Corey S. McFadden, Managing Partner Corey S. McFadden ... · Jasper Reports Jasper Reports ––...
Transcript of Corey S. McFadden, Managing Partner Corey S. McFadden ... · Jasper Reports Jasper Reports ––...
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Corey S. McFadden, Managing Partner Corey S. McFadden, Managing Partner –– InfradaptInfradaptwww.infradapt.com www.infradapt.com –– 800800--394394--23012301
Astricon 2009Astricon 2009
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IntroductionIntroductionIntroductionIntroduction
P l ll t ti i• Personal call center operations experience.
• Numerous professional contact center deployments.
About Infradapt – The Adaptive Infrastructure Company:
• Enterprise VoIP & Contact Center Solutions
• IT Infrastructure Outsourcing & Management• IT Infrastructure Outsourcing & Management
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About InfradaptAbout InfradaptAbout InfradaptAbout 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.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 resourcesIT — allowing businesses to redirect their resources towards achieving business goals.”
Business Solutions, July 2007 Written by: Chris Loringer
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Infradapt’s CustomersInfradapt’s CustomersInfradapt s CustomersInfradapt s Customers
• Banks• Healthcare• Pharma• Pharma• Universities• Financial ServicesFinancial Services• Manufacturing• Aerospace• Call Center Outsourcers
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AgendaAgenda
• CDR vs. Contact Center Analytics?
• Typical Analytics RequestsTypical Analytics Requests
• “Off the shelf” Reporting Solutions
• Custom Analytics
• Jasper Reports How To• Jasper Reports How-To
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CDR / AnalyticsCDR / AnalyticsCo
st
CDR
Complexity
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CDR vs. Contact Center AnalyticsCDR vs. Contact Center Analytics
• CDR• “Call accounting” is the primary aim.g p y
• Calls by source, destination, trunk
• User accountability trackingUser accountability, tracking…
• Accounting codes can be used to capture additional detail.
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CDR DataCDR Data
• http://www.areski.net/asterisk-stat-v2/
• Most popular Asterisk CDR reporting tool.
• Free and customizableFree and customizable.
• Enough data for some customers.
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CDR Data: Productivity ReportingCDR Data: Productivity Reporting• Agents measured by calls placed
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CDR Data: Staff OptimizationCDR Data: Staff Optimization• Call volume by day of the week.
Monday morning!
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CDR Data: Capacity PlanningCDR Data: Capacity Planning• Determine busy day and hour.
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CDR Data: Capacity PlanningCDR Data: Capacity Planning• Busy hour load is
44 call paths.
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CDR Data SummaryCDR Data Summary
• Enough data for some customers. • 80/20 for SMB
• Painful for generating repetitive reports.
• Not good at illustrating call outcomes.Who is hanging up when/why?• Who is hanging up when/why?
• Which agent has the most sales/refusals?
• Not a true productivity measure.
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CDR / AnalyticsCDR / AnalyticsCo
st
Contact Center Analytics Package
CDR
Complexity
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Contact Center AnalyticsContact Center Analytics
• “Off the shelf” Analytics Packages
• QueueMetrics• Mature statistics package
A t i
• License: ~$850 USD (600 EUR) to $5,000+ USD
• Asternic• Free “Lite” Version
New offering from the creator of the Asterisk Flash Panel• License: ~$500 USD• New offering from the creator of the Asterisk Flash Panel.
• www asternic biz
Contact Center Analytics Contact Center Analytics –– Astricon October 2009Astricon October 2009www.infradapt.com www.infradapt.com –– 800800--394394--23012301
www.asternic.biz
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QueueMetricsQueueMetrics -- AnalyticsAnalytics
• QueueMetrics Advantages• Mature and comprehensiveMature and comprehensive.
• Re-brandable• Good documentation and support.Good docu e a o a d suppo
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QueueMetricsQueueMetrics -- AnalyticsAnalytics
Contact Center Analytics Contact Center Analytics –– Astricon October 2009Astricon October 2009www.infradapt.com www.infradapt.com –– 800800--394394--23012301
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QueueMetricsQueueMetrics -- AnalyticsAnalytics
Contact Center Analytics Contact Center Analytics –– Astricon October 2009Astricon October 2009www.infradapt.com www.infradapt.com –– 800800--394394--23012301
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QueueMetricsQueueMetrics -- AnalyticsAnalytics
Contact Center Analytics Contact Center Analytics –– Astricon October 2009Astricon October 2009www.infradapt.com www.infradapt.com –– 800800--394394--23012301
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QueueMetricsQueueMetrics -- AnalyticsAnalytics
Contact Center Analytics Contact Center Analytics –– Astricon October 2009Astricon October 2009www.infradapt.com www.infradapt.com –– 800800--394394--23012301
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QueueMetricsQueueMetrics -- AnalyticsAnalytics
Contact Center Analytics Contact Center Analytics –– Astricon October 2009Astricon October 2009www.infradapt.com www.infradapt.com –– 800800--394394--23012301
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Contact Center AnalyticsContact Center Analytics
• “Off the shelf” Analytics Packages
• QueueMetrics• Mature statistics package
• License: ~$750 USD +
Contact Center Analytics Contact Center Analytics –– Astricon October 2009Astricon October 2009www.infradapt.com www.infradapt.com –– 800800--394394--23012301
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AsternicAsternic –– AnalyticsAnalytics
• Asternic AdvantagesN t J• Not Java…
• Easy to use• Lower license cost.• Easy to use.
