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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: May 2024 Permalink: https://wildix.atlassian.net/wiki/x/AYBJDQ |
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WMS 6.03.20230630.3 or higher on a standalone PBX or a whole WMS Network
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. Starting from WMS v. 6.06.20240530.1, it is activated by default on all types of PBXs.
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How to access Analytics
To access Analytics, click on the Analytics button at the top of the screen:
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Data Grid
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. Note: Currently, MOS may not be counted for some calls, which should be improved in future releases.
- 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. the time when 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
- Flow id is the unique identifier of a call, including all call transfers.
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- Click on the button Save view to the left of the filter panel at the top:
- Enter the name of the report with the set of filters you've applied and click Save:
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Note: The option "Make view available to all users" is greyed out and not available. |
Change view
The next time you open Analytics, 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:
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On the Manage views screen, you can rename the view or delete it:
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Note: The option "Share to all users" is greyed out and not available. |
Filter data via values in the report
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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. 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).
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