Report Selection

When logged into Asternic you will have the option to chose a subset of your Agents and Queues to run a report. Also a date range and a time frame. There are some shortcuts to select a data range, like ‘This Week’, ‘Last month’, ‘Yesterday’, etc.

Once your selection is done you can run the report by clicking the Display Report button. If you have lots of data, it might take some time to bring you the first result, and you will be able to navigate to different reports by selecting their appropriate Tab in the web interface

Distribution Tab

This section will show reports that includes all calls (answered or not) for the selected time period/agent/queues, grouped by different metrics, mostly time derivatives: per month, per day, per day of week, etc. It is a mix of both Answered reports and Unanswered reports in one, as such you can find formulas that involves both answered and unanswered calls, like Service Level Agreement.

Answered Tab

This section will show only Answered calls in the system. Answered calls are constituted by two main dispositions:

• COMPLETECALLER (caller hanged up the call first)
• COMPLETEAGENT (agent hanged up the call first).
• TRANSFER (agent transferred the call somewhere else). In most systems, transfers are not logged. Look at the TRANSFER section at the end of this guide for an explanation/solutions.

Unanswered Tab

This section will show only Unanswered calls in the system. Unanswered calls are constitued by several dispositions.

The most important is

• ABANDON, that means that a caller hanged up, possibly tired of waiting, before being connected to an agent.

There are other dispositions that counts torwards unanswered calls:

• EXITWITHTIMEOUT, that means the maximum configured wait time in the queue was reached, and the call was diverted to the failover destination.
• EXITWITHKEY, means that the caller exited the queue by pressing some digit
• EXITEMPTY, means that the caller was diverted because there were no available agents to take the call

Agent Tab

You will see reports showing Agent activity and session times. Including pauses and activity details.

Search Tab

It lets you perform a search over calls on the system based on some fields, like date ranges, agent, call duration, uniqueid, etc.

Realtime Tab

It will show your queues and agents real time state. It will refresh every few seconds.

Distribution Reports

Distribution reports show all received queue calls: answered, unanswered, abandonded and transferred. There are several reports grouped in a particular way, mostly by time periods: month, week, day, hour, day of week, etc, and also for other fields like Queue, URL or DID.

You will find some calculated columns that involves answered/unanswered calls like SLA (Service Level Agreement), and the number of logins and logouts.

If you enable outbound tracking to get outbound reporting, and configure the call_flow parameter in Setup/Preferences, then you will find separated outbound reports.

If you do not see Transfer counters, please refer to the Transfer section in this guide for an explanation and possible solution.

Distribution Summary

A brief look at the number of calls in the system:

Number of received calls

Will show the total number of calls received in the selected queues for the selected time period.

Number of answered calls

Will show the number of calls that were connected to an agent/representative

Number of unanswered calls

Will show the number of calls that were not connected to an agent/representative and exited the queue for a configurable reason like a timeout being reached

Number of abandoned calls

Will show the number of calls that were not connected to an agent/representative and exited the queue because the caller hanged up the call

Number of transferred calls

Will show the number of calls that were connected to an agent and then transferred out. See the transfers section on this guide if you are not seeing transfers logged.

Distribution by Queue

This report will show distribution of answered,unanswered,abandoned and transferred calls, grouped by Queue.

Pressing on each value in the first column will expand the data (drill down) and show all the calls that conform that group.

GROUP FIELD : QUEUE

Received

Total number of calls received in that Queue (Sum of answered,unanswered,abandonded, and transferred calls). Expressed in units.

Answered

Calls answered for that Queue. Expressed in units.

Unanswered

Calls unanswered for that Queue. Expressed in units.

Abandoned

Calls abandoned by the Caller whitin that Queue. Expressed in units.

Transferred

Calls transferred whitin that Queue. Expressed in units.

Logins

Agent Logins whitin that Queue. Expressed in units.

Logoff

Agent Logoff whitin that Queue. Expressed in units.

