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 (day, hour).
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 towards 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, unique id, etc.
Realtime Tab
It will show your queues and agents real time state. It will refresh every few seconds.
Distribution Reports Description
Distribution reports show all received queue calls: answered, unanswered, abandoned 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 within that Queue. Expressed in units.
Transferred
Calls transferred within that Queue. Expressed in units.
Logins
Agent Logins within that Queue. Expressed in units.
Logoff
Agent Logoff within 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
Percentage of answered calls. Expressed in percent.
% Unansw
Percentage 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:
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 witin that Week. Expressed in units.
Transferred
Calls transferred within that Week. Expressed in units.
Logins
Agent Logins within that Week. Expressed in units.
Logoff
Agent Logoff within 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
Percentage of answered calls. Expressed in percent.
% Unansw
Percentage 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:
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 within that Day. Expressed in units.
Transferred
Calls transferred within that Day. Expressed in units.
Logins
Agent Logins within that Day. Expressed in units.
Logoff
Agent Logoff whithin 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
Percentage of answered calls. Expressed in percent.
% Unansw
Percentage 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:
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
Percentage of answered calls. Expressed in percent.
% Unansw
Percentage 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:
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
Percentage of answered calls. Expressed in percent.
% Unansw
Percentage 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:
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 orig position is the original position the caller was when they first entered the queue, and the wait time 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
orig position.
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.
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 Description
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.
%
Percentage 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 maximum 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 Description
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 Report Description
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
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