Asternic Call Center Stats

Asternic Call Center Stats is part of a set of reporting tools designed for phone systems based on Asterisk. It offers intuitive web interfaces to generate detailed reports and analyses on call activity and interactions. It is frequently used in various Contact Centers that need to monitor and optimize their communications. In particular, this tool focuses on queue-based Contact Center environments, as well as tracking agent performance, queue load, and call handling efficiency.

Main Features

The main features of Asternic Call Center Stats are:

• Real-time queue monitoring
• Agent login and logout tracking
• Call statistics by:
• Agent
• Queue
• Date/Time
• Call duration
• Service Level Agreement (SLA) monitoring
• Abandoned vs. answered calls
• Customizable reports
• Real-time dashboards and panels
• Report export (PDF, CSV)

Benefits of Use

• It is much more intuitive than raw Asterisk logs or command-line tools.
• Helps with agent performance evaluations, SLA tracking, and billing.
• Easy to install and frequently used with customized Asterisk configurations.

Access in Issabel PBX

To access the reporting window of Asternic Call Center Stats, log in to the PBX and navigate to: Contact Center → Reports. It is also possible to access it via the URL: https://domain_pbx/stats. A login form will be displayed to access the reports.

General Overview

After logging in, a screen is displayed that includes a home tab and a configuration menu. On the home screen, parameters can be set to display data from the sources that will appear in the reports. The parameters to configure are:

• Queues: A list where queues can be included or excluded to show or hide their data in the report.
• Agents: A list where agents can be included or excluded to show their data in the report.
• Dates: Date ranges can be set for the report. Shortcuts are available to assign common ranges such as: the previous day, the current day, the current week, the current month, and the last three months.

Once the corresponding parameters are set, click on the report to display. The estimated time for the data to be displayed may vary depending on the server's computational capabilities, as well as the amount of data and selected date ranges.

Important Considerations

• In the list of available queues and agents, only those that have had interactions (calls, chats, etc.) in the PBX will appear. Other elements that have not had interactions will not be displayed even if they are correctly created and configured in the PBX until they have their first interaction.
• In general, it is recommended to include all elements from the queues and agents lists to avoid unintentionally omitting crucial information (e.g., call overflow, agent transfers).
• By default, the reports available in Asternic Call Center Stats can be generated starting from the month in which the service was installed on the PBX. To include earlier ranges, you must modify the logging settings in the database.

If there is any incorrect or incomplete information, or additional information needs to be generated, please write to isscc@issabel.com