Avg Wait

Average Wait Time for all calls within that Queue. Expressed in time.

Avg Talk

Average Talk Time for all calls answered in that Queue. Expressed in time.

Max Callers

Maximum amount of simultaneous callers waiting in the Queue within that Queue. Expressed in units.

% Answ

Porcentage of answered calls. Expressed in percent.

% Unansw

Porcentage of unanswered calls. Expressed in percent.

SLA

Service Level Agreement. Expressed in percent. The default formula (that can be changed via Setup/Designer if you whish) is this:

round((ANSWERED_SLA / RECEIVED)*100,2)

The formula counts all calls answered before the configured sla_answered setting in Setup/Preferences, against all received calls on that group.

Distribution per Month

This report will show distribution of answered,unanswered,abandoned and transferred calls, grouped by Month.

Pressing on each value in the first column will expand the data (drill down) and show all the calls that conform that group.

GROUP FIELD : MONTH

Received

Total number of calls received in that Month (Sum of answered,unanswered,abandonded, and transferred calls). Expressed in units.

Answered

Calls answered for that Month. Expressed in units.

Unanswered

Calls unanswered for that Month. Expressed in units.

Abandoned

Calls abandoned by the Caller whitin that Month. Expressed in units.

Transferred

Calls transferred whitin that Month. Expressed in units.

Logins

Agent Logins whitin that Month. Expressed in units.

Logoff

Agent Logoff whitin that Month. Expressed in units.

Avg Wait

Average Wait Time for all calls within that Month. Expressed in time.

Avg Talk

Average Talk Time for all calls answered in that Month. Expressed in time.

Max Callers

Maximum amount of simultaneous callers waiting in the Queue within that Month. Expressed in units.

% Answ

Porcentage of answered calls. Expressed in percent.

% Unansw

Porcentage of unanswered calls. Expressed in percent.

SLA

Service Level Agreement. Expressed in percent. The default formula (that can be changed via Setup/Designer if you whish) is this:

round((ANSWERED_SLA / RECEIVED)*100,2)

The formula counts all calls answered before the configured sla_answered setting in Setup/Preferences, against all received calls on that group.

Distribution per Week

This report will show distribution of answered,unanswered,abandoned and transferred calls, grouped by Week. The first column will show the week number for the year. Week numbering mode can be changed via Setup/Preferences, see the administrator guide for an explanation on week modes.

Pressing on each value in the first column will expand the data (drill down) and show all the calls that conform that group.

GROUP FIELD : WEEK

Received

Total number of calls received in that Week (Sum of answered,unanswered,abandonded, and transferred calls). Expressed in units.

Answered

Calls answered for that Week. Expressed in units.

Unanswered

Calls unanswered for that Week. Expressed in units.

Abandoned

Calls abandoned by the Caller whitin that Week. Expressed in units.

Transferred

Calls transferred whitin that Week. Expressed in units.

Logins

Agent Logins whitin that Week. Expressed in units.

Logoff

Agent Logoff whitin that Week. Expressed in units.

Avg Wait

Average Wait Time for all calls within that Week. Expressed in time.

Avg Talk

Average Talk Time for all calls answered in that Week. Expressed in time.

Max Callers

Maximum amount of simultaneous callers waiting in the Queue within that Week. Expressed in units.

% Answ

Porcentage of answered calls. Expressed in percent.

% Unansw

Porcentage of unanswered calls. Expressed in percent.

SLA

Service Level Agreement. Expressed in percent. The default formula (that can be changed via Setup/Designer if you whish) is this:

round((ANSWERED_SLA / RECEIVED)*100,2)

The formula counts all calls answered before the configured sla_answered setting in Setup/Preferences, against all received calls on that group.

Distribution per Day

This report will show distribution of answered,unanswered,abandoned and transferred calls, grouped by Day.

Pressing on each value in the first column will expand the data (drill down) and show all the calls that conform that group.

GROUP FIELD : DAY

This report is grouped by day, you can click on each value to see the detailed information on a drop-down list.

