Cloud Analytics (CDR-View 2.0) in Collaboration

Owned by Tatiana Bieliakova
Last updated: Oct 15, 2024

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

Updated: October 2024

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

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 6.03.20230630.3 or higher on a standalone PBX or a whole WMS Network

  • 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

Note:

  • Analytics data is stored in the AWS datacenter in the region where the PBX is located.
  • Analytics is not available if Collaboration is opened via iframe. 
  • Analytics is not available if there is any licensing issue on the PBX. To enable Cloud analytics, there should be a valid license set, complying with the rule: 1 Customer = 1 set of licenses = 1 WMS Network.

Events sending / data gathering should be enabled in WMS -> PBX -> Features -> Cloud Analytics. Starting from WMS v. 6.06.20240530.1, it is activated by default on all types of PBXs.

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.
  • On WMS versions prior to v. 6.06.20240530.1, Cloud Analytics is enabled by default 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).

How to access Analytics

To access Analytics, click on the Analytics button 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: 

  • Home: the tab displays call distribution by countries, by status and direction:


  • Simple Grid: includes such data as date, number/ extension, name, direction, status, talk time, etc. 


    Note: 

    • Part refers to the number of transfers, starting from 0. First part of a call is a 0 transfer, the next on is the first transfer (Part=1), etc.
    • Ring Time displays the time when an agent is being called. In case of a call group, if at least 1 available agent is called, it is considered ring time. If there are no available members in the call group, it is considered wait time. Wait Time consists of time spent in IVR, listening to announcements, in queue while no agents are available, and time when the call was put on hold.


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