As shown above, QM lets you see the very detail of calls handled by Asterisk.
For each answered call, the following information is shown:
- Date and time for the call;
- The Caller-ID, if available (the Caller-ID format may differ according to your local Telco - in some countries it include the full name of the caller, in others it might be a number and in others it may be unavailable at all);
- The queue that handled the call;
- The total waiting time before the agent was connected;
- The duration of the call, talking to an agent;
- The initial position of the call
- The cause of disconnection;
- Which agent or terminal handled the call.
- How many agent attempts were made before this call was answered
- The call completion code your agents entered
- How many stints make up this call
- The server that handled this call (in the case of clusters)
Optionally other information could be shown:
- The asterisk unique ID associated to each call
- An icon that opens a new web page with an URL user customizable (useful for proprietary CRM integrations). To enable these two columns, the keys default.crmapp and default.showAstClid have to be correctly set. Please read Section 21.16, “Configuring system preferences” and Appendix D, System preferences for further details.
It is possible to sort the table for each title, in either descending and ascending order. To do this, click once on the desired title for descending sort, and twice for ascending sort. Once the table is sorted, an arrow symbol will appear close to the title, so you know on which column it was sorted last. As the sorting is done on the client machine, it may take a while with very large tables.
If you click on the small icon on the right, it will be possible to see the details of the call, including:
- Asterisk’s internal Call-ID code
- The call date and time
- The caller-id (if any)
- The agent handling the call
- The call duration
- The wait time
- The disconnection cause
- The extension the call was transferred to
- The URL that was linked to this call through the Queue() command, if any
- The call status code
- The server that handled this call
- The sound files (one or more) that were recorded for this call (see below).
If the call is ongoing and you have the special grants to do so, a red scissor icon might appear next to the call status to allow for brute-force call closure. See the section Section 24.14, “Closing ongoing calls” for further details.
The call may also display:
- a set of call events. They are currently tracking IVR traversal events, failed call attempts and music-on-hold events.
- a set of tags
- a link to the QA form(s) for that call
Clicking on the button with three dots near to a call opens a detail popup, like the one below:
For each call, the recorded pieces of information are shown.
If the call was monitored, i.e. recorded to disk, a number of sound files may be shown. By clicking on a sound file you can listen to it straight from your browser.
Please note that:
- The recorded file name must contain the Asterisk Call ID for QM to relate it to the call - see Section 24.3, “Listening to recorded calls using QM” for tips on how to configure Asterisk correctly to implement this feature;
- The audio storage on the Asterisk server must be readable by the servlet container;
- You must have the correct sound codecs to listen to the sound file on your PC. WAV files usually work out of the box but are comparatively quite big, while GSM files require an additional codec pack on most Windows machines but consume disk storage much more efficiently. The best compromise is usually to use the WAV49 format on Asterisk, that is played natively by Windows machines but has a compression and sound quality comparable to the GSM format
- Asterisk will usually record two different sound files - one for the caller and the other for the agent and will then mix them together at the end of the call. If this does not happen automatically, you might find two different sound files, named "-in" and "-out", each of which contains the voice of one of the parties. If your call is a multi-stint call, you may find a number of different sound files for it.
- It is possible to use different PMs to handle different audio needs - see Section 22, “Listening to calls using Pluggable Modules (PM)”.
- If generated by Asterisk, QueueMetrics can display a variety of other file type call attachments, ie. calls that are shown with a file extension that is not necessarily a sound file (image, video, audio, text or application files)
- For each call it is possible to add Tags which can be created (using the security key: CALLMONITOR_ADDTAGS) and deleted (using the security key: CALLMONITOR_DELTAGS), as required, in order to keep a note regarding that specific call, as in the example below:
The unanswered calls detail is quite similar to that of answered calls.
The following data are shown:
- Date and time of the lost call;
- The Agent that placed the call (if it’s outbound) or blank if inbound;
- Caller-ID;
- Queue that handled the call;
- Disconnection cause;
- Position at disconnection, if available;
- Waiting time before disconnection, if available;
- The initial position of the call when it joined the queue, if available;
- The number of Agent attempts made before disconnection;
- The call code, if entered (this might be added automatically, e.g. by outbound diallers marking unsuccessful attempts as "unanswered" versus "fax" or "voicemail")
- The key pressed on disconnection (if any)
- The number of stints this call has
- The server that handled the call
Optionally other information could be shown:
- The asterisk unique ID associated to each call
- An icon that opens a new web page with an URL user customizable (useful for proprietary CRM integrations). To enable these two columns, the keys default.crmapp and default.showAstClid have to be correctly set. Please read Section 21.16, “Configuring system preferences” and Appendix D, System preferences for further details.
Please note that on a queue timeout, Asterisk will not report the waiting time, as it is fixed and same as the queue timeout.
It is possible to sort the table for each column, in either descending and ascending order. To do this, click once on the desired title for descending sort, and twice for ascending sort. Once the table is sorted, an arrow symbol will appear close to the title, so you know on which column it was sorted last. As the sorting is done on the client machine, it may take a while with very large tables.
If the call is ongoing and you have the special grants to do so, a red scissor icon might appear next to the call status to allow for brute-force call closure. See the section Section 24.14, “Closing ongoing calls” for further details.
IVR calls, that is calls that were handled without being queued, can be displayed through the pop-up linked to the the section called “OD04 - IVR details (paged)” data block. The contents are very similar to the information displayed for taken or lost calls, though the only information currently tracked are call IVR events, DID and caller-id.