XiVO Call Center Reporting Revamp

Posted on Thu 02 August 2012 in Software by pcadotte

One of the main feature of XiVO 1.2 is the call center reporting.

Motivation

The first draft of this new feature proved to be hard to maintain and slow to generate statistics. Furthermore, the format of the cache (files containing one month of statistics in JSON format) was not easy to exploit and required more work while viewing daily statistics that would use raw data instead of the pre generated cache for speed reasons.

statistic_queue.png

To fix the problems we had with this first version, we decided to rewrite the cache generation that is not dependent on statistic configuration, avoiding the need to regenerate the cache every time a configuration is changed.

The new cache format uses tables in the asterisk database to store pre-analyzed data. These tables contains call related information (table stat_call_on_queue) and statistic for each hours of statistic (stat_queue_periodic).

This new format make it a lot faster to generate the cache and easier to generate tables and graphics in the web interface. Using an hour as the base time for an entry also fix the problem of overlapping time range that we had to solve with month based cache, where a week could start in month n and end in month n + 1.

Difference from the first version for the user

The cache is only generated for complete hours. This means that if you generate the cache at 12h15 the cache will end at 11h59 and the next time the cache is generated, it will start at 12h00. The cache is also continuously generated (once a day) and since the cache is independent of the configuration, it does not have to be generated each time a change is made to the configuration.

The way to generate the cache manually at this moment is to run xivo-stat fill_db from the command line on the XiVO. The generate cache option of the web interface will run this action when the old cache won't be required anymore.

What is done

Currently (version 12.14) all queue counters are now computed using the new cache. Some errors are still shown on some page that we could not port to the new system in time but most should be fixed in the next version.

We are also working on the first agent counter that should be available in version (12.15) and all other agents counters should be added in the next 2 versions.

Some changes to the configuration are to expected when our work will be done with the counters to reflect the new cache generation, but these changes should be minor and all migration will be handled automatically as usual.

Work methodology

A second aspect of this second version that was not present in the first one is that we are also developing tools to generate calls and check the generated statistics to avoid any regressions in future versions. This process has been more time consuming than developing the counters themselves but is a step to better test automation for XiVO.

Documentation

The documentation for call center statistics is availablehere.

The code

xivo-stat is available at git://git.xivo.io/official/xivo-stat.git

xivo-callgen is available at git://git.xivo.io/official/xivo-callgen.git