x-caracal documentation

Important for users who upgraded their PBX to WMS 6.03!

After the upgrade, you need to set ACL rule "Can use x-caracal" for all users who need access to x-caracal as by default the access is forbidden.

On this page, you can find documentation about x-caracal–the Wildix ACD Stats that provides you with all the data you need to stay in control of your business.

Created: March 2021

Updated: October 2024

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


Datasheet

x-caracal - Care for and control the performance of your sales team

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Introduction

x-caracal is the light, agile and effective ACD stats solution that provides you with all the data you need to stay in control of your business. ACD stats enable businesses to measure their sales performance, improve the customer service levels, and take data-driven decisions.

Unlike other ACD stats, x-caracal is:

  • Light: browser-based and cloud-hosted, no installation is required
  • Agile: provides you with constant feedback on the quality of your customer interactions and what needs to be improved
  • Effective: fully integrated into the Wildix communication system, and monitors all agents’ devices including mobile.

x-caracal is a built-in Business Intelligence tool that helps you minimize time-wasting activities and focus on increasing customer satisfaction and sales.

Requirements 

  1. WMS 5.03 or higher
  2. 1 Premium license (for the manager) + a minimum of 10 Business/ Premium licenses (for the agents) in case of Collaboration or:
    1 x-bees-SuperBee (for the manager) + a minimum of 10 x-bees-Standard/SuperBee licenses (for the agents) in case of x-bees
  3. Cloud or Virtual PBX 
  4. Recurrent fee per each PBX (both for standalone PBXs and in case of WMS network) 
  5. ACL rule set for all users who need access to x-caracal:
    1. prior to WMS 6.03: ACL rule "Can use CDR-View"
    2. starting from WMS 6.03: ACL rule "Can use x-caracal"

Notes:

  • At least 1 Premium and at least 10 Business licenses are required for the activation
  • Each user with Premium license gets access to x-caracal
  • Only call events generated by users with Business/ Premium licenses are logged by x-caracal (each call agent needs at least a Business license)
  • 1 Premium license allows you to monitor up to 50 call queues (Call groups)
  • Virtual PBX requirements: 
    • minimum: 2vCPU, 2GB RAM
    • recommended: 2vCPU, 4GB RAM or higher, depending on number of users/ load
    • MYSQL server to set up x-caracal database
    • MYSQL v. 5.7 or higher (or MariaDB v. 10.2 or higher)
    • MYSQL user should have Database-specific privileges to be able to create, read, update, delete the database

      Don't create the Database manually, with the specifics permissions to create, it is automatically done during x-caracal initialization.

    • The following mods shouldn't be used on MYSQL server: ONLY_FULL_GROUP_BY, NO_ZERO_IN_DATE, NO_ZERO_DATE

Note: Starting from WMS 6.04.20230815.1, x-caracal is also available from x-bees. 

To open it, go to x-bees Analytics -> next to Analytics at the top of the page, click More -> select x-caracal

Documentation: x-bees documentation.

Activation

To activate x-caracal, you need to purchase a dedicated service fee in Salesforce Partner Community and then enable x-caracal in WMS.

Note: If you have previously requested x-caracal activation, you only need to take Step 1.


Take the following steps to proceed with the activation:

Step 1. Purchase x-caracal in Salesforce Partner Community

  1. Access Salesforce Partner Community
  2. Choose the necessary Project (for information on how to create and manage projects, check out the Projects section of the Salesforce Partner Community Guide)
  3. On the Project page, click the Create Quote button:

    Note: For Customers with already active PBX license, you need to create Change Order Project (for details, check out the Salesforce Partner Community Guide). Once created, click Create Quote in the Change Order Project.


  4. When filling out Quote details, in the General Questions section, in Additional Configuration field, make sure to select License Upgrade


  5. In the License Upgrade section, select Yes in front of x-caracal:

  6. Fill out other Quote sections if needed and proceed with the Quote creation
  7. Create Order from the Quote and confirm it (please follow instructions from the guide Salesforce Partner Community Guide 

Note for VM/HW PBXs: you can purchase and activate x-caracal service only on Virtual PBX, it cannot be activated on Hardware PBX.

Step 2. Enable x-caracal in WMS 

Cloud PBX activation

To activate the service on Cloud PBX, proceed with the step described below.

Note: Your Cloud PBX should be upgraded to WMS v 5.03.20210729.2 or higher.

  • Go to WMS Settings -> PBX -> Integrations
  • Proceed to Analytics tab
  • Tick off Enable checkbox
  • Click Save


Virtual PBX activation

To activate the service on Virtual PBX, proceed with the step described below.

Note: Your Virtual PBX should be upgraded to WMS v 5.03.20210826.1.

Virtual PBX limitations

x-caracal settings are not reset when:

  • resetting PBX to factory defaults
  • restoring from backup


  • Go to WMS Settings -> PBX -> Integrations
  • Proceed to Analytics tab
  • Tick off Enable checkbox and connect to MYSQL server by entering Host, Database name and credentials to set up x-caracal database

    Notes:

    • The following characters are not supported in credentials: $ and # 
    • The Database name field is available starting from WMS 5.04.20220309.1  


  • Click Save 

After x-caracal is activated, you can access it from Collaboration -> Other (expanded) -> x-caracal:



Deactivation 

Starting from WMS 5.04, it is possible to deactivate x-caracal on the WMS side:

Important: Deactivating x-caracal removes both x-caracal service and all its data. 