Received

Total number of calls received in that Day (Sum of answered,unanswered,abandonded, and transferred calls). Expressed in units.

Answered

Calls answered for that Day. Expressed in units.

Unanswered

Calls unanswered for that Day. Expressed in units.

Abandoned

Calls abandoned by the Caller whitin that Day. Expressed in units.

Transferred

Calls transferred whitin that Day. Expressed in units.

Logins

Agent Logins whitin that Day. Expressed in units.

Logoff

Agent Logoff whitin that Day. Expressed in units.

Avg Wait

Average Wait Time for all calls within that Day. Expressed in time.

Avg Talk

Average Talk Time for all calls answered in that Day. Expressed in time.

Max Callers

Maximum amount of simultaneous callers waiting in the Queue within that Day. Expressed in units.

% Answ

Porcentage of answered calls. Expressed in percent.

% Unansw

Porcentage of unanswered calls. Expressed in percent.

SLA

Service Level Agreement. Expressed in percent. The default formula (that can be changed via Setup/Designer if you whish) is this:

round((ANSWERED_SLA / RECEIVED)*100,2)

The formula counts all calls answered before the configured sla_answered setting in Setup/Preferences, against all received calls on that group.

Distribution per Hour

This report will show distribution of answered,unanswered,abandoned and transferred calls, grouped by Hour.

Pressing on each value in the first column will expand the data (drill down) and show all the calls that conform that group.

GROUP FIELD : HOUR

Received

Total number of calls received in that Hour (Sum of answered,unanswered,abandonded, and transferred calls). Expressed in units.

Answered

Calls answered for that Hour. Expressed in units.

Unanswered

Calls unanswered for that Hour. Expressed in units.

Abandoned

Calls abandoned by the Caller whitin that Hour. Expressed in units.

Transferred

Calls transferred whitin that Hour. Expressed in units.

Logins

Agent Logins whitin that Hour. Expressed in units.

Logoff

Agent Logoff whitin that Hour. Expressed in units.

Avg Wait

Average Wait Time for all calls within that Hour. Expressed in time.

Avg Talk

Average Talk Time for all calls answered in that Hour. Expressed in time.

Max Callers

Maximum amount of simultaneous callers waiting in the Queue within that Hour. Expressed in units.

% Answ

Porcentage of answered calls. Expressed in percent.

% Unansw

Porcentage of unanswered calls. Expressed in percent.

SLA

Service Level Agreement. Expressed in percent. The default formula (that can be changed via Setup/Designer if you whish) is this:

round((ANSWERED_SLA / RECEIVED)*100,2)

The formula counts all calls answered before the configured sla_answered setting in Setup/Preferences, against all received calls on that group.

Distribution per Day of Week

This report will show distribution of answered,unanswered,abandoned and transferred calls, grouped by Day of Week (monday, tuesday, etc).

Pressing on each value in the first column will expand the data (drill down) and show all the calls that conform that group.

GROUP FIELD : WEEK DAY

Received

Total number of calls received in that Week Day (Sum of answered,unanswered,abandonded, and transferred calls). Expressed in units.

Answered

Calls answered for that Week Day. Expressed in units.

Unanswered

Calls unanswered for that Week Day. Expressed in units.

Abandoned

Calls abandoned by the Caller whitin that Week Day. Expressed in units.

Transferred

Calls transferred whitin that Week Day. Expressed in units.

Logins

Agent Logins whitin that Week Day. Expressed in units.

Logoff

Agent Logoff whitin that Week Day. Expressed in units.

Avg Wait

Average Wait Time for all calls within that Week Day. Expressed in time.

Avg Talk

Average Talk Time for all calls answered in that Week Day. Expressed in time.

Max Callers

Maximum amount of simultaneous callers waiting in the Queue within that Week Day. Expressed in units.

% Answ

Porcentage of answered calls. Expressed in percent.

% Unansw

Porcentage of unanswered calls. Expressed in percent.

