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Introduction

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After x-caracal is activated, you can access it at <pbx_domain>.wildixin.com/x-caracal.

Setup Menu 

Access Control

This menu allows you to limit access to different reports and menus for other users.

For example, you can set Answered Calls by duration to be seen only to user/ agent, admin (more about user levels in Users).

Preferences

This menu allows you to add, modify or delete configuration parameters such as language, time formats, decimal places, report time frames, SLA thresholds etc. You can find the explanation of all parameters under the table.

For example, you can change the Number of steps to show in SLA and Abandon Rate reports.

Queue Groups

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 

You can schedule sending of CSV or PDF reports via email. There are several components that must be configured right for this feature to work.

Translations

This menu allows you to customize and add translations for different parameters.

Users

This menu allows you to add users who need access to x-caracal (with consideration of Requirements).

There are 4 different levels to assign to users:

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Reports

Reports are divided into 5 groups:

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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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