Overview

Queue Pivot Reports let you look at Asterisk queue data in a Business Intelligence form. The data gathered from Asterisk queue log files (queue_log*) is processed and broken down into fields. It is then aggregated to be made presentable in a pivot grid.

You see more about the general organization of pivot reports here. This section focuses on queue pivot reports.

Queue Pivot Report Types

Queue Pivot Reports commands are available from the “main menu” and “most used commands” parts of the application’s main window, the “Pivot Reports” command.

SAM Reports 2 Queue Pivot Report Types

SAM Reports 2 Queue Pivot Report Types

There are six types of report configuration:

Asterisk Queue Calls Pivot Report

Queue calls report takes into account just a call, and ignores all other elements (agents, phone numbers and contacts). Below is a report displaying number of calls by queues, grouped by hangup and shown in a pie chart. Queue field is filtered. There is also a date filter active.

Asterisk Queue Report - Pivot - Calls

Asterisk Queue Report - Pivot - Calls

Asterisk Queue Agents and Queues Pivot Report

This report is similar to the queue calls report, but it also contains agents. You can see below that top 10 agents are displayed by total talk time, grouped by queues and the chart is stacked column.

Asterisk CDR Report - Pivot - Agents and Queues

Asterisk CDR Report - Pivot - Agents and Queues

Asterisk Queue Agents Pivot Report

This report is similar to the queue calls report, but it does not contain queues, only agents. Below you can see agents by number of calls, organized by exit event, and displayed in stacked area chart.

Asterisk CDR Report - Pivot - Agents

Asterisk CDR Report - Pivot - Agents

Asterisk Queue Agents Details Pivot Report

Agents details gives you a detailed information about agents. It cares about each ring and adds it to the report. You may get more failed calls in this report because each “ring-no-answer” is considered as such.

Below you can see agents with number of calls, organized by week day, for just one exit event – RINGNOANSWER. This report lets you see how the day of the week affects agents answering the calls. The chart used is  a column chart.

Asterisk CDR Report - Pivot - Agent Details

Asterisk CDR Report - Pivot - Agent Details

Asterisk Queue Phone Numbers Pivot Report

Below is a report displaying distinct phone numbers, and organized by Answered/Failed and week day, displayed in a stacked bar chart.

Asterisk CDR Report - Pivot - Phone Numbers

Asterisk CDR Report - Pivot - Phone Numbers

Asterisk Queue Contacts Pivot Report

Contacts report is similar to the phone numbers report, but instead of phone numbers it contains contact names. You may see a similar report in Asterisk CDR Contacts Report. Contact names have been generated from Caller ID data.

Queue Pivot Fields

You can find more information about SAM Reports 2 fields here. In this section we will list all queue pivot fields:

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