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Info

On this page, you can find detailed description of ChatView Liveboard in x-bees, available reports and filters.

Created: October 2024

Permalink: https://wildix.atlassian.net/wiki/x/FoCZMQ


Table of Contents

Introduction 

ChatView in x-bees allows you to view information about conversations of PBX agents with external users.

Requirements

  • WMS version 6.0X on a standalone PBX or a whole WMS Network
  • License: x-bees-SuperBee

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  • 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).
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. 

How to access ChatView 

To access ChatView Liveboard:

  • Go to Analytics -> on the Liveboards tab, select ChatView:



View Different Charts

x-bees ChatView Liveboard provides the report data in different charts and you can easily navigate between them by choosing the necessary one: 

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  • Data Grid includes such information:

    • Date
    • Name and link to the conversation: when clicking on the conversation link, you can join the conversation, if necessary ACL is in place (ACL Intrusion - Group)
    • Direction: inbound or outbound
    • Duration: duration of the conversation
    • Attendees: number of attendees
    • Attendees List: participants of the conversation



  • Line Chart:

    You can change the time bucket by clicking "Daily date" at the bottom of the chart to get a weekly, monthly, quarterly, or annual report.     To switch between Unique or Total session ID count display by clicking Unique Count Session ID -> Aggregate at the left of the report. 

  • Area Chart:


You can change the time bucket by clicking "Daily date" at the bottom of the chart to get a weekly, monthly, quarterly, or annual report. To switch between Unique or Total session ID count display by clicking Unique Count Session ID -> Aggregate at the left of the report. 

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  • Column Chart 

  • Timeline 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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For most filters, you can choose either to include or exclude data: 

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 and click Save:

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    Note

    Note: The option "Make view available to all users" is greyed out and not available for the ChatView report.



Change view

The next time you open the Liveboard, 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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On the Manage views screen, you can rename the view or delete it:

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Filter data via values in the report

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. Missed status 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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Schedule Reports

Create scheduled report

You can configure scheduled reports and have them sent to email(s) at a 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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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 conferences), we recommend using CSV format.
  • 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

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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

Note

Note: 

  • Users may not appear in the Recipients drop-down list unless they open 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.

Manage scheduled reports

To manage your scheduled reports, click the More (three dots) button and choose Manage schedules:

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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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In case of pausing a scheduled report, its status changes to Paused. You can resume the scheduled report any time. 

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