How to track the time spent by the client in the queue until the call is answered by the operator?

Question

PHP

Good afternoon!

Has anyone encountered the task of tracking the time that elapses between the moment a call enters the queue and the moment the operator answers this call?
Roughly speaking, you need a php script that listens to the "air" through AMI and monitors these events.
At the same time, there are a number of threshold values, for example, 6 seconds, 30 seconds, 45 seconds and 60 seconds, upon reaching which the script must record this event - send a letter to the person in charge, or write information to the database like "Wait time exceeded 6 ... .30....45....60 seconds.".

If someone has seen similar scripts, then throw off the link, I'll try to figure it out and finalize it.

Thank you.

Answer 1

This does not require an AMI. The Queue command has parameters macro and gosub, which indicate, respectively, the macro and subroutine called at the moment the operator connects to the subscriber. We just save the time the client was placed in the queue, and when connecting, we calculate the time spent in the queue.

...
same => n,Set(__start=${EPOCH})
same => n,Queue(callcenter,CcRt,,,,,,queue-connected)
...
[queue-connected]
exten => s,1,Set(inQueueTime=$[${EPOCH}-${start}])
...

You can then call the script via System or directly write data to the database via ODBC.

Answer 2

I know of only one source for such Queue Log data . This log can be written not only to a file, but also, for example, to a database. By analyzing this log, you can get the parameters you are interested in.
An example of code with similar analytics can be this panel
https://github.com/revall/queue-stats