Call Centre Queue Agent Stats

[Incred]

In the active call centre I see the stats for calls answered and missed and I expect these values will reset when an agent logs out and back in again.

As the reception staff have no need to log out and back again these stats appear to simply accumulate and become less meaningful over time.

Is there a way to reset these stats daily so that the stats only display the current day's values?

 

[agree]

You will need to reset them by directly updating the call center database. You can have a cron job to do it daily.

 

[Incred]

Thank you, are there docs or guides on how to do this?

 

[agree]

Install the sqlite3 client and add the following line to your crontab.

0 1 * * *     sqlite3 /var/lib/freeswitch/db/callcenter.db "update agents set no_answer_count = 0, calls_answered = 0, last_status_change = strftime('\%s','now');"

Note: The %s is escaped for cron. You'll need to remove the backslash to run it in a shell.

 

[Incred]

Thank you! Is this how others manage these counters or is there another way? I just cannot image the staff logging out of their phones every day after work before they go home.

 

[agree]

Thank you! Is this how others manage these counters or is there another way? I just cannot image the staff logging out of their phones every day after work before they go home.

Yes, this is the only way how to reset the stats. mod_callcenter doesn't give any other way to do so.

 

[Incred]

Excellent and thank you, sqlite3 was already installed as part of the std fusion install so that was good.

Any reason you run the cron job at 1 am and not midnight? Not that it makes a difference, just curious.