SLA

Service Level Agreement. Expressed in percent. The default formula (that can be changed via Setup/Designer if you whish) is this:

round((ANSWERED_SLA / RECEIVED)*100,2)

The formula counts all calls answered before the configured sla_answered setting in Setup/Preferences, against all received calls on that group.

Distribution Detailed

Here is a detailed report for all individual calls and events for the selected queues/agents and time range. While the previous reports were grouped by some particular value, in this one you see individual calls with no group being performed. You can search by number using the little hourglass icon. Also, as the report will be large, result will be paginated, you can click the page buttons to browse through all results.

Clicking on the date value in the first column will show the individual call detail and its flow from the moment that arrives into the queue until hungup.

Here is an example:

There are some columns named Info1, Info2, Info3, Info4 and Info5 on the detailed report that you can mouse over each value and it will popup an inline help with the exact field description. Take note that these columns changes depending on the EVENT reported.

The Event column contains the actual EVENT logged by the Asterisk system in their logs. Each interaction with the queue will generate a specific event, from ENTERQUEUE when the call enters a queue, to an intermediate CONNECT event when the call is answered by an agent, and final dispositions like COMPLETECALLER. Here is a list of common events you might found:

ENTERQUEUE

A caller entered the queue. Three parameters are also written: the URL (if specified) in the Info 1 field and the caller ID of the caller on the Info 2 field, and the original position where the call has landed in the Info 3 field.

CONNECT

The caller was connected to an agent.

ABANDON

The caller abandoned their position in the queue. The position is the caller’s position in the queue when they hungup, the origposition is the original position the caller was when they first entered the queue, and the waittime is how long the call had been waiting in the queue at the time of disconnect.

COMPLETECALLER

The caller was connected to an agent, and the call was terminated normally by the caller. The caller’s hold time and the length of the call are both recorded. The caller’s original position in the queue is recorded in origposition.

COMPLETEAGENT

The caller was connected to an agent, and the call was terminated normally by the agent. The caller’s hold time and the length of the call are both recorded. The caller’s original position in the queue is recorded in origposition.

EXITEMPTY

The caller was exited from the queue forcefully because the queue had no reachable members and it‘s configured to do that to callers when there are no reachable members. The position is the caller‘s position in the queue when they hungup, the origposition is the original position the caller was when they first entered the queue, and the waittime is how long the call had been waiting in the queue at the time of disconnect.

EXITWITHKEY

The caller elected to use a menu key to exit the queue. The key and the caller‘s position in the queue are recorded.

EXITWITHTIMEOUT

The caller was on hold too long and the timeout expired.

RINGNOANSWER

The timeout value for ringing the queue member was exceeded. A single parameter will also be written indicating the amount of time the member’s extension rang in the Info 1 field.

RINGCANCEL

Same as RINGNOANSWER but logged for the agent that was ringing when a caller abandons the queue

TRANSFER

Caller was transferred to a different extension. Context and extension are recorded. The caller‘s hold time and the length of the call are both recorded. PLEASE remember that transfers performed by SIP UA‘s by way of a reinvite may not always be caught by Asterisk and trigger off this event. The only way to be 100% sure that you will get this event when a transfer is performed by a queue member is to use the built-in transfer functionality of Asterisk.

Answered reports

Answered reports will show only calls that have been Answered: that means calls that entered the queue and were connected to an Agent/Representative. As this calls are connected to a specific Agent, then you will see a report for Answered by Agent. That is something you cannot have in unanswered calls, because an unanswered call cannot be blamed into a particular agent (as there might be more than one agent in a queue).

Service Level

This report shows the calls answered within different ringing times. Each new row will include the number of calls from the previous row, the difference from one row to the next is shown in the Delta column, while Count will show the sum of calls up to that point.

GROUP FIELD : Answered whitin XX seconds

Pressing on each value in the first column will expand the data (drill down) and show all the calls that conform that group.

