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On this page, you can find documentation about x-bees Analytics which provides all the information you need to keep on top of your business. Other x-bees documentation: x-bees documentation. Created: May 2022 Updated: September 2023 Permalink: https://wildix.atlassian.net/wiki/x/EArOAQ |
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Introduction
x-bees Analytics is an advanced yet easy-to-use analytics tool, which lets you monitor all the data you need to always stay on top of your business. With x-bees, you are not limited to a predefined set of data tables and charts. On the contrary, you set them up yourself choosing the data you are interested in and customizing tables and charts to your personal liking. This means x-bees Analytics tool can perfectly address whatever need you may have.
Requirements
- WMS version 6.01.20220621.2 or higher
- License: x-bees-SuperBee
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Note: Analytics is not available if x-bees is opened in Incognito window in browser or via iframe. |
How to access
To access x-bees Analytics, click on the Analytics button on left-hand part of the screen:
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CDR-View includes pre-configured reports that 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., and analyze the activity of call agents and response groups. For detailed information about requirements, available reports, etc. check out the document CDR-View in x-bees.
7. Starting from WMS 6.04, there is also x-hoppers: Agent Stats report. The data in the report is displayed only in case of a PBX with x-hoppers licenses and if there were active x-hoppers calls.
Documentation: x-hoppers Agents Stats
Navigate the list of Answers and Liveboards
To easily find the necessary data, you can:
- Switch between tabs All/ Answers / Liveboards
- Filter answers and liveboards by tags and authors
- Click on the star icon next to the necessary answer/ liveboard to add it to favorites
- Toggle the switch on next to My favorites option to have only favorite answers/ liveboards displayed
Share Answers and Liveboards
If you check the boxes in front of desired answers/ liveboards, the following options appear at the top: Mark as favorite/ Remove from favorites and Share:
To share reports with others, click Share -> enter name or email of a user or group -> add message if required -> press Share:
Add KPIs to watchlist
To always have certain KPIs you constantly monitor within an easy reach on the Home tab, click Add KPIs to your watchlist:
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On the window that pops up, choose the necessary liveboard (1), select the KPIs you want to add (2) from this liveboard, click Add KPIs (3):
Search
On the Search tab, you can type in the search bar what information you want to explore and x-bees returns the search results in the form of a table or chart.
Data items (columns)
Search is based on the tables that exist in your data. Tables are made of rows and columns, like spreadsheets. You can search by typing in:
- Name of data item (column): like callee, connect time, talk time
- Special keywords: like today, yesterday, >, or contains
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- Average duration
- Callee
- Caller
- Calls
- Conferences
- Connect time
- Conversation ID
- Conversations
- Date
- Department
- Direction (values: inbound, internal, outbound)
- Duration
- Hangup (values: callee, caller)
- Maximum duration
- Name
Remote Country
Note Note: The following standard is used for country codes: ISO 3166-1 alpha-2. E.g.: IT, DE, US.
- Role (values: agent, client)
- Serial
- Service
- Session ID
- Speaker Time
- Status (values: completed, missed)
- Subject
- Talk time
- Time
- Total duration
- Total talk time
- Trunk
- Type (values: call, conference)
- Voicemails
- Wait time
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You can also choose values by which you want to filter data: tick off necessary values and click Apply and the selected values appear in the search field.
Start a new search
Click Search on the top navigation bar.
Start typing your search request, using necessary data items and keywords.
Alternatively, you can double-click on the preferred data items on the left-side panel and they are automatically added to the Search field. To add multiple items, click on the necessary items to select them and press + Add Columns:Note Note: Typing in your search query, you may notice that search items are of different colours:
- blue = attributes: primarily text or date values. Usually, attributes make up the x-axis of your chart. Examples: caller name, call status, etc.
- green = measures: numeric values, e.g. duration of a call
- grey = filters, e.g. outbound, inbound
3. Once your search query is ready, press Enter on keyboard, or click Go to the right of the search bar:
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Your search is given an automatic title based on your search columns, and is displayed as either a table or chart, depending on how it is best represented. You can change display of the search result to fit your needs.
Example:
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For non-numeric values it is possible to choose if you want to see Total Count or Unique Count (set by default):
View query details
To view details of the query, click on the Query details button (info icon) on the right:
Change display of an answer
Switch between table/ chart view
You can change the view of your answer so it appears as either a table or a chart. To change the view of your answer, toggle between either a table or a chart type:
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Notes:
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Edit chart configuration
If you are not fully satisfied with how the chart looks like, you can easily modify it:
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To return to the previous view of the chart, click back to the right of the search field:
Exclude or include data
You can include or exclude row values from your answer.
