Configuring Asternic to work with the Tag Queue Calls FOP2 Plugin

This is a brief tutorial showing how to setup Asternic Call Center Stats Pro so it can show call tags reports, as set from the FOP2 Tag Queue Calls Plugin. You must be using Asternic Call Center Stats PRO version 2.0.9 in order to get this working.

Opening the Report Designer

In order to show new data, we must open the Report Designer via the Setup menu to add some specific entries:

Adding new entries

Once inside the Designer, click the Add button:

Retrieving new data into the SQL query

We will add a new data field, as such we use the JOIN_TABLE keyboard to get new fields into our report. The parameter value should be set as shown, as the FOP2 plugin will use the info5 field in queue_log ENTERQUEUE events to set the call tag field. Value should be left empty in this case. Once you are done, click the Save button.

This is for Asternic 2.0.9 and 2.1.0

And this is for Asternic 2.1.1

Displaying the new acquired data on reports

In order for the new column that we set up to retrieve via mysql to be shown on reports, we need to tell Asternic about it. Every tab (answered, unanswered, distribution) have their own set of reports and data to show. If you want to display the new Tag column on reports or drill downs, you must add it in each section with the keyword COLUMN_ANSWERED, COLUMN_UNANSWERED and/or COLUMN_DISTRIBUTION. As a call tag is done only on Answered calls, in this case there is no point to add it as COLUMN_UNANSWERED. Fill the fiels exactly as shown. When done click Save.

Repeating the same step but for Distribution reports

You might also want to add the field to distribution detailed reports and drill downs.

What we have so far...

With the above settings, and assuming you already have FOP2 working as an Agent console with the Tag Queue Calls plugin installed and enabled, you should start seeing data in detailed reports or drill down information. Like this:

Answered by Tag Report

Now you might wonder, how many calls were tagged with each Tag? You can create new grouped by reports also, but it requires a little bit of php coding. In your Asternic web root directory (usually /var/www/html/stats), create a file named "answered_calls_by_tag.php". The content is quite simple/small:

Distribution by Tag Report

Now create a file named "distribution_by_tag.php". The content is similar:

Error in image above: at the 5th line : call_distribution($resdis,'HTML','Tag');

Adding the new Answered by Tag report to Asternic

Now that you have your custom .php files in place, is time to tell Asternic to load them up. For the Answered reports, you must open the Designer and search for the keyword "answered_reports". You will notice that the value field has a long list of comma separated .php files to show. You need to add your newly created report 'answered_calls_by_tag.php' into that list, as shown:

Adding the new Distribution by Tag report to Asternic

Same as the previous step, but this time edit the "distribution_reports" keyword in the Designer:

How a group report looks like

After all of that, you will have a new report in Answered and Distribution tabs, showing every configured column in each. It will look like this:

Using the translation tool

As you might have noticed, the report title does not look very pretty. You should use the translation tool to replace the "answered_calls_by_Tag" name with a nicer name, or even change it to your own language. So, from the Asternic menu select Setup/Translations and search for "Tag", results will be similar to the screenshot below.

Changing names with the translation tool

Go ahead and edit the entries and set the translation text to whatever you like/prefer. Finally click the Save button.

Selecting what columns to show in the Group by Tag reports

The default report will show a column for each COLUMN_ANSWERED entry in the report designer. There are lots of columns, and you might want to show only some of them. In order to so, you should add an entry with keyword ANSWERED_DISPLAY_ROWS. This keyword in designer is used to list the columns you want to show on a report, the parameter is the group field for that report. For example, you can set it like this for the new group by Tag report:

End Result

Here is the final report, with less fields being shown. And with a translated title.