Very nice work Ben, thanks. Here are some additional thoughts -
One segmentation that might be useful would be to add outbound calling activities as a either a separate column or even view.
On agent stats, it would be useful to see login/logout stamps, login time, ready/not ready time (if this can be tracked, not sure).
If you would like, I can send you some example reports that are used in a typical call center, contact me directly if you would find that helpful.
Cheers, Wayne
Ben Merrills wrote:
I've been doing some work on a queue log analyser for a while now, getting the basics in place, an example of which you can find at the URL below. However, just wondering what information people think is most useful in a log analyser?
At present it includes the following features:
# Time periods - specify a period of days from the log which you want to generate statistics for (e.g. only the last 14 days) # Templating - allows the stats to be inserted into any html/text template using specific tags to insert stats. This means you could create a number of templates and execute the analyser against them to give different information on different pages (quite flexible). # Specify start and end dates - similar to the first feature, except you can specify a tight period from your log, not just the last x number of days # Channels/Agents to names - simple text file allows you to specify a name, agent number and a channel - e.g. Ben, Agent/1, Sip/ben. This is then used in the output # instead of raw data # JPG graphs - includes a custom class to generate line graphs of information (e.g. hourly call volumes etc)
What I want to know though is, what output people would like. At the moment there is an overview of all queues, which includes:
Total Calls, total connected calls, total abandoned calls, calls abandoned within x seconds, calls exited with key press, Average hold time, max hold time, average talk time
Agent overview includes: Calls taken, Average talk time
Graph of call volume per hour of the day Graph of call volume per day (over the period specified)
Runs under windows (.NET or mono required) or any other OS that support .NET/mono (Linux, Mac, BSD etc)
http://muad.xdev.net/Projects/qig/sample.html
Not really done anything like this before, so as much input as possible would be appreciated.
Cheers,
Ben
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