Count

Amount of calls expressed in units.

Delta

Number of calls added from the previous row.

%

Porcentage that represent the Count field information.

Answered By Queue

GROUP FIELD : Queue

Pressing on each queue in the first column will show all the detailed data.

Received

Amounts of calls received and answered in that queue.

% Calls

Representative percent over the 100% of total answered calls.

Answered By Agent

GROUP FIELD : Agent

Pressing on each agent in the first column will show all the detailed data for it.

Received

Amount of calls received for that agent.

Completed

Amount of calls answered for that agent.

Transferred

Amount of calls transferred from that agent.

% Calls

Representative percent of answered calls for that agent over the total answered.

Talk Time

Total time the agent has been talking.

% Talk Time

Representative percent of talk time for that agent over the total talked time.

Avg Talk Time

Average talk time per call for the agent.

Ring Time

Total amount of ringing time in this agent.

Wait Time

Total amount of time the callers waited for being answered by the agent.

Avg Wait Time

Average time the callers waited to talk with the agent.

Max Wait Time

Maximum wait time a caller needed to wait for being answered by the agent.

Disconnection Cause

GROUP FIELD : Event

This column will show the latest event fired by the answered call. Most are Completed by Caller, Completed by Agent, Transfer. Pressing on the grouped field will show you calls details for it.

Received

Amount of calls finished with the event.

% Calls

Percent for the total answered calls.

Answered by Call Length

GROUP FIELD : Duration

How long was the call duration. Pressing on the data in the first column will show in detail the calls grouped in that row.

Received

Calls received within that duration.

Completed

Calls Completed within that duration.

Transferred

Calls Transferred within that duration.

% Calls

Percent data for the calls over the total answered calls.

Talk Time

Total time the agent has been talking.

% Talk Time

Percent information about the agent time talking.

Avg Talk Time

Average talk time per call for the agent.

Wait Time

Total amount of time callers has been waiting to be answered.

Avg Wait Time

Average time the callers needed to wait till being answered.

Max Wait Time

The maximun time a caller waited to be answered.

Transfers

Agent

Agent that has been started the transfer process.

To

Destination extension/channel for the transfer.

Count

Amount of transfer made from the agent to the destination.

Answered Calls Detail

GROUP FIELD : Date

Pressing on each row data in the first column will show the detailed call.

Queue

Queue involved in the call.

Agent

Agent that answered the call.

Number

Identification number the caller is calling from.

Event

Latest event received for that call.

Ring Time

Amount of time the call were ringing on the Agent.

Wait Time

Amount of time the caller were waiting for being answered.

Talk Time

Amount of conversation time.

Actions

If recordings are configured, you will see 2 icons there for listening the conversation or downloading it directly.

Unanswered Reports

The unanswered section will show different reports for calls that were not connected to an agent. There are two main distinctions in unanswered calls:

ABANDONED

Abandoned calls are the ones where the caller hangs up before being connected to an agent/representative. So, whenever the caller hangs up before being answered, an ABANDON will be registered.

UNANSWERED

Unanswered calls in the other hand, are calls that exited the queue without the caller hanging up. That means that caller is still on the system, but the call exited the queue for some configurable reason, like a timeout being reached, because a digit was pressed, because the queue is empty, etc. Those reasons for a call exiting a queue without the user hanging up are always configured in your backend.

These are the dispositions that counts torwards unanswered calls:

• EXITWITHTIMEOUT, that means the maximum configured wait time in the queue was reached, and the call was diverted to the failover destination.
• EXITWITHKEY, means that the caller exited the queue by pressing some digit
• EXITEMPTY, means that the caller was diverted because there were no available agents to take the call

Service Level

Abandoned

Will show the group field for service level, separating calls in wait time intervals.

Count

The number of calls abandoned/unansnwered in that wait time interval.

Delta

Difference in number of calls from current row compared to the previous one.

%

Percentage of abandoned calls in that wait time interval.

