Overview of Queue Reports
SAM Reports gives you an insight into your Asterisk PBX call center statistics.
The structure of the main window is described in details here.
There are four main areas covered in SAM Reports Queue Reports:
Just like the CDR reports , report for each area is broken down into fields.
Queue Calls Summary
Calls Summary takes into account just the call itself and ignores all other “participants” (elements), such as agents and queues, or caller-id.
Asterisk Queue Reports - Calls Summary (Month By The Hour)
Queue Agents Summary
Agents Summary gives you a detailed information about agents. It cares about each ring and add it to the report. You may get more failed calls in this report because each “ring-no-answer” is considered as such. As you see on the picture below, each agent has a name next to it. That is, in fact a contact assigned to each agent. You may do that in the “Agents and Queues” window.
Queue Reports - Agents - Call Exit
Queue Queues Summary
Queues Summary gathers details about queues and does not care which agents are in that queue. It might be a good idea to add a description to your queues, to make it more readable in the report. You may also do that in the “Agents and Queues” window.
Queue Reports - Queues - Hold Time By Month
Queue Contacts Summary
Contacts Summary focuses on caller-ids that have been matched with a contact name in the “Contacts” window.
Queue Reports - Contacts - Who Ended The Call
Queue Unknown Phone Numbers Summary
Unknown Phone Numbers summary focuses on details concerning caller-ids that still represent the unknown callers.
Queue Reports - Unknown Callers - Talk Time By The Day Of The Week
Queue Report Fields
The main building blocks of Queue Reports window are the fields. The report is designed by dragging and dropping the fields in different locations.
Four types of fields are: calculated , data , date and time and area-specific fields .
Calculated Fields
Calculated Fields are computed from the Asterisk queue log files to make the queue report more meaningful.
They are: Answered/Failed field, the Hangup field and the Exit field.
Answered/Failed Field
Answered/Failed Field basically just tells you whether the call was answered by an agent or not.
Queue Reports - Calculated Fields - Answered / Failed Field
Hangup Field
Hangup field tells you how this particular call has ended. Whether it ended by an agent or the caller, or perhaps transferred to another agent or extension.
Queue Reports - Calculated Fields - Hangup
Exit Field
Exit field just records the last queue event (queue action) on call completion.
That way you can determine whether the caller hung up the phone (ABANDON event), or perhaps was he kept waiting on the line for too long and gave up (EXITWITHTIMEOUT event).
Queue Reports - Calculated Fields - Exit
Data Fields
Data Fields are: count, talk fields, hold fields, transfer, entry position and exit position.
Count field
The count field tells you about the number of calls for given conditions (current constellation of the report).
Count field is the same as the one on the CDR Reports data fields.
Talk fields
Talk fields are “Talk summary” and “Talk Average”.
They show the accrued or average talk time in seconds for a given period and currently selected fields in the pivot grid.
Queue Reports Data Fields - Talk Fields
Hold fields
They show the accrued or average hold time in seconds for a given period and currently selected fields in the pivot grid.
Queue Reports Data Fields - Hold Fields
Transfer field
Transfer field lists all the destinations to which the call is transferred in the currently selected fields in the pivot grid.
Queue Reports Data Fields - Transfer Field
Entry position field
Entry position field lists all the entry positions of callers.
Queue Reports Data Fields - Entry Position Field
Exit position field
Exit position field lists all the exit positions of callers.
Queue Reports Data Fields - Exit Position Field
Area-specific fields
Area specific fields are available each in its own corresponding area.
Fields are : call fields, agent, queue, contact and the unknown number field. You may look-up the contact and the unknown number fields in the CDR reports section, because those fields are basically the same in both report kinds.
Call Fields
Call fields are available on the “Call Summary” report area.
Queue Reports - Area Specific Fields - Call Fields
They show the total and average call duration.
Agent Field
The agent filed shows all available agents for the current selection in the pivot gird.
Queue Reports - Area Specific Fields - Agent Field
Queue Field
The agent filed shows all available queues for the current selection in the pivot gird.
Queue Reports - Area Specific Fields - Queue Field
