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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 Permalink: |
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Introduction
Analytics tab in Collaboration is an advanced tool, that allows to build custom reports and monitor all the data you need to always stay on top of your business. With the Analytics feature, you are not limited to a predefined set of data tables and charts. On the contrary, you can set them up yourself displaying the data you need and customizing the reports to your personal liking and the specific business needs.
Requirements
- WMS version 6.03
- License: UC-Business (personal performance reports only) or UC-Premium (for Department/Company level reports)
User email added in Settings
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Note: Analytics is not available if Collaboration is opened in Incognito window in browser or via iframe. |
How to access
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There, you can find 4 tabs:
- 222920705: the list of saved and trending liveboards and answers, metrics watchlist
- 222920705: allows to search for data, configure the view of charts and tables containing the search results, save them to Answers and Liveboards, etc.
- 222920705: the list of saved answers (the results of your search)
- 222920705: a collection of answers in a pinboard (dashboards) that you most often use in your analytics purposes
Home
On the Home tab, you can see:
- Search field that allows to look for necessary data. Refer to Start a new search sections of this guide for more details.
- List with personalized set of metrics you have chosen to monitor.
- List of saved answers and liveboards, which you created or which were shared with you or with a company you belong to
- Trending Liveboards
- Trending Answers
Navigate the list of Answers and Liveboards
To easily find the necessary data, you can:
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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
- Share
- Delete
- Edit tags
1. To share reports with others, click Share.
2. You may be asked to update the name that should be displayed on the share email. Update the name if required and click Save:
3. Enter name or email of a user you want to share the report with:
4. To add message, check the box in front of the Add message (optional) and enter message in the field that shows up:
5. Choose access rights:
If required, you can copy link to the Liveboard by clicking the Copy link button:
6. Press Share:
Add KPIs to watchlist
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Search
On the Search tab, you can type in the search bar what information you want to explore and get result 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
If data panel is collapsed, click on the Data button to the left of the search field to see the list of available data items:
The list of data items (columns) includes the following options:
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Country
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Note: The following standard is used for country codes: ISO 3166-1 alpha-2. E.g.: IT, DE, US. |
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Hovering a mouse over any of these items, you can see a tooltip with the following info: name, description, data source (if applicable), and data type:
To view available values of a data item, click on the filter icon next to it:
A pop-up window shows up, where you can view all available values of the data item:
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
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Note: Typing in your search query, you may notice that search items are of different colours:
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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:
If you type in the search request "caller callee direction status duration today", the system returns a table with total duration of calls including information about caller, callee, direction of calls (inbound/ outbound), and call status:
Edit a search
When you click a search phrase or on the Search field, the system displays other suggestions which you can choose from. If, say, you want the same data to be displayed not for today only, but for last week, click on the "today" filter in the search field and choose the preferred option:
When you hover over a boxed phrase, you can see an x, which you can click to remove it from the search:
You can insert a new phrase in the middle of a search, by clicking between phrases and entering the new phrase.
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Note: In case a table or chart doesn’t seem to contain all the data you expect, try looking in the search bar for filters in gray boxes. Remove unnecessary filters, you get all available data for that search. |
Display totals
To have total numbers displayed at the bottom of the report, click Edit chart configuration (1) -> go to Settings (2) -> enable the checkbox next to Column summary (3):
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View query details
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Change display of an answer
Switch between table/ chart view
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Your search needs at least one attribute and one measure to be presented as a chart. If you want to use another type, click Change visualization (chart icon) on the right:
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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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Drill down chart item
In the example on the screenshot above, we searched for calls by trunk this week and chose the data to be displayed in a stacked column chart.
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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.
To exclude or include values:
- Right-click the necessary item on visualization or table cell
- Click Exclude "value" or Only Include "value"
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.
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Enter name and description and click Save answer:
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Pin an answer
To add an answer to Liveboards tab, which contains a collection of answers in a pinboard (dashboards) view, follow the next steps:
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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.
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If you tick the checkbox next to an answer, the following buttons appear above the answers list:
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Clicking on an answer, it opens in a table/ chart view with the same editing options described in the 222920705 section of this guide:
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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:
View a Liveboard
Click on the necessary liveboard from the list to see its details:
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Note: To update data on a Liveboard, you need to refresh the page. |
Manage Liveboards
Also, you can perform the following actions with a liveboard:
...
