UI for Call Queue (queue-view)

[Kyle Haefner]

Hi All,

A pet project I’ve been working on. It uses node.js and gives a view into your queues. Right now it is read-only which is good in that it won’t affect your calls and has very few dependencies. It should work with any freeswitch install, but I have not tried it outside of a SipX configured freeswitch environment.

https://github.com/khaefner/queue-view





Happy Monday!

[Michael Picher]

Wow, that's cool Kyle. It's this something we could build into the install?

Mike

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[Kyle Haefner]

Mike, 

Sure...it's GPLv3.   I haven't tested it in a live scenario yet, I'm waiting until we get 14.04 installed.  

Some other tings I want to do with it....call stats right now do not survive a service restart, node.js has some mongo tie-ins that I think will be perfect for this.   I have to say web sockets are pretty freakin' cool, makes all that stuff I did a decade ago with ajax look archaic.

[Todd Hodgen]

That is awesome Kyle, great job.

 

I used to travel to Denver a lot to work with a system that provided real time call center information for USWest.   This is a great start to metrics.  If you want to add other that might help your call center, average Que Time is one.  Total Queue Time divided by Queue Calls.  

 

What is the CPT?   Assuming red is on call, yellow is available?      Back in the day, our system had all the users on the screen as an ICON.   The ICONs were arranged on the screen in the same design as the desks, so you had a quick overview of your call center.  Each ICON changed color based on available, unavailable, on call, on hold.   If you click on the ICON, it drilled down to their statistics for the day – average call length, number of calls, average hold time, unavailable time, etc.   When a call was in queue, all agents not logged in for a call would turn flashing red, so the supervisor could tap an agent on the shoulder to open up for calls.

 

There is so much you can do with these agent stats.  This is a great start Kyle, thanks for putting this together!

 

Todd R. Hodgen

President / Founder

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http://SIPTelecom.systems

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From: sipxco...@googlegroups.com [mailto:sipxco...@googlegroups.com] On Behalf Of Kyle Haefner
Sent: Monday, March 09, 2015 1:24 PM
To: sipxco...@googlegroups.com
Subject: [sipxcom-users] UI for Call Queue (queue-view)

 

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[Kyle Haefner]

Hi Todd,

Green is available, yellow is receiving, red  in call, orange is busy.  I played around with some animations when a call was transferred from queue to agent, but ended up dropping as it made it cleaner.  CPT is call processing time, it is the amount of time an agent spends talking to a customer.  The next version will have mongo integration as an options so stats can be stored longer term.  

I'd like to also look at what it would take to have a scaled version that could show up in a VVX browser, I think the current VVX browser is webkit based and should be able to handle websockets.

Kyle

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Kyle Haefner, M.S.
Communication Systems Programmer
Colorado State University
Fort Collins, CO
Phone: 970-491-1012
Email:  kyle.h...@colostate.edu

[Dave Kitabjian]

Very cool. To be clear, this is a view into the "Call Queue" feature, not Reach, right?

We could use this. I recently got done troubleshooting why someone's sipXconfig was burning through CPU like no tomorrow. I finally tracked it down to 5 (or more?) users who had the Active Calls page loaded set to 1-second refresh, because they wanted to see who was waiting in the queue! We forced them to back down, but didn't have a good alternative...

Dave

[Joe Micciche]

On 03/09/2015 04:23 PM, Kyle Haefner wrote:
>
>
> <https://lh3.googleusercontent.com/-WOhi6RcI0Co/VP4BOfOfeFI/AAAAAAAAgGM/R0mQKP-B8YA/s1600/queue-view.png>

Kyle, many thanks for making this available! That is a very nice tool
and it makes the call queue feature much more interesting.

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