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On this page, you can find documentation about x-caracal–the Wildix ACD Stats that provides you with all the data you need to stay in control of your business. Created: March 2021 Permalink: https://confluence.wildix.com/x/FAEzBQ |
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Datasheet
x-caracal - Care for and control the performance of your sales team
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| name | x-caracal datasheet.pdf | height | 400
Introduction
x-caracal is the light, agile and effective ACD stats solution that provides you with all the data you need to stay in control of your business. ACD stats enable businesses to measure their sales performance, improve the customer service levels, and take data-driven decisions.
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By default, Call groups (Queues) are displayed like IDs, without their actual name. This menu allows creating aliases for Queues and also group several Queues and the same alias.
Report Designer
This menu allows you to add, modify or delete report column names. You can find the explanation of all available parameters under the table.
For example, you can change the format used for displaying a cell value in the answered reports.
Schedules/ Alerts
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The support for this menu is coming soon. |
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When a call enters the system, it generates several events indicating its status. Below you can find the list of common events:
Event | Description |
| ABANDON | The caller hung up before being answered |
COMPLETEAGENT | The caller was connected to an agent, and the call was terminated normally by the agent |
| COMPLETECALLER | The caller was connected to an agent, and the call was terminated normally by the caller. |
| CONNECT | The caller was connected to an agent |
ENTERQUEUE | A call has entered the queue |
EXITEMPTY | The caller was forcefully removed from the queue because there were no available agents and the queue was configured to do so. |
EXITWITHTIMEOUT | The caller was removed from the queue because max. waiting time in the queue was reached |
RINGNOANSWER | The call was offered to the agent but it was not answered |
TRANSFER | Caller was answered by an agent and subsequently was transferred to a different extension |
Search
Search helps you quickly locate records you are interested in. You can apply several filters at the same time.
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- Queue: Queue name/ ID. Click + to view in detail the calls included in this row
- Total: the total number of not connected calls for Queue
- Abandoned: number of abandoned calls (user hung up)
- Unanswered: number of unanswered calls (means a call existed the queue without the user hanging up, like timeouts or DTMF interactions)
- % Calls: percentage of calls against the total number of unanswered calls
Unanswered Calls Detail
This report shows detailed unanswered calls, one by one.
- Date: date and time for the call. Click + to view complete details of every call
- Queue: Queue involved in the call
- Number: Caller ID received for this call
- Event: last event for the call, see Events
- Start Position: position in which this call arrived into the queue.
- End Position: position in which this call was disconnected
- Wait Time: time Caller was waiting in the queue
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