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- Right-click the necessary item on visualization or table cell
- Click Exclude "value" or Only Include "value" if available
Save an answer
An answer is the result of a single search. You can save an answer you want to work more on later, or just keep it for your personal use.
Click on the More (three dots) button at the top and choose Save:
Enter name and description and click Save answer:
The saved answer is added to the Answers tab.
Pin an answer
To add an answer to Liveboards tab, which contains a collection of answers in a pinboard (dashboards) view:
- Click on the Liveboard name next to the Pin button to select the Liveboard you want to pin the answer to:
- Search for the necessary Liveboard or create a new one:
- Click Pin:
Answers
An answer is the saved result of a search. On the Answers tab, you can see the answers you saved, as well as answers of other users, in case they shared them with you or a company you belong to.
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Clicking on an answer, it opens in a table/ chart view with the same editing options described in the Search section of this guide:
Liveboards
Liveboards act like dashboards. They are collections of related charts and tables, that you monitor most often. On the Liveboards tab, you can see the liveboards you saved, as well as liveboards of other users, in case they shared them with you or a company you belong to:
View a Liveboard
Click on the necessary liveboard from the list to see its details:
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Note: Currently, to update data on a Liveboard, you need to refresh the page. |
Manage Liveboards
Also, you can perform the following actions with a liveboard:
- Clicking on the Star icon next to the liveboard name, you can add it to favorites
- Lock icon indicates whether you have view only or edit access to the liveboard
- If you want to share the liveboard with a user or group, click Share button, enter name or email address of user or group you want to share the liveboard with, select access right and click Share:
- Clicking More (three dots) button (1), you get access to the following options (2):
- Rename (edit access required)
- Make a copy
- Download PDF (edit access required)
- Present
- Schedule
Liveboard scheduling allows to configure reports to be sent to email(s) at specified interval: - Manage schedules
- Export TML
- Request verification (edit access required)
- Show Liveboard details
- Delete (edit access required)
Add visualizations
In case you’ve created a liveboard, but there are not answers yet, click the Search data button:
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Also, you can pin visualizations to the liveboard when you view an answer on the Search/ Answers/ Home tabs.
Explore answers on Liveboard
To view details of an answer on a liveboard, hover your mouse over the desired answer and click Explore:
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The answer opens. Besides viewing its details, using the Explore this data panel on the right, you can modify the answer by applying additional filters, adding/ replacing columns, choosing data for comparison:
Keyword reference
Keywords help to define a search.
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Keyword - English | IT | DE | FR | ES | Description |
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top n | superiore n | top n | haut n | primeros n | Generates the top n items from a sorted result. Example: caller callee direction status duration today top 5 |
top n measure1 by attribute|measure2 | superiore n per | top n nach | haut n par | primeros n por | Calculates top n items, then sorts the top items by another measure or attribute. Contrast with top n (swaps the order of operations). Example: top 10 caller by conversations this month |
bottom n | inferiore n | bottom n | bas n | últimos n | Generates the bottom n items from a sorted result. Example: bottom 10 caller by conversations this month |
sort by | ordina per | sortieren nach | trier par | ordenar por | Sorts the result set by an attribute or measure. Example: caller callee direction status duration today sort by duration |
by <measure> | per | nach | par | por | Treats the measure as an attribute and groups the result set by it. Example: conversations by day |
Date
Keyword | IT | DE | FR | ES | Examples |
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after | dopo | nach dem | après | después de | conversations after 10/31/2022 |
before | primo | vor dem | avant | antes de | conversations before 03/01/2022 |
between ... and ... | tra … e … | zwischen dem … und dem … | entre … et … | entre … y … | conversations between 01/30/2022 and 01/30/2022 |
day | giorno | Tag | jour | día | conversations monday |
day of week | giorno della settimana | Tag der Woche | jour de la semaine | día de la semana | conversations by day of week last 3 months |
growth of … by ... | crescita di … su base … | wachstum von … pro… | croissance de … par … | crecimiento de … hasta … | growth of conversations by time last month unanswered |
