XCALLY section | Voice → Calls Inspector Voice → Queues Inspector | ||||||||||||||
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📋 What’s about
These features are available only on New Client Experience and they must be enabled on the license side.
On old installations, to use this kind of feature, it's necessary to run the script below during the upgrade on the same machine you already use (to add rules to the proxy).
Calls Inspector and Queues inspector allows to view call/queues interaction details. They can also be considered like a “debug tool” to investigate problems.
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Calls Inspector launches queries on the |
To sum up:
➡️ The results from the Calls Inspector will provide information about the calls, including its start and end times.
➡️ The results from the Queues Inspector will provide detailed information about the call and its status in the queue. For example, it will show the call moving from the Support Queue to the Sales Queue, with more rows detailing the same call at each stage.
Requirements
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To avoid issues, we recommend to launch the script while agents and users are not logged in the system and consider that, by running it, a new NGINX configuration file will be installed while the old client configuration file will be saved as backup at the path indicated in the script. Any custom changes made by the user will not be automatically carried over. |
📞 Calls Inspector
Calls Inspector allows to view call interaction details (when the call has arrived, on which queue, call status, agent which managed the call, disposition) when an issue occurs (it can be considered like a “debug tool” to investigate the problem.
You can select the pop-up filter panel which will disappear by clicking on Apply filters
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Calls Inspector launches a query on the report_calls table, while Queues Inspector queries the report_queues table. |
First of all, you set a date filter:
When you access the section Voice → Calls Inspector you get by default the list of calls of the current month and their details:
uniqueID
created at
type
agent internal
source
destination
company
alias
start time
answer time
end time
duration
billable seconds
MOH time
first, second and third disposition
contact ID
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This visualization is available from XCALLY version 3.47.0 |
You can search data and apply various filters to find the calls that you need to analyze, by clicking on the filter icon in each column of the list.
For instance, you can modify the "Created at" dates by selecting new dates or a preset range (today, yesterday, this week, last week, this month, last month) from the calendar and then clicking "Apply."
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Remember that on date range |
At this moment, even if you choose a theme colour, the calendar remains blue (not considering the selected colour)
Applying filter, you can see columns with all calls details (unique id, record date creation at hangup, call type that can be internal, inbound or dialer or outbound, agent…):
It also presents a tooltip for each filter with a quick description of the different fields, so you can know what the filter is for and the filter type (e.g. select/range/min-max value…).
Moreover, a column can have more than one filter, e.g. we insert 2 inputs for range on numeric fields like duration call (expressed in seconds) where there is a field for minimum value and a field for maximum value.
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Additionally, for some filters, you can set multiple values, such as for call duration (expressed in seconds). In this case you can insert 2 inputs to define a numeric range between a start and end value.
After you completed the filters selection, you can see the list of filtered calls, that is a subset of records of the report_calls table.
The created export file ("Generate Report" button in the top-right corner of the web interface. A popup will appear, allowing you to define a name for the report and choose the output format (.csv, .xlsx, .pdf).
The file (in csv, excel or pdf format) will be available in Analytics → Reports → Motion Reports (Motion Reports/Voice/Calls)
The exported file can be downloaded from Analytics → Extracted Reports section.
🔁 Queues Inspector
This page section is available only on exclusively in the New Client Experience and it works as operates under the same logic as the Calls Inspector section, but it analyses Voice Queue data.
You can select the pop-up filter panel which will disappear by clicking on Apply filters. So you can see columns with all queue details (unique id, record date creation, queue type, queue, agent…):
When you launch a query, the system shows the filtered queues and it displays analyzing Voice Queue data.
When you access the section Voice → Queues Inspector you get by default the list of Queue calls of the current month and their details:
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This visualization is available from XCALLY version 3.47.0 |
You can search data and apply various filters to find the Queues information that you need to analyze, by clicking on the filter icon in each column of the list.
For instance, you can modify the "Created at" dates by selecting new dates or a preset range (today, yesterday, this week, last week, this month, last month) from the calendar and then clicking "Apply."
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Remember that on date range filters, you can’t exceed calendar month limit. If e.g. you try to select 10 May-22 June, the system resets the filter, entering the calendar month corresponding to the final date entered (1-22 June). If you try to exceed the calendar month range, the system shows you a warning |
Additionally, for some filters, you can set multiple values, such as for MOH time (expressed in seconds). In this case you can insert 2 inputs to define a numeric range between a start and end value.
After you completed the filters selection, you can see the list of filtered calls, that is a subset of records of the report_queues table.
The created export file (
"Generate Report" button in the top-right corner of the web interface. A popup will appear, allowing you to define a name for the report and choose the output format (.csv, .xlsx, .pdf).
The file (in csv, excel or pdf format) will be available also in Analytics → Reports → Motion Reports
The exported file can be downloaded from Analytics → Extracted Reports
➡️ So the result of Calls Inspector will be information about call (when it started and ended)
➡️ The result of Queues Inspector will be information about the call and what happened (for example call passed on Support Queue → then on Sales Queue… so you have 2-3 rows about the same call with details section.