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Introduction 

CDR-View x-hoppers: Agents Stats Liveboard in x-bees allows  allows you 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.x-hoppers usage, e.g. how long agents in different stores were connected to the conference, etc. 

Requirements

• WMS version 6.0 04 or higher
• License: x-bees-SuperBee

Events sending / data gathering should be enabled in WMS -> PBX -> Features -> Cloud Analytics. It is automatically activated 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).

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• SuperHopper+AI

How to access

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hoppers Agents Stats

To access CDR-Viewx-hoppers Agent Stats report:

• Go to Analytics -> on the Home or the Liveboards tab, select CDRView X.X, where X.X is a version

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View Different Charts

x-bees CDR-View provides the report data in different charts and you can easily navigate between them by choosing the necessary tab: 

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The following views are available: 

• Data Grid

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In the column with the sound icon, you can download call recordings:

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• Line Chart
  

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• Area Chart
  

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• Pie Chart

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• Bar Chart

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• Column Chart 

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• Timeline Column Chart
  

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• Call Distribution Map
  

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Call Quality

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Filter Report Data 

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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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The filters include:

• Direction: choose if you want to see inbound, internal, or outbound calls
• Service: select the services (Call groups) you want to be displayed
• Talk Time: select talk time (currently, the filter is available in seconds)
• 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:
  • Tab Rolling: 
    • Yesterday
    • Today
    • This (minute(s), hour(s), day(s), week(s), month(s), quarter(s))
    • Last (number of minute(s), hour(s), day(s), week(s), month(s), quarter(s))  
    • Before (<)
    • After (>)
    • On or after (≥)
    • On or before (≤)
    • Week to date
    • Month to date
    • Quarter to date
  • Tab Fixed:
    • Between / Not in between
    • On (=) / Not on (!=)
    • In month and year
    • In quarter and year, etc. 
      
• 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 to filter all incoming and outgoing calls to the selected number/ extension
• Department: select the necessary department(s) of PBX users
• 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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Save filter settings 

Add a new view

After you've applied filters to the report, you can save the filter settings:

1. Click on the button Save view to the left of the filters panel:

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2. Enter the view name, choose if you want to make it available for other users and click Save:

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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): 

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Here you can also switch to another saved view if available. 

Manage views

Click on the button to the left of the filters section on the top (1) and select Manage views (2): 

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Filter data via values in the report

Starting from WMS 6.04, it is possible to filter report data by choosing necessary values right on the report:

1. Select the item you want to filter data by (e.g. Internal calls as on the screenshot below)

2. Right-click on it and press Filter:

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The report is then filtered by the parameter you have just chosen:

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You can select multiple filters if required (select the item on the report -> right-click on it and press Filter again).

To clear the filters, click Clear all at the top:

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Choose time bucket / filters / sorting via the charts 

You can also choose time bucket, apply filters or apply preferable sorting directly on the charts. For this, click on the top bottom button (1) and select the option you need (2) (in our example on the screenshot below it is "Time Bucket"): 

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Schedule Reports

Create scheduled report

CDR-View allows you 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): 

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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

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• Recipients: you are automatically added as recipient of the report. You can also add other users or groups to send the report to

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):

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Click More (three dots) next to the necessary report, where you get the following options:

• Pause
• Edit
• View run history 
• Delete 

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• x-hoppers: Agent Stats:

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View x-hoppers Analytics

Agents report

In the Agents section, you can find the data about how long each agent was in the conference, when agent joined the conference, how long was the talk time, etc.

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The following data is available:

• Time in conference: the total time spent in conference, which includes both wait and talk time, rounded to minutes
• Wait time: time in conference when agent(s) put the conference on hold (e.g. to participate in a call)
• Talk time: time when agent was talking 

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• Date (1): the date for which the statistics is gathered 
• Conference ID (2): includes PBX serial and the number of the number of the conference/ store number 
• Agent name (3): name of the agent that participate in the conferences

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When you click on an agent, you can see how many times the agent joined the conference within the date and at what time:

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By default, the data is grouped by date. If you want to group the data e.g. by conference ID, change the order of the columns by drag and dropping the Conference ID column to the left:

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Daily Active Conferences

To the right of the Agents section, you can find Daily Active Conferences block which displays the number of active conferences daily:

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Daily Active Agents

Under Daily Active Conferences, you can find Daily Active Agents block, which displays the number of active agents daily for the whole company:

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