- Rename
- Make a copy
- Download PDF
- Present
- Schedule
- Manage schedules
- Show Liveboard details
- Delete
Add visualizations
In case you’ve created a liveboard, but there are not answers yet, click Search data:
A Search field appears and you can start exploring the data you need. The same functionality described in the 222920705 section of this guide is available on Liveboards tab.
Explore answers on Liveboard
To view details of an answer on a liveboard, hover your mouse over the desired answer and click Explore:
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.
General
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Note: When using the top or bottom keywords without specifying a number (n), the number defaults to |
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top n
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superiore n
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top n
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haut n
...
Generates the top n items from a sorted result.
Example:
caller callee direction status duration today top 5
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top n
measure1
by
attribute|measure2
...
top n nach
...
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
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inferiore n
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bottom n
...
bas n
...
Generates the bottom n items from a sorted result.
Example:
bottom 10 caller by conversations this month
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ordina per
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sortieren nach
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trier par
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Sorts the result set by an attribute or measure.
Example:
caller callee direction status duration today sort by duration
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Treats the measure as an attribute and groups the result set by it.
Example:
conversations by day
Date
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dopo
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nach dem
...
après
...
después de
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conversations after 10/31/2022
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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
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giorno
...
Tag
...
jour
...
día
...
conversations monday
...
day of week
...
giorno della settimana
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Tag der Woche
...
jour de la semaine
...
día de la semana
...
conversations by day of week last 3 months
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crescita di … su base …
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wachstum von … pro…
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croissance de … par …
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crecimiento de … hasta …
...
growth of conversations by time last month unanswered
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crescita di … su base … giornaliero
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wachstum von … pro… täglich
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croissance de … par … tous les jours
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crecimiento de … hasta … a diario
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growth of conversations by time daily last month unanswered
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crescita di … su base … mensile
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wachstum von … pro … monatlich
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croissance de … par … tous les mois
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crecimiento de … hasta … mensual
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growth of conversations by time monthly unanswered
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crescita di … su base … trimestrale
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wachstum von … pro … vierteljährlich
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croissance de … par … tous les trimestres
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crecimiento de … hasta … trimestral
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growth of conversations by time quarterly unanswered
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crescita di … su base … settimanale
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wachstum von … pro … wöchentlich
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croissance de … par … toutes les semaines
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crecimiento de … hasta … semanal
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growth of conversations by time weekly last month unanswered
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ultimo giorno su base
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am letzten Tag pro
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dernier jour par
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último día hasta
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conversations last day by callee
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ultimo mese
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letzte n Monate
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conversations last month by callee
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last month by
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ultimo mese su base
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dernier mois par
...
último mes hasta
...
conversations last month by day
...
letzte n Tage
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dernier n jours
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últimos n días
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conversations last 7 days
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conversations last 10 months by day
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ultimo n trimestri
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letzte n Quartale
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dernier n trimestres
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últimos n trimestres
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conversations last 2 quarters by month by service
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ultimo n settimane
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letzte n Wochen
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dernier n semaines
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últimas n semanas
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conversations last 10 weeks by day
...
last quarter
...
ultimo trimestre
...
letzte Quartal
letztes Quartal
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dernier trimestre
...
último trimestre
...
conversations last quarter
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ultimo settimana
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letzte Woche
letztes Woche
...
dernier semaine
...
última semana
...
conversations last week by service
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ultimo anno
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letzte Jahr
letztes Jahr
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dernier année
...
último año
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conversations last year by callee
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mese
...
Monat
...
mois
...
mes
...
conversations by month last year
conversations January
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mese finora
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Monat bis jetzt
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mois à ce jour
...
mes hasta la fecha
...
conversations month to date
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month year
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mese anno
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Monat Jahr
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mois année
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mes año
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conversations by service February 2022
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n giorni fa
...
vor n Tagen
...
n jours il y a
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n días hace
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conversations 2 days ago
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n giorni per ogni mese
...
n Tage in jeder Monat
n Tage in jedem Monat
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n jours pour chaque mois
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n días para cada mes
...
conversations 2 days for each month
...
n giorni per ogni trimestre
...
n Tage in jeder Quartal
n Tage in jedem Quartal
...
n jours pour chaque trimestre
...
n días para cada trimestre
...
conversations last 15 days for each quarter
...
n giorni per ogni settimana
...
n Tage in jeder Woche
n Tage in jedem Woche
...
n jours pour chaque semaine
...
n días para cada semana
...
conversations last 2 days for each week
...
n giorni per ogni anno
...
n Tage in jeder Jahr
n Tage in jedem Jahr
...
n jours pour chaque année
...
n días para cada año
...
conversations last 30 days for each year
...
n ore per ogni giorno
...
n Stunden in jeder Tag
n Stunden in jedem Tag
...
n heures pour chaque jour
...
n días para cada año
...
conversations last 2 hours for each day
...
n mesi
...
n Monaten
...
n mois
...
n meses
...
conversations last 6 months
...
