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Hi,
I am running a call center based on Asterisk and
building some statistics based on the queue_log file.
I have some doubts about it that maybe you could
help (actually, maybe these doubts are suggestions for
enhancements!):
1st Scenario - Agent receives the call, and puts it
on parking for somebody else to pick it up.
Parking # 7000 (for attender transfer)
1140013998|1140013990.2524619|queue1|NONE|ENTERQUEUE||callerid
1140014001|1140013990.2524619|queue1|Agent/5225|CONNECT|3 1140014016|1140013990.2524619|queue1|Agent/5225|COMPLETEAGENT|3|15 1140014016|1140013990.2524619|queue1|NONE|EXITWITHKEY||1 ==> Problems: Shouldn't a transfer to the
parking extension (7000) be logged? I cannot track the call after it was
transferred, would it be possible, via the unique call id, to log other events
related to this call on this queue_log file, specially who picked up the call
(whether it was picked or not), and how long did it take? What is the
meaning of EXITWITHKEY in this scenario?
2nd Scenario - Agent receives the call, and
transfers it to somedy else using #
1140014059|1140014051.2524641|queue1|NONE|ENTERQUEUE||callerid
1140014062|1140014051.2524641|queue1|Agent/5225|CONNECT|3 1140014074|1140014051.2524641|queue1|Agent/5225|TRANSFER|203|default 1140014074|1140014051.2524641|queue1|NONE|EXITWITHKEY||1 ==> Problems: I cannot track the call after
it was transferred, would it be possible, via the unique call id, to log other
events related to this call on this queue_log file, specially how long did it
take? What is the meaning of EXITWITHKEY in this scenario?
3rd Scenario - Agent receives the call, and makes a
blind transfer using the Transfer button of the phone (in my test,
EyeBeam)
1140014104|1140014096.2524649|queue1|NONE|ENTERQUEUE||callerid
1140014106|1140014096.2524649|queue1|Agent/5225|CONNECT|2 1140014129|1140014096.2524649|queue1|Agent/5225|TRANSFER|203|default ==> Problems: I cannot track the call after
it was transferred, would it be possible, via the unique call id, to log other
events related to this call on this queue_log file, specially how long did it
take?
4th Scenario - Agent receives the call, and makes
an attended transfer (putting the call on hold, dialing via another channel,
and using the Transfer button of the phone (in my test,
EyeBeam)
1140014161|1140014153.2524663|queue1|NONE|ENTERQUEUE||callerid 1140014164|1140014153.2524663|queue1|Agent/5225|CONNECT|3 1140014203|1140014153.2524663|queue1|Agent/5225|COMPLETEAGENT|3|39 ==> Problems: No transfer information is logged.
Agent is considered busy (on call) until the call is actually ended, independent
of the moment he actually transferred.
In my agents opinion, the best way to make
transfers would be the 3rd and 4th scenarios, which are obvious for phone users.
But for their managers, scenarios 1 and 2 are better since more information can
be used for their daily statistics. Anyway, even scenarios 1 and 2 miss lack
some important statistics.
Is there anybody working on enhancing this
queue_log features or using any other way (maybe events and AMI) to make more
complete statistic reports of call centers?
Thank you very much
Dov
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