astricon 2009 - contact center analytics - open source reporting practical examples
DESCRIPTION
One of the most powerful ways to deliver ROI and deliver actionable business intelligence to end-users is by leveraging Asterisk's queue and call detail logging. Whether using a turn-key package like Queuemetrics to provide basic statistics and visibility, or developing full-blown cross-platform custom reports using Jasper Reports--this can take your next Asterisk deployment to the next level.Session will include:- Common analytics requests and solutions.- Discussion of turn-key reporting packages. - Case studies and reporting examples.- Ground up analysis of a Jasper Report Server solution. ** Note: This presentation was given at Astricon 2009 in Phoenix, AZ.TRANSCRIPT
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Corey S. McFadden, Managing Partner – Infradaptwww.infradapt.com – 800-394-2301
Astricon 2009
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Introduction
• Enterprise VoIP & Contact Center Solutions
• IT Infrastructure Outsourcing & Management
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
• Personal call center operations experience.
• Numerous professional contact center deployments.
About Infradapt – The Adaptive Infrastructure Company:
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About Infradapt
“Lead The Managed Services Revolution”
“We are living in the midst of a shift in how businesses deal with information. … It’s no surprise to Philadelphia-based Infradapt, a services provider that manages complete IT infrastructures for its customers. …Services providers, such as Infradapt, are coming up with creative ways to eliminate the burdens associated with IT — allowing businesses to redirect their resources towards achieving business goals.”
Business Solutions, July 2007 Written by: Chris Loringer
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
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Infradapt’s Customers
• Banks• Healthcare• Pharma• Universities• Financial Services• Manufacturing• Aerospace• Call Center Outsourcers
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
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Agenda
• CDR vs. Contact Center Analytics?
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
• Typical Analytics Requests
• “Off the shelf” Reporting Solutions
• Custom Analytics
• Jasper Reports How-To
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CDR / Analytics
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
CDR
Complexity
Cost
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CDR vs. Contact Center Analytics
• CDR
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
• “Call accounting” is the primary aim.
• Calls by source, destination, trunk
• User accountability, tracking…
• Accounting codes can be used to capture additional detail.
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CDR Data
• http://www.areski.net/asterisk-stat-v2/
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
• Most popular Asterisk CDR reporting tool.
• Free and customizable.
• Enough data for some customers.
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CDR Data: Productivity Reporting
• Agents measured by calls placed
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
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CDR Data: Staff Optimization
• Call volume by day of the week.
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
Monday morning!
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CDR Data: Capacity Planning
• Determine busy day and hour.
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
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CDR Data: Capacity Planning
• Busy hour load is 44 call paths.
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
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CDR Data Summary
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
• Painful for generating repetitive reports.
• Not good at illustrating call outcomes.
• Enough data for some customers.
• Who is hanging up when/why?
• Which agent has the most sales/refusals?
• 80/20 for SMB
• Not a true productivity measure.
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CDR / Analytics
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
CDR
Contact Center Analytics Package
Complexity
Cost
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Contact Center Analytics
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
• “Off the shelf” Analytics Packages
• QueueMetrics
• Asternic• Free “Lite” Version
• License: ~$500 USD
• Mature statistics package
• License: ~$850 USD (600 EUR) to $5,000+ USD
• New offering from the creator of the Asterisk Flash Panel.
• www.asternic.biz
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QueueMetrics - Analytics
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
• QueueMetrics Advantages• Mature and comprehensive.
• Re-brandable
• Good documentation and support.
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QueueMetrics - Analytics
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
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QueueMetrics - Analytics
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
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QueueMetrics - Analytics
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
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QueueMetrics - Analytics
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
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QueueMetrics - Analytics
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
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Contact Center Analytics
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
• “Off the shelf” Analytics Packages
• QueueMetrics• Mature statistics package
• License: ~xxxx
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Asternic – Analytics
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
• Asternic Advantages• Not Java…
• Easy to use.
• Lower license cost.
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Asternic – Analytics
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
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Asternic – Analytics
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
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CDR / Analytics
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
CDR
Contact Center Analytics Package
Custom Analytics
Complexity
Cost
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Custom Analytics
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
• “Off the shelf” vs. Custom Analytics...
• “Connecting the dots…”
• Crystal Reports / Jasper Reports
• 80/20 Rule
• QueueMetrics / Asternic provide good data.
• Data synthesis from multiple sources and applications.
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Jasper Reports Introduction
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
• Jasper Product Overview
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iReport - Interface
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
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iReport – Report Architecture
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
• Query
• Report Bands• Title• Page Header• Column Header• Detail 1• Column Footer• Page Footer• Last Page Footer• Summary• No Data• Background
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iReport – Report Architecture
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
• Sub-Reports
Main Report
Sub-Report
Sub-Report
Sub-Report
Sub-Report
Sub-Report
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iReport – Report Example
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
• Our example:A daily report to show calls to/from eachextension, including total calls per extension.
Daily Calls Report
Extension xxxdate, time, call details
Total Calls for extension xxx: xx
[repeat]
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iReport – Report Example
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
• Asterisk ‘cdr’ table structure
+-------------+--------------+------+-----+---------------------+----------------+| Field | Type | Null | Key | Default | Extra |+-------------+--------------+------+-----+---------------------+----------------+| uniqueid | int(11) | NO | PRI | NULL | auto_increment || userfield | varchar(255) | NO | | | || accountcode | varchar(20) | NO | | | || src | varchar(80) | NO | | | || dst | varchar(80) | NO | | | || dcontext | varchar(80) | NO | | | || clid | varchar(80) | NO | | | || channel | varchar(80) | NO | | | || dstchannel | varchar(80) | NO | | | || lastapp | varchar(80) | NO | | | || lastdata | varchar(80) | NO | | | || calldate | datetime | NO | | 0000-00-00 00:00:00 | || duration | int(11) | NO | | 0 | || billsec | int(11) | NO | | 0 | || disposition | varchar(45) | NO | | | || amaflags | int(11) | NO | | 0 | |+-------------+--------------+------+-----+---------------------+----------------+
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iReport – Report Example
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
• Our Query
SELECT src, dst, clid, calldate, duration, time(calldate) as calltime, IF(LENGTH(dst)=3,dst,src) AS extensionFROM cdr WHERE date(calldate) = $P{reportdate} AND (length(src) = 3 or length(dst) = 3)ORDER BY extension, calldate;
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iReport – Report Example
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
• Our Report
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iReport – Report Example
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
Title Band
Group Header
Group Details
Group Footer
Page Footer
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iReport – Report Example
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
• Our Report (behind the scenes - JRXML)
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iReport – Report Example
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
• Our Report!
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Jasper Reports – More Examples
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
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Jasper Reports – More Examples
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
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Jasper Reports – More Examples
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
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Jasper Reports – Next Steps
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301
• Jasper Server
• Ad hoc reports
• Automated Reports (Daily, Weekly, Monthly, Scheduled)
• Multiple Output Formats (PDF, HTML, XLS, RTF, etc)
• Community and Professional Versions
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Conclusion
• E-mail to request presentation and examples.
Contact Center Analytics – Astricon October 2009www.infradapt.com – 800-394-2301