x-bees Statistics

Introduction 

x-bees statistics is an advanced yet easy-to-use analytics tool, which lets you monitor all the data you need to always stay on top of your business. With x-bees, you are not limited to a predefined set of data tables and charts. On the contrary, you set them up yourself choosing the data you are interested in and customizing tables and charts to your personal liking. This means x-bees statistics tool can perfectly address whatever need you may have.

Requirements

• WMS version 5.04 or higher
• Licenses ? - premium?

How to access

To access x-bees statistics, click on the Statistics button on left-hand part of the screen:  

Here, you can find 4 tabs:

• x-bees Statistics: the list of saved and trending Liveboards and Answers, metrics watchlist 
• x-bees Statistics: allows to search for data, configure the view of charts and tables containing the search results, save them to Answers and Liveboards, etc.  
• x-bees Statistics: the list of saved Answers (the results of your search)
• x-bees Statistics: a collection of answers in a pinboard (dashboards) that you use most often in your analytics purposes 

Home

On the Home tab, you can see: 

1. Search field that allows to look for necessary data. Refer to Start a new search sections of this guide for more details. 
2. Watchlist with personalized set of metrics you choose to monitor
3. List of saved answers and liveboards, which you created or which were shared with you or with a company you belong to
4. Trending Liveboards
5. Trending Answers

Navigate the list of Answers and Liveboards

To easily find the necessary data, you can:

• Switch between tabs All/ Answers / Liveboards
• Filter answers and liveboards by tags and authors
• Click on the star icon next to the necessary answer/ liveboard to add it to favorites
• Toggle the switch on next to My favorites option to have only favorite answers/ liveboards displayed
  
  

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 and Share: 

To share reports with others, click Share -> enter name or email of a user or group -> add message if required -> press Share:

Add metrics to watchlist

To always have metrics you constantly monitor within an easy reach on Home tab, click Add metrics to your watchlist: 

On the window that pops up, choose the necessary Liveboard (1), select the metrics you want to add (2) from this liveboard, click Add metrics (3): 

Search

On the Search tab, you can type in the search bar what information you want to explore and x-bees returns the search results 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

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:

• average duration
• callee
• caller
• connect time
• conversation id
• conversations
• direction (values: inbound, internal, outbound, trunk2trunk)
• domain 
• duration
• email 
• flags
• hangup (values: callee, caller)
• name
• role (values: agent, client)
• serial
• service
• status (values: answered, unanswered)
• subject
• tags
• talk time
• time 
• total duration
• type (values: call, conference)
• wait time

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 

1. Click Search on the top navigation bar.
   

2. Start typing your search request, using necessary data items and keywords.
   Alternatively, you can double-click on the preferred data items on the left-side panel and they are automatically added to the Search field. To add multiple items, click on the necessary items to select them and press + Add Columns:
   
   

   Note: Typing in your search query, you may notice that search items are of different colours: 

   • blue = attributes: primarily text or date values. Usually, attributes make up the x-axis of your chart. Examples: caller name, call status, etc.
   • green = measures: numeric values, e.g. duration of a call 
   • grey = filters, e.g. outbound, inbound

   
   

   
   

   3. Once your search query is ready, press Enter on keyboard, or click Go to the right of the search bar:

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, it is highlighted, and x-bees displays other suggestions from which you can choose to replace the highlighted phrase. If, say, you want the same data to be displayed not for today only, but for last week, for example, 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. Also, you can merge phrases without breaking the search. 

Also, you can add data items to your search request by selecting relevant items on the left (1) and click Add columns (2). Once added, click Go in the Search field. 

View query details

To view details of the query, click on the Query details button (info icon) on the right:

Change display of an answer

Switch between table/ chart view

You can change the view of your answer so it appears as either a table or a chart. To change the view of your answer, toggle between either a table or a chart type: Your search needs at least one attribute and one measure to be presented as a chart. When you display your data as a chart, x-bees automatically selects the type of chart that works best for your data. If you want to use another type, click Change visualization (chart icon) on the right:You can choose from a large number of chart types, each providing a different visualization for your answer. Select the type of chart you want:

Edit chart configuration

If you are not fully satisfied with how the chart looks like, you can easily modify it:

1. Click the Edit chart configuration button on the right
2. Configure which columns should be presented on X-axis or Y-axis, or modify other parameters presented in the settings:
   
   

For example, for better visualization, let's slice the chart with color, for different services to be displayed with different colors on the chart. For this, we drag and from the service box under Slice with color option (1) and the chart changes its view to the following:

Drill down chart item

In the example on the screenshot above, we searched for unanswered incoming calls this month by service and chose the data to be displayed in a stacked column chart. 

If, say, you need a more detailed information regarding any of the service/ group displayed in the chart, right-click on the necessary item on visualization (1) -> choose Drill down (2):

In the Drill down pop-up screen, choose the data you want to explore:For example, if you select the option caller, x-bees returns the list of phone numbers, whose calls were missed by the chosen group, and how many calls were missed by each number: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 row values:

1. Right-click the necessary item on visualization or table cell
2. Click Exclude "value" or Only Include "value" if available

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.

1. Click on the More (three dots) button at the top and choose Save:
   

2. Enter name and description and click Save answer:
   
   

   The saved answer is added to the x-bees Statistics tab.

Pin an answer  

1. To add an answer to Liveboards tab, which contains a collection of answers in a pinboard (dashboards) view, click Pin:

2. Enter name and description (if required)

3. Choose an existing liveboard or create a new one

4. Click Pin:

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 or a company you belong to.

If you tick the checkbox next to an answer, the following buttons appear above the answers list:

• Share: allows to share the answer with other users or groups
• Delete (personal answers only): deletes the answer
• Apply Tag (personal answers only): allows to tag the answer
• Export TML: uploads the answer in .tml file
• Edit TML: opens TML editor
  
  

Clicking on an answer, it opens in a table/ chart view with the same editing options described in the x-bees Statistics section of this guide:

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 with you or a company you belong to:

View a Liveboard

Click on the necessary Liveboard from the list to see its details: 

You can perform the following actions with a Liveboard:

• Clicking on the Star icon next to Liveboard name, you can add it to favorites. 
• Lock icon indicates whether you have view only or edit access to the Liveboard.
• Schedule button allows to configure reports to be sent to email(s) at specified interval
• If you want to share the Liveboard with a user or group, click Share icon. 
• Clicking More (three dots) button (1), you get access to the following options (2):
  • Make a copy
  • Add filters
  • Configure filters
  • Copy link
  • Present 
  • Manage schedules
  • Export TML 
  • Update from TML (edit access required)
  • Edit TML (edit access required)
  • Liveboard info

Add visualizations

In case you’ve created a Liveboard, but there are not answers yet, click Add visualizations:A Search field appears and you can start exploring the data you need. The same functionality described in the x-bees Statistics section of this guide is available on Liveboards tab. 

Also, you can add visualizations to a liveboard by clicking Pin when you view an answer on the Search/ Answers/ Home 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 and besides viewing its details. Also, using the Explore this data panel on the right, you can modify the answer by applying additional filters, adding/ replacing columns, choose data for comparison:

Keyword reference

Keywords help to define a search.

General

Date

Time

Text 

Number

Comparative

You can use special constants for null and empty values with the = and != keywords: {null} and {empty}.

For example: customer name = {empty} or service != {null}.

Period

In / Not in