Queue statistics

Introduction

XiVO generates statistics, based on the queue logs computed by asterisk, on any calls and calls attempt to the queues

Statistics computed in real time are available in the ccmanager (see Queue view).

Statistics reports can be generated using SpagoBI (see spagobi).

Schema

It summarizes how we sort and name every call to a queue, reaching different states.

These states are based on asterisk queue logs event types, you should find more infos about them here : https://docs.asterisk.org/Operation/Logging/Queue-Logs/?h=queue+log

The CCM icon means the value is readable on the CC Manager (see Queue view).

SpagoBI

Warning

Because the SpagoBI technology is growing old and does not receive open-source updates, we won’t build our SpagoBI image after the one from Maia: 2024.05.latest. That image will still work just as before for further releases, starting with Naos.

Configure SpagoBI on http://XIVOCC_IP/SpagoBI (by default login: biadmin, password: biadmin). Replace XIVOCC_IP by the CC VM’s IP or the FQDN.

Update default language

1. Go to “⚙ Resources” > “Configuration management”

2. In the “Select Category” field, chose “LANGUAGE_SUPPORTED”

3. change value of the label “SPAGOBI.LANGUAGE_SUPPORTED.LANGUAGE.default” in your language : fr,FR , en,US , …

Upload Statistics Reports

Are you on a new installation ? Download the sample_reports from https://gitlab.com/xivocc/sample_reports/-/raw/master/spagobi/qsr_and_statusdb_from_luna.zip Did you upgrade to luna ? Get the new queue support report from https://gitlab.com/xivocc/sample_reports/-/raw/master/spagobi/queue_support_report.zip

Import zip file in SpagoBI:

1. Goto “Repository Management” -> “Import/Export”

2. Click on “Browse/Choose your file” and choose the previously downloaded file

3. Click on “Import” icon

4. Click next with default options until you are asked to override metadata, set Yes as shown in screen below

You can now browse the reports in Document->Rapports->Exemples>FA.

Use the database status report to check if replication and reporting generation is working :

Agents Statistics

The agent statistics report computes the same statistics as the queue statistics report, but the focus is made on the Agent itself rather than on the queue. There are some subtle differences.

Vocabulary

A call may be submitted to an agent several times. Thus a call ‘not answered’ by an agent may still be answered by another. This may be more explicit through an example below.

Example

An offered call can be submitted several times.

Installation

Retrieve the report under https://gitlab.com/xivocc/sample_reports/-/raw/master/spagobi/agent_support.zip

Import zip file in SpagoBI:

1. Goto “Repository Management” -> “Import/Export”

2. Click on “Browse/Choose your file” and choose the previously downloaded file

3. Click on “Import” icon

4. Click next with default options until you are asked to override metadata, set Yes as shown in screen below

Report

You can now browse the reports in Document->Rapports->Exemples>Agent.