Queue logs

Queue logs are events logged by Asterisk in the queue_log table of the asterisk database. Queue logs are used to generate XiVO call center statistics.

Queue log sample

Agent callback login

           time            |     callid      | queuename |   agent    |        event        |        data1        |      data2      |     data3     | data4 | data5
---------------------------+-----------------+-----------+------------+---------------------+---------------------+-----------------+---------------+-------+-------
2012-07-03 15:27:23.896208 | 1341343640.4    | NONE      | Agent/3001 | AGENTCALLBACKLOGIN  | 1002@pcm-dev        |                 |               |       |

Agent callback logoff

Agent/3001 is logged in queues q1 and q2.

           time            |     callid      | queuename |   agent    |        event        |        data1        |      data2      |     data3     | data4 | data5
---------------------------+-----------------+-----------+------------+---------------------+---------------------+-----------------+---------------+-------+-------
2012-07-03 15:28:07.348244 | NONE            | q2        | Agent/3001 | UNPAUSE             |                     |                 |               |       |
2012-07-03 15:28:07.346320 | NONE            | q1        | Agent/3001 | UNPAUSE             |                     |                 |               |       |
2012-07-03 15:28:07.327425 | NONE            | NONE      | Agent/3001 | UNPAUSEALL          |                     |                 |               |       |
2012-07-03 15:28:06.249357 | NONE            | NONE      | Agent/3001 | AGENTCALLBACKLOGOFF | 1002@pcm-dev        | 43              | CommandLogoff |       |

Call on a Queue with join empty conditions met

           time            |     callid      | queuename |   agent    |        event        |        data1        |      data2      |     data3     | data4 | data5
---------------------------+-----------------+-----------+------------+---------------------+---------------------+-----------------+---------------+-------+-------
2012-07-04 07:27:55.640421 | 1341401275.9    | q1        | NONE       | JOINEMPTY           |                     |                 |               |       |

Enter the queue and get answered by an agent

           time            |     callid      | queuename |   agent    |        event        |        data1        |      data2      |     data3     | data4 | data5
---------------------------+-----------------+-----------+------------+---------------------+---------------------+-----------------+---------------+-------+-------
2012-07-04 07:33:23.085718 | 1341401601.24   | q1        | Agent/3001 | CONNECT             | 2                   | 1341401601.27   | 1             |       |
2012-07-04 07:33:21.165823 | 1341401601.24   | q1        | NONE       | ENTERQUEUE          |                     | 1000            | 1             |       |

Agent or caller ends the call after 12 seconds

           time            |     callid      | queuename |   agent    |        event        |        data1        |      data2      |     data3     | data4 | data5
---------------------------+-----------------+-----------+------------+---------------------+---------------------+-----------------+---------------+-------+-------
2012-07-04 07:37:46.601754 | 1341401851.34   | q1        | Agent/3001 | COMPLETEAGENT       | 2                   | 12              | 1             |       |

Call on a full queue

           time            |     callid      | queuename |   agent    |        event        |        data1        |      data2      |     data3     | data4 | data5
---------------------------+-----------------+-----------+------------+---------------------+---------------------+-----------------+---------------+-------+-------
2012-07-04 07:40:17.339945 | 1341402016.44   | q1        | NONE       | FULL                |                     |                 |               |       |

Call on a closed queue

           time            |     callid      | queuename |   agent    |        event        |        data1        |      data2      |     data3     | data4 | data5
---------------------------+-----------------+-----------+------------+---------------------+---------------------+-----------------+---------------+-------+-------
2012-07-04 07:48:03.455999 | 1341402482.49   | q1        | NONE       | CLOSED              |                     |                 |               |       |

Caller abandon before an answer

            time            |     callid      | queuename |   agent    |        event        |        data1        |      data2      |     data3     | data4 | data5
----------------------------+-----------------+-----------+------------+---------------------+---------------------+-----------------+---------------+-------+-------
 2012-07-04 07:49:52.939802 | 1341402586.51   | q1        | NONE       | ABANDON             | 1                   | 1               | 6             |       |