growth of … by … daily | crescita di … su base … giornaliero | wachstum von … pro… täglich | croissance de … par … tous les jours | crecimiento de … hasta … a diario | growth of conversations by time daily last month unanswered |
growth of … by … monthly | crescita di … su base … mensile | wachstum von … pro … monatlich | croissance de … par … tous les mois | crecimiento de … hasta … mensual | growth of conversations by time monthly unanswered |
growth of … by … quarterly | crescita di … su base … trimestrale | wachstum von … pro … vierteljährlich | croissance de … par … tous les trimestres | crecimiento de … hasta … trimestral | growth of conversations by time quarterly unanswered |
growth of … by … weekly | crescita di … su base … settimanale | wachstum von … pro … wöchentlich | croissance de … par … toutes les semaines | crecimiento de … hasta … semanal | growth of conversations by time weekly last month unanswered |
last day by | ultimo giorno su base | am letzten Tag pro | dernier jour par | último día hasta | conversations last day by callee |
last month | ultimo mese | letzte n Monate | dernier mois | último mes | conversations last month by callee |
last month by | ultimo mese su base | im letzten Monat pro | dernier mois par | último mes hasta | conversations last month by day |
last n days | ultimo n giorni | letzte n Tage | dernier n jours | últimos n días | conversations last 7 days |
last n months | ultimo n mesi | letzte n Monat | dernier n mois | último n meses | conversations last 10 months by day |
last n quarters | ultimo n trimestri | letzte n Quartale | dernier n trimestres | últimos n trimestres | conversations last 2 quarters by month by service |
last n weeks | ultimo n settimane | letzte n Wochen | dernier n semaines | últimas n semanas | conversations last 10 weeks by day |
last quarter | ultimo trimestre | letzte Quartal | dernier trimestre | último trimestre | conversations last quarter |
last week | ultimo settimana | letzte Woche | dernier semaine | última semana | conversations last week by service |
last year | ultimo anno | letzte Jahr | dernier année | último año | conversations last year by callee |
month | mese | Monat | mois | mes | conversations by month last year conversations January |
month to date | mese finora | Monat bis jetzt | mois à ce jour | mes hasta la fecha | conversations month to date |
month year | mese anno | Monat Jahr | mois année | mes año | conversations by service February 2022 |
n days ago | n giorni fa | vor n Tagen | n jours il y a | n días hace | conversations 2 days ago |
last n days for each month | n giorni per ogni mese | n Tage in jeder Monat | n jours pour chaque mois | n días para cada mes | conversations 2 days for each month |
last n days for each quarter | n giorni per ogni trimestre | n Tage in jeder Quartal | n jours pour chaque trimestre | n días para cada trimestre | conversations last 15 days for each quarter |
last n days for each week | n giorni per ogni settimana | n Tage in jeder Woche | n jours pour chaque semaine | n días para cada semana | conversations last 2 days for each week |
last n days for each year | n giorni per ogni anno | n Tage in jeder Jahr | n jours pour chaque année | n días para cada año | conversations last 30 days for each year |
last n hours for each day | n ore per ogni giorno | n Stunden in jeder Tag | n heures pour chaque jour | n días para cada año | conversations last 2 hours for each day |
n months | n mesi | n Monaten | n mois | n meses | conversations last 6 months |
n months ago | n mesi fa | vor n Monaten | n mois il y a | n meses hace | conversations 2 months ago by service |
last n months for each quarter | n mesi per ogni trimestre | n Monate in jeder Quartal | n mois pour chaque trimestre | n meses para cada trimestre | conversations last 2 months for each quarter |
last n months for each year | n mesi per ogni anno | n Monate in jeder Jahr | n mois pour chaque année | n meses para cada año | conversations last 8 months for each year |
n quarters ago | n trimestri fa | vor n Quartalen | n trimestres il y a | n trimestres hace | conversations 4 quarters ago by service |
n weeks ago | n settimane fa | vor n Wochen | n semaines il y a | n semanas hace | conversations 4 weeks ago by callee |
last n weeks for each month | n settimane per ogni mese | n Wochen in jeder Monat | n semaines pour chaque mois | n semanas para cada mes | conversations last 3 weeks for each month |
last n weeks for each quarter | n settimane per ogni trimestre | n Wochen in jeder Quartal | n semaines pour chaque trimestre | n semanas para cada trimestre | conversations last 2 weeks for each quarter |
quarter to date | trimestre finora | Quartal bis jetzt | trimestre ce jour | trimestre hasta la fecha | sales by product quarter to date for top 10 products by sales |
this day | questo giorno | diese Tag | ce jour | este día | conversations this day by callee |
this month | questo mese | diese Monat | ce mois | este mes | conversations this month by day |
this quarter | questo trimestre | diese Quartal | ce trimestre | este trimestre | conversations this quarter by callee |
