Queue logging - record calls offered but not answered?


#1

Hey everyone,

We’re looking to somehow log additional information for our inbound call queues. We would like to be able to see the logging of queue calls as they are offered to various agents and what the outcome is.

For instance, if we had two agents signed into a queue, and a call comes in, we’d like to see the log of the call being offered to agent 1, and when he doesn’t pick up, the log reflecting that. The reason is to determine which agents are ignoring calls that are being offered to them, for whatever reason.

I’m not sure if this would be beneficial to anyone else, but I can’t see why it wouldn’t be. If anyone has any thoughts on how this might be implemented, please let me know. I’m going to dig through the app_queue.c source to see if I can muddle things up myself.

Thanks,

Wes