SAM Reports 2 is released!

The new version, SAM Reports 2 is out!

There are many  changes between SAM Reports and SAM reports 2, as well as new features introduced.

The changes

  • SAM Reports 2 supports big datasets, as well as sliced (rotated) log files, as was introduced in this blog post.
  • The same goes to the viewer that displays the reports.
  • Transfer of log files from the PBX/local PC now resumes, rather than copies all log files.
  • Parser is now separated from the viewer (SAMReports.exe). That is to facilitate adding different Asterisk SKUs, that may be changing the log files in some way.
  • Parser also shows a much more informative progress while processing.
  • There is a different organization of Pivot Reports window:
    • SAM Reports 1 loaded all available reports for CDR and queues respectively, in the same window.
    • Now there is a command for each of the available reports containing different elements.

New features

  • Pivot Reports
  • Detailed Reports
    • As requested by some of our customers, the detailed reports were introduced.
    • They display non-aggregated CDR and Queue calls.
    • Queue call drill-down reports were introduced:
  • Advanced parsing
    • Sometimes an Asterisk log file( CDR mostly) contains a lot of redundant and unneeded lines. If those entered the reports they would only generate noise and clog the report.
    • We introduced a way to recognize and ignore such lines when generating report. There are also rules to assign agents an extension, if it is contained in their name.
  • Log Files Viewer
    • Application that let’s you see the raw log files, as created by the Asterisk PBX.
  • Parsing results
    • There is a new window that shows the last parsed results.
  • Multiple Projects
    • SAM reports is not bound to a single Asterisk PBX anymore. It can generate reports for X number of Asterisk installations (X is determined by your SAM Reports 2 SKU : Enterprise-unlimited, Professional-10 and Standard-3) (Customer request)
    • You don’t need to make a new project only in case you have more than one Asterisk box. You might want to make a new project for each year, month…

I will be sending the update emails to my current customers next week. This upgrade is free for all registered users, and they will all be receiving a Professional SKU, an upgrade. I have decided to give free upgrades, because we consolidated all the efforts into this new version, and did not pay much attention to the version 1 of SAM Reports. That way we can thank them for being patient.

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New Version is coming SOON!

New version of SAMReports (version 2) is coming very soon

Project OverView

Now the home tab of SAMReports 2 displays the current project CDR and Queue aggregated chart data.

SAMReports Project Overview

SAMReports Project Overview

Multiple projects

SAMReports Project Settings

SAMReports Project Settings

SAMReports2 supports multiple projects. That means that you can report on multiple PBX-es, or/and add log files from the past. That would be the case if you had log files from (eg. 2007) some old Asterisk PBX, and the machine is not working anymore, but you would like to see what was happening at the time. Or you could make a new project for each year, or a month for the same Asterisk PBX.

Detailed Reports

SAMReports Asterisk Queue detailed Report

SAMReports Asterisk Queue detailed Report

SAMReports now offers CDR and Queue detailed reports. Here you can see a sample Asterisk Queue detailed report.

Asterisk Queue Call Flow Chart

Asterisk Queue Flow Chart

Asterisk Queue Flow Chart

If you’re wondering what’s happening with your Queue Calls, you can dive into detailed reports and view a Queue Flow chart for a particular call.

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Need a VM of an operational TrixBox/Fonality

Why do I need it?

As I presented in my case, in the previous post, I need a virtual machine of an operational TrixBox PBX (Fonality edition).

  • I need it to test connecting to the MySQL database in order to read the CDR and queue data.
  • I also need it to further improve on my merging of the log files created by the system, and transferring them.

Privacy issues

  • I’m aiming at PBXs that are no longer in use, but have not been refurbished yet.
  • I will obfuscate the data. I made a little program, Randy, that generates random names and phone numbers, just for that purpose. I used it to change all the identifiable data from one of my clients. I’m using that data for demonstrating the features of Sam Reports, the owner of this blog.

What’s in it for you?

In Croatian (Ima’l mene tute?)

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About beta and TrixBox-Fonality

The first five days of beta are behind me. Some people subscribed to the Google Group and others corresponded with me only via email. Very useful feedback so far, I’m satisfied with how all is going.

Update 2011-12-07 : SAM Reports 2 supports Trixbox/Fonality without any additional modules. Take a look at our new help files.