this week | questo settimana | diese Woche | ce trimestre | este semana | conversations this week by service |
this year | questo anno | diese jahr | ce année | este año | conversations this year by callee |
today | oggi | heute | aujourd’hui | hoy | conversations today by callee |
week | settimana | Woche | semaine | semana | conversations by week last quarter |
week to date | settimana finora | Woche bis jetzt | semaine à ce jour | semana hasta la fecha | conversations week to date by callee |
year | anno | Jahr | année | año | conversations by callee 2022 |
year to date | anno finora | Jahr bis jetzt | année à ce jour | año hasta la fecha | conversations by callee year to date |
yesterday | ieri | gestern | hier | ayer | conversations by callee yesterday |
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Keyword | IT | DE | FR | ES | Examples |
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detailed | dettagliato | detailliert | détaillée | detallado | conversation time detailed |
last hour | ultimo ora | letze Stunde | dernier heure | último hora | count unique conversations last hour |
last minute | ultimo minuto | letzte minute | dernier minute | último minuto | count conversations last minute |
n hours | n ore | n Stunden | n heures | n horas | count conversations [ last ] 12 hours |
n hours ago | n ore fa | n Studen vor | n heures il y a | n horas hace | conversations 2 hours ago |
n minutes | n minuti | n minuten | n minutes | n minutos | count conversations [ last ] 30 minutes |
n minutes ago | n minuti fa | n minuten vor | n minutes il y a | n minutos hace | sum conversations by service 10 minutes ago |
this hour | questo ora | diese stunde | ce heure | este hora | conversations this hour |
this minute | questo minuto | diese minute | ce minute | este minuto | conversations this minute |
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Keyword | IT | DE | FR | ES | Examples |
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begins with | inizia con | beginnt mit | commence par | empieza por | conversations name begins with 'joe' by name // returns the list of conversations that have name starting with 'Joe' |
contains | contiene | enthält | contient | contiene | conversations name contains 'bill' by name |
ends with | finisce con | endet mit | se termine pas | termina por | conversations name ends with 'joe' |
similar to | simile a | ähnlich zu | similaire à | similar a | conversations name similar to 'joseph' |
not begins with | non inizia con | beginnt nicht mit | ne commence pas par | no empieza por | conversations name not begins with 'bill' |
not contains | non contiene | enthält nicht | ne contient pas | no contiene | conversations name not contains 'joe' |
not ends with | non finisce con | endet nicht mit | ne termine pas par | no termina por | conversations name not ends with 'joe' |
not similar to | diverso da | nicht ähnlich zu | pas similaire à | no es similar a | conversations name not similar to 'hand' |
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Keyword | IT | DE | FR | ES | Examples |
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average | media | Durchschnitt | moyenne | promedio | conversations average duration by service this month |
count | conteggio | Anzahl | nombre | recuento | count service unique count caller by service |
max | max | Maximum | max | máx | max talk time conversations by service |
min | min | Minimum | min | mín | min wait time by service |
standard deviation | deviazione | Standardabweichung | écart type | desviación estándar | standard deviation conversations by service by week month to date |
sum | somma | Summe | somme | suma | sum talk time by service today |
unique count | conteggio univoco | eindeutige Anzahl | nombre unique | recuento único | unique count conversation id |
variance | varianza | Varianz | variance | varianza | variance duration by service |
Comparative
Keyword | IT | DE | FR | ES | Examples | ||
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all | tutto | alle | tout | todo/a | conversations uk_support vs all
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between... and... | tra … e | zwischen … und | entre … et | entre … y | inbound calls wait time between 60 and 120 | ||
= (equal) | = | = | = | = | conversations by callee duration = 0 | ||
everything | tutto | alles | tout | todo/a | conversations uk_support vs everything
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> (greater than) | > | > | > | > | conversations by callee wait time > 60 | ||
>= (greater than or equal) | >= | >= | >= | >= | conversations by callee wait time >= 60 | ||
< (less than) | < | < | < | < | conversations by callee wait time < 60 | ||
<= (less than or equal) | <= | <= | <= | <= | conversations by callee wait time <= 60 | ||
!= (not equal) | != | != | != | != | caller callee direction status duration today callee !={null} | ||
vs, versus | risp. a, rispetto a | vs, versus | vs, versus | vs, contra | conversations uk_support vs us_support |
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