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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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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 Analytics
To access Analytics, click on the Analytics button on 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:
The following views are available:
- Data Grid
- Line Chart
- Area Chart
- Bar Chart
- Column Chart
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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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):
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Note: The selected filters are cleared after the page is reloaded. |
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.
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Click Save to save the scheduled report:
Manage scheduled reports
To manage your scheduled reports, click the More (three dots) button (1) and select Manage schedules (2):
Click More (three dots) next to the necessary report, where you get the following options:
- Pause
- Edit
- View run history
- Delete
In case of pausing a scheduled report, its status changes to Paused:
You can resume the scheduled report any time.
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