats :frowning:.[/quote]

this guys www.ipflow.com.ar has a nice app for call centers, but it’s not opensource neither free.