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📋 What’s about
These features are available only on New Client Experience and
itthey must be enabled on the license side.
On old
installations, to use
thesethis kind of
featuresfeature, it's necessary to run the script below during the upgrade on the same machine you already use (
in orderto add rules to the proxy).
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 the scriptit, 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. |
📞 Calls Inspector
Calls Inspector allows to view calls interactions detail 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 add a select the pop-up filter panel and by default when you open this page, there is a filter applied on the current month. which will disappear by clicking on Apply filters
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Calls Inspector launch launches a query on the report_calls table, while Queues Inspector queries the report_queues table. |
First of all, you set a date filter:
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Remember that on date range filter, you can’t exceed |
calendar month limit, so if e.g. you try to set 10 May-22 June, the system resets the filter, entering the calendar month corresponding to the final date entered (1-22June). |
to better manage database queries and avoid blocks, the tables are divided by month with the relative calls. |
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’s It also present 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. multi 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.
So when the system queries the table and shows the filtered calls, it displays a subset of records of the report_calls table.
You can export the filtered view, by clicking on the Export button and the output will contain the filtered records because it takes into account the filters entered.
The created export file (csv, excel or pdf format) will be available in the Analytics → Reports → Motion Reports (Motion Reports/Voice/Calls)
The exported file can be downloaded from Analytics → Extracted Reports section
🔁 Queues Inspector
This page is available only on New Client Experience and it works as Calls Inspector, but it analyses Voice Queue data.
So applying filter, You can select the pop-up filter panel which will disappear by clicking on Apply filters. So you can see columns with all queues 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 a subset of records of the report_queues table.
You can export the filtered view, by clicking on the Export button and the output will contain the filtered records because it takes into account the filters entered.
The created export file (csv, excel or pdf format) will be available in the also in Analytics → Reports → Motion Reports
The exported file can be downloaded from Analytics → Extracted Reports section.
➡️ 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.