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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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Introduction
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Reports are divided into 5 groups:
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Distribution Summary presents the parameters set in Filter (see Filter x-caracal documentation#Filter).
Totals Calls report shows the overall number of calls per selected Queues.
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- Date: date and time when a call is connected to Agent or the call entered Queue (in case it was not answered). Click + to view the individual call details and its flow from the moment the call arrived into the queue until hung up
- Queue: Queue name/ ID the call arrived to
- Agent: Agent that answers the call. Blank if not answered
- Number: caller ID received for the call
- Event: Last event for the call. See Events x-caracal documentation#Events
- Wait time: time the call is waiting in Queue
- Talk time: time the call is connected to Agent
- Actions: N/A
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Answered Calls Summary presents the parameters set in Filter x-caracal documentation#Filter.
Total Answered Calls report shows the total number of answered calls, the average time Agents spent on those calls, the average waiting time for all calls etc.
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- Date: date and time for the call. Click + to view complete details of every call
- Queue: Queue involved in the call
- Agent: Agent that answered the call
- Number: Caller OD received for this call
- Event: Last event for the call, see Events x-caracal documentation#Events
- Ring Time: time the call was ringing to Agent
- Wait Time: time Caller waiting in the queue to be answered
- Talk Time : time the call was connected to Agent
- Actions: NA
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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 x-caracal documentation#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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Agent Summary presents the parameters set in Filter x-caracal documentation#Filter.
Agent Totals shows the total number of Agents per selected Queues.
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- Date: date and time for the event
- Queue: Queue for the event
- Agent: Agent related to the event
- Event: see Events x-caracal documentation#Events explanation
- Data: Caller ID for applicable events
- Duration: duration for applicable events
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