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On this page, you can find detailed description of the Cloud Analytics (CDR-View 2.0) feature in Collaboration which provides all the information you need to keep on top of your business. Created: July 2023 Updated: September 2023 Permalink: https://wildix.atlassian.net/wiki/x/AYBJDQ |
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Introduction
Same as CDR-View, Analytics tab in Collaboration allows to monitor the call activity of the employees and get reports related to the number of calls, costs, call duration, usage of trunks, etc, as well as analyze the activity of call agents and response groups.
Multimedia name Cloud Analytics_Collaboration.mp4
Requirements
WMS Beta 6.03.20230630.3 or higher
- License: UC-Premium
- ACL rules set in WMS:
- can use analytics: adds display of the Analytics button in Collaboration
- can see analytics: lets to choose which groups data will be available in Analytics reports
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Events sending / data gathering should be enabled in WMS -> PBX -> Features -> Cloud Analytics. It is automatically activated if a PBX or whole WMS Network are running in the Cloud. In case of a standalone Virtual/ Hardware PBX, or if there is a mix of Cloud and Virtual/ Hardware PBXs in a WMS Network, Cloud Analytics should be enabled manually by admin. Documentation: WMS Settings Menu - Admin Guide (Features section).
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Note: If sending of the events was enabled and then disabled, the old data is still stored in the data base. For the old data be removed, a ticket to customer care has to be opened. |
How to access Analytics
To access Analytics, click on the Analytics button at the top of the screen:
View Different Charts
Collaboration Analytics provides the report data in different charts and you can easily navigate between them by choosing the necessary tab:
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- Timeline Column Chart
- Call Distribution Map
Filter Report Data
On the page that opens, you can see a report that displays data according to the filters at the top:
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- Name: enter title for your scheduled report
- Description (optional): provide description if required; the description is included in the body of the email
- Frequency:
- choose the preferred option: Every N minutes / Hourly / Daily / Weekly / Monthly
- select at which time the report should be sent
- choose day for sending the scheduled report
- Select views: select which reports you would like to receive. In case you have saved views (reports with applied filters), they are available here.
Type: choose if you want to receive the report in PDF or CSV
Note Note:
- CSV files are sent only for the visualisations that have tables.
- For PDF, you can turn the toggle on next to Show advanced PDF settings and configure the following options:
- Format: Liveboard or Visualisations
- Layout: Landscape or Portrait
- Select tabs to download: choose if you want to receive all or specific charts only
- Branding: decide if page number should be included
- Footer text: enter text for the footer of the report
- Recipients: you are automatically added as recipient of the report. You can also add other users or groups to send the report to
Click Save to save the scheduled report.
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