Disconnection Cause

GROUP FIELD : Event

The final disposition of the call, to show if it was abandoned or unanswered by any of the unanswered dispositions like timeout, exit with key, etc.

Total

Number of calls terminated with that disposition.

% Calls

Percentage of calls for that particular disconnection cause.

Unanswered Calls by Queue

This report will show all unanswered calls grouped by Queue.

GROUP FIELD : Queue

The queue where the call exited the queue application.

Total

Total number of not connected calls on that queue, including both abandoned and unansnwered.

Abandoned

Number of abandoned calls. (user hanged up)

Unanswered

Number of unanswered calls. (call existed the queue without the user hanging up, like timeouts).

% Calls

Percentage of calls considering the total number of unanswered calls as the universe.

Unanswered Calls Detail

This report will show the detailed unanswered calls, one by one. Clicking on the date column will drill down the data and will show the individual events that correspond to that particular call.

Date

Date/Time for the call. Click to drill down.

Queue

Queue for the call.

Number

Callerid of the caller.

Event

Final disposition event logged.

Start Position

Where in the queue the caller started.

End Position

Where in the queue the caller ended.

Wait Time

Wait time for the call

Agent Reports

Agent Availability

GROUP FIELD : Agent

Session Time

Total time for the session. A session begins when a login or add event is found (session start), and ends wthen the logoff or remove event is found (session end). If there is no session start or end events in the sample data, then Asternic will ‘compute’ a value, starting a session from the begining of the day, and finishing it at the end of the date.

Pause Time

Total time the agent was in paused state.

Talk Time

Total talk time for the agent. Take into account that Asterisk does not deduct held times from this. If an agent answers a call and puts a caller on hold for 1 minute, that minute will still count as talk time.

Idle Time

This is the calculated session time minum the talk time. Any moment the agent was in session, but not on the phone will count as idle time.

% Session Time

Percentage of session time taking into account the universe of other agents in the same report.

Calls

Number of Calls taken by that agent

Fails

Fails counts the number of RINGNOANSWER events in the queue_log file (when an agent phone rings but fails to answer the call, so it goes to next agent).

AHT

AHT is Average Handling Time: average for talk time + wrap up time (wrap up time must be configured in setup/preferences with keyword ‘wrap_up’). Value is expressed in seconds.

RINGCANCEL

RINGCANCEL is when the RINGNOANSWER events comes before the configured ring time per agent, meaning that the agent rejected the call in his phone. For this to work you must setup the ring time in setup/preference via keyword ‘ringnoanswer_timeout_ms’ (specified in milliseconds, like 15000 for 15 seconds).

Agent Session and Pause Durations

GROUP FIELD : Agent

Sessions

Avg. Session

Pauses

Avg. Paused

% Paused

Pauses per Session

–

Pause Detail

Agent

Pauses

Time

Call Disposition by Agent

Agent

Complete by Caller

Complete by Agent

Transfer

Failed to Answer Call

Full Agent Report

Date

Queue

Agent

Event

Time

Transfers

Asterisk has issues detecting transfers for queue delivered calls. So, depending on your Asterisk version, the way your queue members are configured and the way they perform the transfer, then you might have TRANSFER events logged into the queue_log file or not.

Unfortunately, the most common case is that you won’t have those events logged. As such, if they are not logged, then transfer counts in Asternic will be empty/at zero.

If you have queue members of type ‘Local/xx@yy/n’ then the event TRANSFER is never logged into the queue_log file. By default, FreePBX uses that kind of queue members, hence it does not log those events.

In order for Transfers to be logged, you must use queue members with native devices (like SIP/1234) instead of the proxy Local channel, and you must also perform the transfer using the builtin transfer feature codes and not the transfer button on your phone, as in the later case, the most usual outcome is again a missing TRANSFER event in queue_log.

You can change queue member types in FreePBX by prepending an ‘S’ for SIP before the agent number in the queue configuration. However that change might break some other functionality/features for queue handling, so use it with extra care.