Service Level Report

[seaq]

Hi all,

i've got to generate an INBOUND Service Level report from vicidial.

What i'm being asked for is a report that shows in 15min frames:

- number of calls received, answered and dropped
- % of calls answered on the first 20, 40, 60, 80 and 100 seconds
- avrg waiting time before call is answered.


I'm looking for some help and hints for doing this.

Thanks

[heinz]

Hi seaq,

all the infos you need you'll find in the database. Your problem is to calculate the differences for the 15min frames. I had a similar problem and my solution was to create a cronjob(phpscript) which sends a query to the database every 15mins. The results are stored in a new table. With this data you can calculate your 15min reports easily.

Hope that helps somehow...
heinz

[mflorell]

I am actually working on this right now for seaq. Check SVN next week for a new report.