Missed Calls count for agents in Inbound Groups Queue

[rahat651]

Hi,
We have our remote agents (on-hook and on mobile phones) assigned to Inbound Groups. When a call goes to an inbound group then agent phones rings one after another until an agent receives the call. Sometimes some agents do not receives or rejects (pressing the red button on the phone) the calls.

Is it possible to have a report or get data from the database to know how many calls were sent to each of the agents phone and how many each agent received/did not receive?

[Kabis]

In remote agents the call will be transferred. We cannot take reports attended or not. We can get only how many calls are transferred. We can't count attended or not attended..

[rahat651]

In remote agents the call will be transferred. We cannot take reports attended or not. We can get only how many calls are transferred. We can't count attended or not attended..

Kabis, but the system can detect if a call was pickedup by a remote agent or not. Based on that system already dials the next number in the queue if the previous one does not pickup the call. Wondering why it is not possible to know. Somewhere in the DB there is a log right? Or Asterisk queue log will do the job?

[rahat651]

I have found a way to deal with this. May not be the best approach as I am still looking into it but this will work for me to generate reports:
There is a file generated as part of the logs called action_send.yyyy-mm-dd. The content of the file is something like this:

Code: Select all

2020-10-19 8:26:43|1|5486|
Action: Hangup
Channel: SIP/DelTa9-00003ca5

2020-10-19 10:37:46|1|5487|
Action: Originate
Exten: 138331*4831*Y0191037370000005634*4062*
Context: default
Channel: Local/010*010*028*020*901131257896@default
Priority: 1
Callerid: RINGAGENT00000004831
Timeout: 29000

2020-10-19 10:37:59|1|5488|
Action: Redirect
Channel: SIP/DelTa9-00003ca9
Context: default
Exten: 8331*4831*Y0191037370000005634*4062*
Priority: 1

2020-10-19 10:43:02|1|5489|
Action: Originate
Channel: Local/55558600051@default
Context: default
Exten: 8300
Priority: 1
Callerid: ULGC0011019094302184

Parsing the file I get the number of calls were made and the number of calls were missed.