Conversations Analytics in x-bees

Introduction 

ChatView in x-bees allows you to view information about conversations of PBX agents with external users.

Requirements

• WMS version 6.0X on a standalone PBX or a whole WMS Network
• License: x-bees-SuperBee

• 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 ChatView 

To access ChatView Liveboard:

• Go to Analytics -> on the Liveboards tab, select ChatView:
  
  
  

View Different Charts

x-bees ChatView Liveboard provides the report data in different charts and you can easily navigate between them by choosing the necessary one: 

The following views are available: 

• Data Grid includes such information:

  • Date
  • Name and link to the conversation: when clicking on the conversation link, you can join the conversation, if necessary ACL is in place (ACL Intrusion - Group)
  • Direction: inbound or outbound
  • Duration: duration of the conversation
  • Attendees: number of attendees
  • Attendees List: participants of the conversation

  
  
  

• Line Chart:
  
  You can change the time bucket by clicking "Daily date" at the bottom of the chart to get a weekly, monthly, quarterly, or annual report. To switch between Unique or Total session ID count display by clicking Unique Count Session ID -> Aggregate at the left of the report. 
  
  
• Area Chart:
  
  

You can change the time bucket by clicking "Daily date" at the bottom of the chart to get a weekly, monthly, quarterly, or annual report. To switch between Unique or Total session ID count display by clicking Unique Count Session ID -> Aggregate at the left of the report. 

• Pie Chart

• Bar Chart

• Column Chart 

• Timeline Column Chart
  

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/ outbound conversations (2):

The filters include:

• 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. 

• Direction: choose if you want to see inbound or outbound conversations
  

• Status: choose if you want the report to display completed or missed conversations
  

  Note: In case a client or an agent wrote a message and there was no reply within 30 minutes, the conversation status is missed. Conversation with no agent reply is considered missed inbound, with no client’s reply - missed outbound.

• Name: select the user(s) to be included in the report

• PBX Department: filter the data by choosing the preferred department 
• Service: select the services you want to be displayed
• Channel Subject: filter the report by conversation name
• Duration Filter: filter data by conversation duration (e.g. less than 10 seconds, up to 5 minutes/ 30 minutes etc.)
• Timezone: choose the timezone
• Group by: choose if you want to group the data by Status, Direction, Service. 

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 filters panel:
   
   
   

2. Enter the view name and click Save:
   
   
   

   Note: The option "Make view available to all users" is greyed out and not available for the ChatView report.

Change view

The next time you open the Liveboard, 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 (1) and press Reset Liveboard (2):

Here you can also switch to another saved view if available. 

Manage views

Click on the button to the left of the filters section on the top (1) and select Manage views (2): 

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

Filter data via values in the report

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. Missed status 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:

Schedule Reports

Create scheduled report

You can configure scheduled reports and have them sent to email(s) at a 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

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

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

Click Save to save the scheduled report.

Manage scheduled reports

To manage your scheduled reports, click the More (three dots) button and choose Manage schedules:

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.