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 Monate in jedem Quartal
...
n mois pour chaque trimestre
...
n meses para cada trimestre
...
conversations last 2 months for each quarter
...
n mesi per ogni anno
...
n Monate in jeder Jahr
n Monate in jedem Jahr
...
n mois pour chaque année
...
n meses para cada año
...
conversations last 8 months for each year
...
n trimestri fa
...
vor n Quartalen
...
n trimestres il y a
...
n trimestres hace
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conversations 4 quarters ago by service
...
n settimane fa
...
vor n Wochen
...
n semaines il y a
...
n semanas hace
...
conversations 4 weeks ago by callee
...
n settimane per ogni mese
...
n Wochen in jeder Monat
n Wochen in jedem Monat
...
n semaines pour chaque mois
...
n semanas para cada mes
...
conversations last 3 weeks for each month
...
n settimane per ogni trimestre
...
n Wochen in jeder Quartal
n Wochen in jedem 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
...
conversations this day by callee
...
this month
...
este mes
...
este año
...
oggi
...
heute
...
aujourd’hui
...
hoy
...
settimana
...
Woche
...
semaine
...
semana
...
settimana finora
...
Woche bis jetzt
...
semaine à ce jour
...
semana hasta la fecha
...
anno
...
Jahr
...
année
...
año
...
year to date
...
anno finora
...
Jahr bis jetzt
...
année à ce jour
...
año hasta la fecha
...
ieri
...
gestern
...
hier
...
ayer
...
Time
...
dettagliato
...
detailliert
...
détaillée
...
detallado
...
conversation time detailed
...
ultimo ora
...
letze Stunde
...
dernier heure
...
último hora
...
ultimo minuto
...
letzte minute
...
dernier minute
...
último minuto
...
n ore
...
n Stunden
...
n heures
...
n horas
...
n ore fa
...
n Studen vor
...
n heures il y a
...
n horas hace
...
conversations 2 hours ago
...
n minuti
...
n minuten
...
n minutes
...
n minutos
...
n minuti fa
...
n minuten vor
...
n minutes il y a
...
n minutos hace
...
Text
...
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'
...
contiene
...
enthält
...
contient
...
contiene
...
conversations name contains 'bill' by name
...
finisce con
...
endet mit
...
se termine pas
...
termina por
...
conversations name ends with 'joe'
...
simile a
...
ähnlich zu
...
similaire à
...
similar a
...
non inizia con
...
beginnt nicht mit
...
ne commence pas par
...
no empieza por
...
conversations name not begins with 'bill'
...
non contiene
...
enthält nicht
...
ne contient pas
...
no contiene
...
conversations name not contains 'joe'
...
non finisce con
...
endet nicht mit
...
ne termine pas par
...
no termina por
...
diverso da
...
nicht ähnlich zu
...
pas similaire à
...
no es similar a
...
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Notes:
For example, if you search for If you search for |
Number
...
media
...
Durchschnitt
...
moyenne
...
promedio
...
conteggio
...
Anzahl
...
nombre
...
recuento
...
count service unique count caller by service
...
max
...
max
...
Maximum
...
max
...
máx
...
max talk time conversations by service
...
min
...
Minimum
...
min
...
mín
...
deviazione
...
Standardabweichung
...
écart type
...
desviación estándar
...
standard deviation conversations by service by week month to date
...
somma
...
Summe
...
somme
...
suma
...
sum talk time by service today
...
conteggio univoco
...
eindeutige Anzahl
...
nombre unique
...
recuento único
...
varianza
...
Varianz
...
variance
...
varianza
...
Comparative
...
tutto
...
alle
...
tout
...
todo/a
conversations uk_support vs all
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Note: The "all" keyword can only be used as part of a versus phrase. |
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tra … e
...
zwischen … und
...
entre … et
...
entre … y
...
inbound calls wait time between 60 and 120
...
= (equal)
...
=
...
=
...
=
...
=
...
conversations by callee duration = 0
...
tutto
...
alles
...
tout
...
todo/a
...
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Note: The "everything" keyword can only be used as part of a versus phrase. |
...
