This page contains describes the statistics on agents' sessions and answered calls.
Overview
VoipNow offers you detailed statistics about the queue agent, including information about his sessions and answered calls.
You can use the Agent <agent_name> Status management page to browse through the available details. The following controls are provided:
- Agent overview
- Session report
- Calls report
The link menu displayed on top of the page allows you to navigate through the sessions and answered calls reports. This menu is always present, no matter the selected page.
Agent overview
This section displays the queue agent's most important parameters:
| Field | Description |
|---|---|
| Status | The queue agent's status (e.g. Logged in Jul 01, 2010 12:14:19). |
| Logged in total time | The total time the agent was logged in to the queue. |
| Logged in | This number displays for how many times the queue agent has logged in to the queue in the defined time interval. |
| Average logged in | The average time spent by the queue agent logged in to the queue (the average length of his sessions), in the defined time interval. |
| Minimum logged in | The minimum time spent by the queue agent logged in (his shortest session), in the defined time interval. |
| Maximum logged in | The maximum time spent by the queue agent logged in (his longest session), in the defined time interval. |
| Pauses | The number of times the queue agent used the pause feature (e.g. dialed *96EXTENSION_NUMBER from his key pad), in the defined time interval. |
| Average on pause time | The average length of the queue agent's pauses, in the defined time interval. |
| Minimum on pause time | The minimum time a queue agent was paused, in the defined time interval. |
| Maximum on pause time | The maximum time a queue agent was paused, in the defined time interval. |
| Calls | The total number of calls assigned to the queue agent in the defined time interval. |
When you want to visualize the statistics for a certain time interval, you can define its limits using the available search controls:
Analyzing records between <start_date_time> and <end_date_time>
Where:
- <start_date_time>: Use the available text box or the calendar icon to specify the starting date and time of the time interval you want the information to be displayed for. The format must be yyyy-mm-dd hh:mm. The default value is the first day of the current month.
- <end_date_time>: Use the available text box or the calendar icon to specify the ending date and time of the time interval you want the information to be displayed for. The format must be yyyy-mm-dd hh:mm. The default value is the current date and time.
After you have decided on the time interval you want the statistics to be displayed for, click the Search link. The statistics will be updated.
The dates are saved even if you navigate to other pages. All the other queue statistics pages display records for the same time interval.
Sessions report
The Agent <agent_name> Session Details page displays detailed information about all the queue agent's sessions:
| Field | Description |
|---|---|
| Login hour | The session's start time - the date and time the agent logged in to the queue. |
| Logout hour | The session's end time - the date and time the agent logged out from the queue. |
| Duration | The session's length - the time the agent was logged in to the queue. |
| Logged in from | The agents can log in to a queue from any phone connected to the VoipNow system (the phone associated with the agent's extension or another phone associated with another extension) or from a remote location (for remote agents), using a Queue login center extension. This column specifies the extended number of the extension associated with the phone used by the agent during the session or the phone number the remote agent is calling from. |
| Pauses | The number of times the queue agent used the pause feature (e.g. dialed *96EXTENSION_NUMBER from his key pad), in the defined time interval. |
| Pause time | The total duration of the queue user's pauses, per session, in the defined time interval. |
When you want to visualize the statistics for a certain time interval, you can define its limits by using the available search controls:
Analyzing records between <start_date> and <end_date>
Calls report
The Agent <agent_name> Calls page displays the most important details about the calls answered by the queue agent like the CallerID, the call duration or the time the caller had to wait in queue.
The Calls Overview table provides the following information:
| Field | Description |
|---|---|
| CallerID | The caller's identification number, for example <8754>, or, if the call was initiated from inside the system, the extension number (e.g.: 007 or 0001*007) of the person who made the call. |
| CallID | A unique identification number generated by Asterisk for each call. |
| Start time | The date and time the conversation started. |
| End time | The date and time the conversation ended. |
| Duration | The conversation's length. |
| Call wait | The time the caller had to wait in queue before being connected to the agent. |
| Call ended with | Here you can see how the call was terminated:
|
When you want to visualize the statistics for a certain time interval, you can define its limits by using the available search controls:
Analyze records between <start_date> and <end_date>
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