x-bees Analytics

Introduction 

x-bees Analytics 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 Analytics tool can perfectly address whatever need you may have.

Requirements

• WMS version 6.01.20220621.2 or higher on a standalone PBX or a whole WMS Network
• License: x-bees-SuperBee
  
  

How to access

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

Here, you can find 4 tabs:

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

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:

Starting from WMS 6.01.20220621.2 and in case of x-bees-SuperBee license, you can find CDR-View Liveboard in the list of Liveboards:

CDR-View includes pre-configured reports that 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., and analyze the activity of call agents and response groups. For detailed information about requirements, available reports, etc. check out the document CDR-View in x-bees.

Starting from WMS 6.04, there is also x-hoppers: Agent Stats report. The data in the report is displayed only in case of a PBX with x-hoppers licenses and if there were active x-hoppers calls.

Documentation: x-hoppers Analytics.

View a Liveboard

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

Manage Liveboards

Also, you can perform the following actions with a liveboard:

• Clicking on the Star icon next to the liveboard name, you can add it to favorites
• Lock icon indicates whether you have view only or edit access to the liveboard
  
• If you want to share the liveboard with a user or group, click Share button, enter name or email address of user or group you want to share the liveboard with, select access right and click Share: 
  
  
   
• Clicking More (three dots) button (1), you get access to the following options (2):
    
  • Rename (edit access required)
  • Make a copy
  • Download PDF (edit access required)
  • Present
  • Schedule
    Liveboard scheduling allows to configure reports to be sent to email(s) at specified interval: 
    
    
    
  • Manage schedules
  • Export TML 
  • Request verification (edit access required)
  • Show Liveboard details
  • Delete (edit access required)
    

Add visualizations

In case you’ve created a liveboard, but there are not answers yet, click the Search data button:

A Search field appears and you can start exploring the data you need. The same functionality described in the Search section of this guide is available on Liveboards tab. 

Also, you can pin visualizations to the liveboard when you view an answer on the Search/ Answers/ Home tabs.

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. Besides viewing its details, using the Explore this data panel on the right, you can modify the answer by applying additional filters, adding/ replacing columns, choosing data for comparison:

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
• Calls
• Conferences
• Connect time
• Conversation ID
• Conversations
• Date
• Department
• Direction (values: inbound, internal, outbound)
• Duration
• Email 
• Hangup (values: callee, caller)
• Maximum duration
• Name

• Remote Country
  

  Note: The following standard is used for country codes: ISO 3166-1 alpha-2. E.g.: IT, DE, US.

• Role (values: agent, client)
• Serial
• Service
• Session ID
• Speaker Time
• Status (values: completed, missed)
• Subject
• Talk time
• Time 
• Total duration
• Total talk time
• Trunk
• Type (values: call, conference)
• Voicemails
• 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, start typing "last" 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 (3) in the Search field. 

Display totals

To have total numbers displayed at the bottom of the report, click Edit chart configuration (1) -> go to Settings (2) -> enable the checkbox next to Column summary (3):

For non-numeric values it is possible to choose if you want to see Total Count or Unique Count (set by default):

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 Answers tab.

Pin an answer  

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

1. Click on the Liveboard name next to the Pin button to select the Liveboard you want to pin the answer to: 
   
   
   
2. Search for the necessary Liveboard or create a new one:
   
    
3. 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 Search section of this guide:

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: service != {null}.

Period

In / Not in