QueueMetrics > Improving QueueMetrics

More flexible reporting

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dionv:
It would be nice to have more flexible reporting, for example:

1) Reports based on the telephone number that called us. Sometimes a caller will complain they have been on hold for a certain period of time. With the CDR, we can just do a search for their phone number and find out if that is the case. With QM, it does not appear we have that option.

2) When we do billing, we ignore any calls less than 30 seconds, as these are generally hang-ups/drops/disconnects/etc. QM does not seem to give us the ability to create a report that ignores those calls.

3) Add the option or ability to have the call times in each section. For example, in the "Agents on queue" section, in addition to name, number of calls, and the percentage, it would be nice to see the total talk time for that agent for those calls. It's great to see that over the last 24 hours Agent1 took 75 calls, and Agent2 took 64 calls, but if I see that Agent1's talk time is only 100 minutes, versus Agent2's 225 minutes, and I know the calls should last at least 2 minutes, I'm going to look more closely at the disparity between Agent1's call numbers and talk time.

Thanks for the great work so far!

DionV

QueueMetrics:
1. How would you imagine the report by call number? would an additional filter be okay as well?

2. This is planned.

3. You already get that as an average on the Agent screen. Do you find that unpractical/unusable?

Thanks

dionv:

--- Quote from: QueueMetrics on October 08, 2007, 12:52:10 ---1. How would you imagine the report by call number? would an additional filter be okay as well?
--- End quote ---

Yes, an additional filter would work. Having the ability to filter by queue and/or agent and/or callerid_number would be helpful. The search options in the CDR program used by trixbox 2.2 show some of this additional flexibility.

For example, search for all calls in q1 that went to agent/user 1001
Or, search for all calls that came from 7245551212 today



--- Quote ---2. This is planned.
--- End quote ---

OK



--- Quote ---3. You already get that as an average on the Agent screen. Do you find that unpractical/unusable?
--- End quote ---

Ah, might have missed that as we do not have our users configured as Agents due to an issue with the CDR system at this point. The Agents screen contains no data for us.


DionV

QueueMetrics:
Ok I can see that. I'll add your comments to the planned activities then.  ;)

Vide:
About point 1, it would be nice to see the complete historial of a call, for example though which queues did it pass, the times it waited etc etc

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