  1. Go to WMS -> Settings -> PBX -> Integrations 
  2. On the Analytics tab, disable the checkbox in front of the Enabled button under x-caracal and click Save:



  3. Click Delete on the pop-up window that appears to confirm your decision:

Reports

Reports are divided into 5 groups:

  • Realtime - real-time statistics by Queue/ Agent
  • Distribution - call distribution reports by day/ week/ hour/ day of week
  • Answered - detailed information and reports regarding answered calls
  • Unanswered - detailed information and reports regarding unanswered calls
  • Agent - detailed information and reports regarding each Agent activity
  • Setup - settings for assigning specific Agents/ Queues to other users for monitoring

There are also Search option that helps you to find information about any specific call and Filter to display statistics for a subset of Queues and Agents.


All reports can be downloaded in 4 different formats: 

Currently the following statistics are not included into the reports:

  • no outgoing calls
  • no call recordings
  • no tags

Note regarding clearing of old data: by default, the system clears data older than 12 months, if other values are not specified in WMS -> Settings -> PBX -> Call and chat history. Clearing of old data is run at 4 am every day.

Documentation: WMS Settings Menu - Admin Guide: Call and chat history

Setup

Note: This menu is available only for a manager who is a user with "Admin" user type. 

Starting from WMS Beta 6.04.20230724.1, Setup -> Schedules/Alerts menu is available for non-admin users too (see section Scheduled reports).

This menu allows a manager to assign specific Agents/ Queues to other users that they can monitor (see below instructions) and schedule reports (see section Scheduled reports).

All users with Premium licenses are displayed on this page and are automatically synced every 15 minutes. If you need to display any changes immediately, click Sync button.

To assign specific Agents/ Queues, proceed with the following steps:

  • Go to Setup -> Users:


  • Select a supervisor and click Pencil icon to edit a record:


  • Select Agents/ Queues that this user can monitor:


  • Click Save

Current limitations:

1. Users need to log out/ in to Collaboration after a manager applies changes
2. User names are not automatically updated after they are changed in WMS -> Users. To display updated user names:

  • launch the Sync manually or wait 15 minutes for the changes to be synced automatically
  • reload Users page in x-caracal 

Filter

Before proceeding to reports, choose a subset of Queues and Agents to display statistics for. Date range and time frame also need to be specified. 

Once the selection is done, you can get the reports by clicking Display report and navigating to the desired tab. 



Notes:

  • The selected date/ time range is very important. All report data that you run are related to this date/ time range. So, it is possible to look at all reports for any given date/ time specified.

    Example; daily report, weekly report monthly report, or even reports for a portion of the day such as 9am until noon. This allows you to evaluate distribution and performance over any given date/ time.  In addition, some reports can be grouped by periods (e.g. daily, weekly, etc). So, it’s possible to select a date/ time range of the entire year, then group by week. This is a very useful approach to see trends over long periods.

  • Starting from WMS 5.04, depending on the PBX load, the following limits for maximum allowed days range apply when generating reports:
    • Less than 500K records - max 180 days
    • 500K - 700K records - max 120 days
    • 700K - 900K records - max 60 days
    • 900K and more - max 31 days
      Note: It is possible to set custom limit using custom config parameter. Documentation: Custom config parameters List - x-caracal

Search helps you quickly locate records you are interested in. You can apply several filters at the same time.



  • Date: a date range can be specified to filter out calls
  • Queue: specify Queue name/ ID
  • Agent: if you are interested in info related to certain Agent, type Agents name/ extension
  • Event: when you are particularly interested in certain event, filter by event
  • Wait Time: search for calls that were waiting X amount of time
  • Talk time: filter calls that lasted X amount of time. This is useful for finding calls that took too long or perhaps that did not last long enough. Both conditions are possible indicators of issues
  • Number: If all you have for a certain call you are interested in is the caller id number, that is all you need

Events

When a call enters the system, it generates several events indicating its status. Below you can find the list of common events:

Event

Description

ABANDON

A caller hung up before being answered

COMPLETEAGENT

A caller was connected to an agent, and the call was terminated normally by the agent
COMPLETECALLERA caller was connected to an agent, and the call was terminated normally by the caller

COMPUTED END PAUSE

Emerges if there is no end pause event, for example, if an agent goes from being in a pause state to being available without a pause event being triggered. In this case, the system will compute this event starting from the last event of the pause period. For example, an agent goes into a break at 5 pm, and there is no pause event recorded when the break ends; the computed end pause will be recorded at the same time as the next event received
COMPUTED END SESSION

Emerges if there is no end session, eg, for static members because they don't log off. In such case, the system computes this event starting a session from the last event of the day. For example, an agent takes a break at 5 pm so the computed start session will be recorded at 5 pm

COMPUTED START PAUSE

Emerges if there is no start pause event, for example, if an agent goes from being available to being in a pause state without a pause event being triggered. In this case, the system will compute this event starting from the first event of the pause period. For example, an agent goes into a break at 12 pm, and there is no pause event recorded at that time; the computed start pause will be recorded at 12 pm.
COMPUTED START SESSION

Emerges if there is no start session, eg, for static members because they don't log in. In such case, the system computes this event starting a session from the first event of the day. For example, an agent answers a call at 9 am, so the computed start session will be recorded at 9 am

CONNECTA caller was connected to an agent