| Scroll export button |
|---|
| scope | current |
|---|
| template-id | 0fa09813-8b86-460a-aa1d-ef450a80e9ce |
|---|
| quick-start | true |
|---|
| add-on | Scroll PDF Exporter |
|---|
|
| Info |
|---|
On this page, you can find detailed description of CDR-View Liveboard in x-bees which provides the description of available reports and filters. Created: November 2023 Updated: March May 2024 Permalink: https://wildix.atlassian.net/wiki/x/AQDzDg |
Introduction
...
| Note |
|---|
Note: - Analytics data is stored in an AWS datacenter in the region where the PBX is located.
- Analytics is not available if there is any licensing issue on the PBX. To enable Cloud analytics, there should be a valid license set, complying with the rule: 1 Customer = 1 set of licenses = 1 WMS Network.
|
- Events sending / data gathering should be enabled in WMS -> PBX -> Features -> Cloud Analytics. It is automatically activated . Starting from WMS v. 6.06.20240530.1, it is activated by default on all types of PBXs.
| Note |
|---|
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.
- On WMS versions prior to v. 6.06.20240530.1, Cloud Analytics is enabled by default 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)
|
...
| Note |
|---|
| 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 |
| Warning |
|---|
Important: If you need to disable Cloud Analytics, please contact Wildix Technical Support, as it may affect presence sync in x-bees. |
...
To access CDR-View:
- Go to Analytics -> on the Home or the Liveboards tab, select CDRView X.X, where X.X is a version
Image Removed
Image Added
View Different Charts
...
| Note |
|---|
Note: - Flow id is the unique identifier of a call, including all call transfers.
For example, you see a call that consists of multiple parts and want to filter all its parts. You can use Flow id for this. - Part refers to the number of transfers, starting from 0. First part of a call is a 0 transfer, the next on is the first transfer (Part=1), etc.
- In the Flags column, call flow is marked with flags (which act like tags). Currently, the following flags are available: voicemail, wizyConference, pbxConference, mobility, fax.
- The columns From MOS / To MOS (the Mean Opinion Score) display the caller / callee overall voice call quality. MOS is a rating from 1 to 5 ( 1 = the lowest score, 5 = the highest score), which is standardized by the International Telecommunications Union ITU-T.
Service Number column displays a) for an incoming call: the phone number of the trunk a customer called to b) for an outcoming call: the phone number of the trunk via which the outcoming call was made and which is displayed to a customer. For internal calls, the value is Null. Service Number column is available starting from WMS 6.04. Ring Time displays the time when no one has picked up the call yet. Wait Time displays the waiting time (in seconds) in such cases as call put on hold, IVR etc.an agent is being called. In case of a call group, if at least 1 available agent is called, it is considered ring time. If there are no available members in the call group, it is considered wait time. Wait Time consists of time spent in IVR, listening to announcements, in queue while no agents are available, and time when the call was put on hold. - Starting from WMS v. 6.06.20240425.1, there is the column Cost, which displays cost for external calls
|
In the column with the sound icon, you can download call recordings:
...
- Agents
View data grouped by users including the number of calls, talk time and ring time:
Image Removed
Image Added - Line Chart
...
- Click on the button Save view to the left of the filters panel:
- Enter the view name and click Save:
...
Image Added
| Note |
|---|
Note: The option "Make view available to all users" is greyed out and not available for the CDR-View2.x report. |
Change view
The next time you open CDR-View2.0, the system automatically opens the report in the saved view. To return to the default view, click on the name of the current view at the top (1) and press Reset Liveboard (2):
...
| Note |
|---|
Note: - CSV files are sent only for the visualisations that have tables. Scheduled reports in PDF format are mostly aimed at charts and graphs, while tables may not contain full information. To get complete data in tables (e.g. the list of calls), we recommend using CSV format.
- In CSV files, the fields that start with “+” are automatically added a single quotation mark (‘) at the beginning of the field.
- 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
| Note |
|---|
Note: - Users may not appear in the Recipients drop-down list unless they open Cloud Analytics at least once. E.g. if the colleague you want the scheduled report to be sent to, hasn't accessed Analytics at least one time, you won't be able to choose them as a recipient.
- Under the Groups section in the Recipients drop-down list you can find names of Customers on the Portal. In case you select a group, all users on the PBX (or WMS Network) that belongs to the customer, will receive the scheduled report via email (in case they accessed Analytics at least once).
|
Click Save to save the scheduled report.
...
