Daily Usage, TSAPI

CallAban and Splunk

I implemented a TCP connector module between CallAban and Splunk. It allows me to analysis call center traffic in a systematic way. Also, it allows me to identify problems much easier and faster than before. Currently, I use it in the following areas:

  • Trace a call from its beginning to ending. For example, a call firstly handled by IVR, then handled by an agent
  • Identify the most frequent customers of your call center
  • Identify the agent who disconnects customer call first
  • Identify the agent who creates short duration calls within the center
  • Analysis of abandon calls. For example, to identify which vdn, split, customer number related to abandon calls
  • Analysis of short duration calls. For example, to identify which vdn, split, customer number related to short duration calls
  • Creates reports and dashboards

You can download latest version of CallAban here. Configuration is simple and only has few steps:

Create new index in Splunk

newindex

Define TCP data input

selecttcp

tcpsource

Configure CallAban to send call data to Splunk

callabanconsole

 Search 

callaban

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