Asterisk Apps: OrderlyStats
In my previous article, I made mention of using the CDR Database to generate reports. Unless you have the time, resources, and skills to develop some killer apps, you might begin looking at 3rd party applications to make your reports “pretty” and presentation worthy.
OrderlyQ has put together some rather great software.
OrderlyStats is a free product that they offer, kinda as a lost leader, in hopes that you will signup for their paid service: OrderlyQ. OrderlyStats basically connects via Asterisk Manager, and intelligently discovers your agents and queues. You have a realtime monitor of the queues, agents logged into the queues, and calls being answered and waiting to be answered. You can also generate reports for each queue. Reports give you details like: holdtimes, percentage of answered calls, average call lengths, number of repeat calls, etc. You even get a daily email with the number of answered calls for that day, etc.
Sounds almost too good to be true right? Well it is to some degree. It’s a free application, but you will find OrderlyQ bugging you about signing up for their paid service. And rightfully so, but still…. Another disadvantage is that it’s connecting to your server. If you have your Asterisk box running on the LAN, you are hopeless. And depending on how secure you have your system, (and how secure OrderlyQ’s system is), you open yourself up to security risks. OrderlyQ COULD have complete control over your phone system.
Nonetheless, it’s great for the reports. I like making use of OrderlyQ. Give it a try!
January 6th, 2009 at 9:34 am
Have you tried QueueMetrics? we use it for a mid-sized call-center and it has excellent statistics and works just great. Plus, you do not have to share data with a third party and it’s 100% available. The only downside is that it’s not free (though it costs peanuts compared to a traditional Call Center application).
January 6th, 2009 at 2:39 pm
Yes, I’ve tired QueueMetrics. I simply don’t like the interface. I’ve been working on developing my own queue manager for live queue stats. As for general reports, Asterisk’s CDR has all of the information that’s generally needed to generate solid, accurate reports. If you setup Asterisk to log CDR data to MySQL, you can easily query that data for quick stat reports.