Asterisk: queue monitoring in Zabbix

Initial state: Asterisk, a call center, up to 10 operators.

Task: Find calls that were not answered by call-center operators.

Some monitoring tools already existed, but the figures were not trusted because the statistics system showed a very high number of missed calls, and nobody could find that number in the CDR viewer and show it to the call center during the review. This raised doubts.

The dialplan was not formalized, and its settings contained many obsolete remnants.

We decided to start with monitoring: what is actually happening there?

First day of statistics collection:

Average number of calls waiting to enter the queue: 2.54

The customer applied an "administrative measure."

Second day after statistics collection began:

Average number of calls waiting to enter the queue: 0.4

The average number of busy agents (inuse) even decreased, which is strange.