>
...
>
...
>
...
>
...
conversations by callee wait time > 60
...
>= (greater than or equal)
...
>=
...
>=
...
>=
...
>=
...
conversations by callee wait time >= 60
...
< (less than)
...
<
...
<
...
<
...
<
...
<= (less than or equal)
...
<=
...
<=
...
<=
...
<=
...
conversations by callee wait time <= 60
...
!= (not equal)
...
!=
...
!=
...
!=
...
!=
...
vs, versus
...
risp. a, rispetto a
...
vs, versus
...
vs, versus
...
vs, contra
...
conversations uk_support vs us_support
You can use special constants for null and empty values with the = and != keywords: {null} and {empty}.
For example: service != {null}.
Period
...
giorno (date)
...
Tag (date)
...
jour (date)
...
día (date)
...
conversations by day
...
giorno del mese (date)
...
Tag des Monats (date)
...
jour du mois (date)
...
día del mes (date)
...
giorno del trimestre (date)
...
Tag des Quartals (date)
...
jour du trimestre (date)
...
día del trimestre (date)
...
conversations day of quarter by year
...
day of week
...
giorno della settimana (date)
...
Tag der Woche (date)
...
jour de semaine (date)
...
día de la semana (date)
...
giorno dell’anno (date)
...
Tag des Jahres (date)
...
jour de l’année (date)
...
día del año (date)
...
ora (datetime)
...
Stude (datetime)
...
heure (datetime)
...
hora (datetime)
...
mese del trimestre (date)
...
Monat des Quartals (date)
...
mois du trimestre (date)
...
mes del trimestre (date)
...
trimestre (date)
...
Quartal (date)
...
trimestre (date)
...
trimestre (date)
...
conversations by quarter
...
quarter of year
...
trimestre dell’anno (date)
...
Quartal des Jahres (date)
...
trimestre de l’année (date)
...
trimestre del año (date)
...
conversations quarter of year
...
settimana del mese (date)
...
Woche des Monats (date)
...
semaine du mois (date)
...
semana del mes (date)
...
conversations week of month
...
settimana del trimestre (date)
...
Woche des Quartals (date)
...
semaine du trimestre (date)
...
semana del trimestre (date)
...
week of year
...
settimana dell’anno (date)
...
Woche des Jahres (date)
...
semaine de l’année (date)
...
semana del año (date)
...
conversations week of year
In / Not in
...
Query in query search (intersection of two sets). Must match last attribute before keyword with first attribute inside subsearch.
Syntax:
attribute in (attribute subsearch)
Example:
calls caller in (top 10 caller by calls today) week to date
...
not in
...
Relative complement of two sets. Must match last attribute before keyword with first attribute inside subsearch.
Syntax:
attribute not in (attribute subsearch)
Example:
calls caller not in (top 10 caller by calls today) week to date
...
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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 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.
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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Note: Analytics is not available if Collaboration is opened in Incognito window in browser or via iframe. |
How to access
To access Analytics, click on the Analytics button on at the top of the screen:
Filter Data
On the page that opens, you can see a report that displays data according to the filters at the top:
When you click on a filter, a pop-up window appears, which allows you to choose by which parameters you want to filter the report. E.g. clicking on the filter Direction (1), you can select inbound/ internal/ outbound calls (2):
The filters include:
- Direction: choose if you want to see inbound, internal, or outbound calls
- Service: select the services you want to be displayed
- Talk Time
- Trunk: choose the trunks to be included in the report
- Tags: select available tags
- PBX: choose the necessary PBX serial(s)
- Date: choose the period by which the data should be filtered:
- On (=): lets you indicate a specific date
- On or after: displays data of a chosen date and later period
- Before: displays data of a period before the selected date
- Between: allows to indicate a specific interval, with start and end date
- Name: select the user(s) to be included in the report
- ACL Group: select ACL group(s) to be displayed
- Number: choose the number/ extension
- Department: select the necessary department(s)
- Timezone: choose the timezone
- Group by: choose if you want to group the data by Status, Direction, Service, Trunk, or PBX.
For most filters, you can choose either to include or exclude data:
Schedule Reports
Create scheduled report
Collaboration Analytics allows to configure scheduled reports to have them sent to email(s) at specified interval.
To schedule a report, click on the More (three dots) button (1) -> choose Schedule option (2):
On the Create Schedule screen that opens, fill out the following fields:
- 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
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
Click Save to save the scheduled report:
Manage scheduled reports
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