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AsternicAsternic –– AnalyticsAnalytics
Contact Center Analytics Contact Center Analytics –– Astricon October 2009Astricon October 2009www.infradapt.com www.infradapt.com –– 800800--394394--23012301
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AsternicAsternic –– AnalyticsAnalytics
Contact Center Analytics Contact Center Analytics –– Astricon October 2009Astricon October 2009www.infradapt.com www.infradapt.com –– 800800--394394--23012301
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CDR / AnalyticsCDR / Analytics
Custom Analytics
Cost
Contact Center Analytics Package
CDR
Complexity
Contact Center Analytics Contact Center Analytics –– Astricon October 2009Astricon October 2009www.infradapt.com www.infradapt.com –– 800800--394394--23012301
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Custom AnalyticsCustom Analytics
• “Off the shelf” vs. Custom Analytics...• 80/20 Rule
• QueueMetrics / Asternic provide good data.
• “Connecting the dots…”• Data synthesis from multiple sources and applications.
• Crystal Reports / Jasper Reports
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Jasper Reports IntroductionJasper Reports Introduction
• Jasper Product Overview
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iReportiReport -- InterfaceInterface
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iReportiReport –– Report ArchitectureReport Architecture
• Query• Report BandsReport Bands
• Title• Page Header• Column HeaderColumn Header• Detail 1• Column Footer• Page Footer• Page Footer• Last Page Footer• Summary• No Data• No Data• Background
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iReportiReport –– Report ArchitectureReport Architecture• Sub-Reports
Main Reportp
Sub‐Report
Sub‐Report
Sub‐Report
Sub‐Report
Sub‐Report
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iReportiReport –– Report ExampleReport Example
• 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][repeat]
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iReportiReport –– Report ExampleReport Example• 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 | | | |
+-------------+--------------+------+-----+---------------------+----------------+| Field | Type | Null | Key | Default | Extra |+-------------+--------------+------+-----+---------------------+----------------+| uniqueid | int(11) | NO | PRI | NULL | auto_increment || userfield | varchar(255) | NO | | | || accountcode | varchar(20) | 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 | | | |
| 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 | |
| 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 | || billsec | int(11) | NO | | 0 | || disposition | varchar(45) | NO | | | || amaflags | int(11) | NO | | 0 | |+-------------+--------------+------+-----+---------------------+----------------+
| billsec | int(11) | NO | | 0 | || disposition | varchar(45) | NO | | | || amaflags | int(11) | NO | | 0 | |+-------------+--------------+------+-----+---------------------+----------------+
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iReportiReport –– Report ExampleReport Example• Our Query
SELECTSELECTsrc,dst,clid,calldate,duration,time(calldate) as calltime,IF(LENGTH(dst)=3,dst,src) AS extensionIF(LENGTH(dst) 3,dst,src) AS extension
FROM cdr WHEREdate(calldate) = $P{reportdate}AND (length(src) = 3 or length(dst) = 3)
ORDER BY t i lld tORDER BY extension, calldate;
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iReportiReport –– Report ExampleReport Example• Our Report
Contact Center Analytics Contact Center Analytics –– Astricon October 2009Astricon October 2009www.infradapt.com www.infradapt.com –– 800800--394394--23012301
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iReportiReport –– Report ExampleReport Example
Titl B dTitle Band
Group Header
Group Details
Group Footer
Page Footer
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iReportiReport –– Report ExampleReport Example• Our Report (behind the scenes - JRXML)
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iReportiReport –– Report ExampleReport Example• Our Report!
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Jasper Reports Jasper Reports –– More ExamplesMore Examples
Contact Center Analytics Contact Center Analytics –– Astricon October 2009Astricon October 2009www.infradapt.com www.infradapt.com –– 800800--394394--23012301
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Jasper Reports Jasper Reports –– More ExamplesMore Examples
Contact Center Analytics Contact Center Analytics –– Astricon October 2009Astricon October 2009www.infradapt.com www.infradapt.com –– 800800--394394--23012301
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Jasper Reports Jasper Reports –– More ExamplesMore Examples
Contact Center Analytics Contact Center Analytics –– Astricon October 2009Astricon October 2009www.infradapt.com www.infradapt.com –– 800800--394394--23012301
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Jasper Reports Jasper Reports –– Next StepsNext Steps
• Jasper Server• Ad hoc reportsAd hoc reports
• Automated Reports (Daily, Weekly, Monthly, Scheduled)
• Multiple Output Formats (PDF HTML XLS RTF etc)• Multiple Output Formats (PDF, HTML, XLS, RTF, etc)
• Community and Professional Versions
Contact Center Analytics Contact Center Analytics –– Astricon October 2009Astricon October 2009www.infradapt.com www.infradapt.com –– 800800--394394--23012301
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ConclusionConclusion
• E-mail to request presentation and examples.
Contact Center Analytics Contact Center Analytics –– Astricon October 2009Astricon October 2009www.infradapt.com www.infradapt.com –– 800800--394394--23012301