Hello, I have a question concerning call statistics. We have a small call center, and my boss wants to have statistical information about the following:
- the quantity of answered calls;
- total duration of answered calls;
- the quantity of non-answered calls.
The problem with the latter is that we need to separate the calls which the operator didn’t answer because he was busy (answering another call), from the ones he didn’t answer because he was working badly.
Plus, when the call comes from a queue and not being answered for a long time, it keeps looping, so in the statistics it shows not as one, but as several calls.
So, my question is - can this be done at all? My boss wants me to find out whether it’s possible, and, if it is, maybe there is an implemented application, or maybe we should just hire an Asterisk professional who can write the code for us.
I’d be really grateful for your advice.