TrixBox (Fonality) issues

I would really like to make reading the reports from TrixBox (Fonality) a bit easier. Sam Reports generates Asterisk reports from log files that are present on every Asterisk box by default (master.csv and queue_log). TrixBox slices the log files into a bunch of small files and puts them in  date-named directories . Let me describe it in details:

Master.csv

It is originally just one cvs file located in /var/log/asterisk/cdr-csv/master.csv (I don’t care about the cdr-custom at the moment). On Fonality PBX, (I’m not sure that the situation is the same on all TrixBox SKUs), the master.csv data is placed in the same directory:  /var/log/asterisk/cdr-csv/09-10-01/,  but there are additional directories created there, on a weekly basis. So (the date – 09-10-01 – corresponds to YY-MM-DD). A new directory is created on Monday of each week , as stated in Fonality help files. I have copied all the files from Fonality PBX on my local PC, and below you can see a screenshot:

Fonality (TrixBox) master.csv

Fonality (TrixBox) master.csv

In each of these directories there are thousands of master.csv parts named: Master.csv.xxxxxxxxxx, where the xxxxxxxxxx is a UNIX time stamp (the number of seconds elapsed since Jan 1, 1970). One such file is created every 5 minutes, on a Fonality PBX. The file named just “master.csv“, that you see on the figure above, is the latest log that has not yet been stored in a directory and rotated.

Fonality-TrixBox master.csv parts

Fonality-TrixBox master.csv parts

Queue_log

Originally queue_log file is located in /var/log/asterisk/queue_log.  On Fonality-TrixBox  it is also dissected  into many parts, in much the same way.

Fonality-TrixBox queue_log

Fonality-TrixBox queue_log

The original “queue_log” file just holds the latest 5 minutes worth of information, and all other data is in files created by the same algorithm as CDR files.

Fonality-TrixBox queue_log parts

Fonality-TrixBox queue_log parts

Merging the files

One of my beta testers wanted to try Sam Reports, but got only the 5 minutes worth of data. So I decided to make a little program to merge all the disjointed files into one, master.csv and queue_log respectively. If you ever have such need, you can download the file here: FonalityMerge.

  • It requires that you have copied all the log files and directories from your Fonality box, somewhere on your local disk.
  • Then you merge the files with FonalityMerge
  • And you get your master.csv and queue_log

Now you can process the log files with Sam Reports and see your reports.

Further improvement

If I get enough inquiries for TrixBox/Fonality support I may opt to do one of the things:

  • Make the transfer of directories from Fonality-TrixBox available with a click of a button. That would take into account just the diff between directories and files (the directories and files already present on the local disk would not be transferred any more)
  • Or go for the database option and connect directly to the MySQL database with the logs. To do that I would need a working TrixBox with a database that contains meaningful data.  Meaningful means real data generated by using a system for 5-6 month, at least.

It would be great if someone could provide me with a virtual machine of a TrixBox PBX that has been operational for some time. I know it’s a long shot. I would be veeeery grateful.

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Top 10 Unknown Numbers By Day (Queue Reports)

Here we see top 10 unknown callers distributed by weekdays in an inverted view. We can see the caller’s daily calling patterns and if the number of call is significant for our business, learn more about them and make them contacts in the application. To learn more about queue reports click here.

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Top 5 Queues By Exit (Queue Reports)

Here we see how the calls ended for any of top five queues. By displaying both answered and unanswered calls on the same axis, we can see their ratio. When we look closer we see how each of the queues behaved in answered and unanswered categories. That can be a useful way of looking at several related information at once. This queue report is on queue level only. More details about agents is visible from the agent view.

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Top 5 Contacts by Day (Queue Reports)

Here we have top 5 contacts that called our call center and talked to our operators the longest. Total call duration by contact is distributed by weekdays and we can see on the chart that their call patterns differ. That information might be useful to offer our clients services tailored to their specific needs.

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Top 5 Agents By Quarter (Queue Reports)

This view displays top 5 agents by quarter with the rest of agents accrued into a single value. That lets you see the relations between top performers and the rest. Each pie diagram shows two types of information  : relations between top performers and the ratio between top performers and the rest. To learn more about queue reports click here.

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Calls By Hour / Day (Queue Reports)

Here you can see overall call center performance by weekday and then by the hour. This provides you immediately to  see which weekday / hour combination has the least/most calls. It also shows hourly patterns per days of the week.  The column diagram makes it easy to see the distinct hours in a day and grouping by  days on the x axis depicts distinct weekdays.

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