Queue Log Analyzer

Forums

I have a customer who is after a queue log analyzer. They want to know stats such as:

* Calls abandoned
* Average wait time
* Who answers what calls, and the amount of time agents take to answer calls
* Call load distribution by time

Is anyone aware of a good stats package to implement this?

Submitted by eeman on Tue, 08/12/2008 Permalink

theres only one, its a bit of an eyesore but a complete package. Queuemetrics.

Submitted by andrewyager on Wed, 08/13/2008 Permalink

It's got a nice price tag too. How do some of the open source implementations of queue stats cut it?

Submitted by jsturtevant on Sat, 08/16/2008 Permalink

I have resold and like queuemetrics.

I also noticed Nicolas (of FOP) has posted http://www.asternic.org/stats/, I haven't tried yet, but will be trying soon.

Submitted by amagurie on Sat, 08/16/2008 Permalink

We use Asternic and love it.

There is a free version which is good, we brought the commerical version for the realtime capabilities which isn't expensive.

Submitted by moshe on Sun, 07/05/2009 Permalink

is Asternic good in a MTE environment ?

Submitted by moshe on Sun, 10/25/2009 Permalink

i just bumped into i9 Isymphony web page Feature Comparison add as NEW a feature real time queue stats

i just want to check if any is using in MTE and how it is?

any feed back is appreciated