Cloud Analytics (CDR-View 2.0) in Collaboration

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

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).

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: 

• Data Grid
  
  

  Note: 

  • Flow id is the unique identifier of a call, including all call transfers. 
    For example, you see a call that consists of multiple parts and want to filter all its parts. You can use Flow id for this.
  • 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.
  • In the Flags column, call flow is marked with flags (which act like tags). Currently, the following flags are available: voicemail, wizyConference, pbxConference, mobility, fax.
  • The columns From MOS / To MOS (the Mean Opinion Score) display the caller / callee overall voice call quality. MOS is a rating from 1 to 5 ( 1 = the lowest score, 5 = the highest score), which is standardized by the International Telecommunications Union ITU-T. Note: Currently, MOS may not be counted for some calls, which should be improved in future releases. 
  • Service Number column displays a) for an incoming call: the phone number of the trunk a customer called to b) for an outcoming call: the phone number of the trunk via which the outcoming call was made and which is displayed to a customer. For internal calls, the value is Null. Service Number column is available starting from WMS 6.04. 
  • Ring Time displays the time when no one has picked up the call yet. Wait Time displays the waiting time (in seconds) in such cases as call put on hold, IVR etc. 

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

• Agents
  View data grouped by users including the number of calls, talk time and ring time:

• Line Chart
  
  
• Area Chart
  
  
• Pie Chart
  
  
  
• Bar Chart
  
  
• Column Chart 

• Timeline Column Chart
  
• Call Distribution Map
  
  

Filter Report Data 

On the page that opens, you can see a report that displays data according to the filters at the top:

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):

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. 

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 filter panel at the top:
   
   
2. Enter the name of the report with the set of filters you've applied and click Save:

Change view

The next time you open Analytics, 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:

You can switch another view or Revert to default:

Manage views

Click on the button to the left of the filters section on the top and select Manage views: 

On the Manage views screen, you can rename the view or delete it:

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:

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

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:

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) ( in our example on the screenshot below it is "Daily Date"), and select the option you need (2): 

Schedule Reports

Create scheduled report

Collaboration Analytics allows 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): 

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
• Select views: select which reports you would like to receive. In case you have saved views (reports with applied filters), they are available here. 

• Type: choose if you want to receive the report in PDF or CSV

  

  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 calls), we recommend using CSV format.
  • In CSV files, the fields that start with “+” are automatically added a single quotation mark (‘) at the beginning of the field.
  • 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
    • Branding: decide if page number should be included
    • Footer text: enter text for the footer of the report 

  

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

  Note: 

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