How to remove agents or queues from Reports
Asternic Call Center Stats is a reporting application. As such, anything that gets logged as activity for your queues will have its place on the reports, and it will stay there for historic reasons. That means that you can have an agent today taking calls, but that agent might be gone next month. However, that agent and all data associated will remain in the reports even when the agent is not part of your organization anymore.
Keeping that data is important, so Asternic won’t remove agents or queues even if you remove them from your sytem.
However, there are times that you might want to just remove those entries from your system, as that information might not be considered important anymore, or you do not need to have them for historic reasons.
Since Asternic version 2.3.0 you can disable agents from all reports/interfaces by going to Setup => Agents via web GUI. You will see the list of agents, and a switch to enable/disable it.
Any agent that is disabled won’t be available for selection nor present in any reports.
For previous Asternic versions, or if you want to remove the agent completely, you must edit Asternic database tables by hand.
It is not too complicated to do, but requires access to a MySQL client. Here is an example on how to do it using the command line MySQL client.
Suppose you want to remove agent named “John Doe”. You no longer want that agent to be visible in the Agents select box on the Home tab from Asternic, and you do not care about calls that might have been taken by him. In order to remove it run this command:
mysql -u qstatsUser -pqstatsPassw0rd qstats -e "DELETE FROM qagent WHERE agent='John Doe'"
That will effectively remove John Doe from the list of available agents on Asternic reports.
For removing queues, the process is similar, but on a different table:
mysql -u qstatsUser -pqstatsPassw0rd qstats -e "DELETE FROM qname WHERE queue='Default'"