The Reports section provides you some useful and ready to use reports, with the possibility to customize them according to your needs.
From the same webpage, you can also create New reports, under the Custom reports folder, and import the reports you previously exported in JSON format.
The Reports Section is under the Analytics Menu:
XCALLY Motion provides a number of default reports offering key statistics about the performance of your call center.
You can easily use these reports as they are, or copy and modify them according to your needs.
The default reports are organized in folders and sub-folders under the Motion Reports panel:
When you click on a folder, the list of reports available in that folder are displayed in the right panel. In the picture below, you see for example the list of available reports for the Queues where the Calls are Answered:
There are several reports available for Voice (Queues, Calls, Agents, Cally Square, Recordings), Motion Bull (Queue Campaigns, IVR Campaigns), Chat, Email, OpenChannel, SMS, Fax and Agents.
You can perform the following actions for every default report (click on 
to show the command list):
Copy Report
Copy Report action enables you to duplicate an existing report to another folder.
To copy a report click on Copy Report, specify the name of the report and select the destination folder. The copied report will be available under the selected folder.
Now your report copy is ready to be modified (using the Edit command) and used.
Preview Report
The Preview Report action will display a preview of the report records (only limited) without considering date and time ranges.
Use Run Report action to filter records by date and to see all the report results.
Run Report
Run report action is used to extract the report in CSVin CSV, PDF, Excel (XLS), WEB format by specifying the date and time ranges.
The extracted report will be available under Analytics -> V3 Extracted Reports where you can Download or Delete the file.
Please note that you can also choose the Web format. In this case you can immediately see the resulting rows of the extracted report in a web pop-up:
Export Report JSON
Export Report JSON command is used to download the structure of a report in JSON format.
This can be helpful to replicate the report in another XCALLY Motion server by simply importing the JSON without the need to rebuild the entire report structure.
Custom Reports
In addition to the default reports, XCALLY Motion allows you to create and manage custom reports that are specific to your call center needs.
Click in the Custom Reports panel and click Create Folder to create a folder (you can then Rename or Remove the folder).
Follow the same procedure on the new folder to create a sub-folder.
In the right panel, click on 
to create a New Report. Enter the Name, select a table you want to query and click on Add Report.
Please see Motion DB Tables for further details.
| Note |
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It is not possible to change the table name after the report is created |
You can also import a report in JSON format by clicking on 
After you create your custom report, clicking on 
you can perform the following actions:
Edit Report
After creating or importing a report, you can easily design the query for retrieving data from the database. Click on Edit Report and you will see the following sections:
Settings: to change the report name and description
Fields: to specify the fields of the query whose values you want to fetch
Conditions: to specify a condition while fetching the data from the table
Preview: to preview the outcome of the report
Query: to see the complete query in SQL
Design the query
The fields and conditions sections in the edit view are used for building the query in order to fetch data from the database.
The SELECT statement is used to retrieve data and the basic syntax is as follows:
SELECT field1,field2,fieldN FROM table_name;
Where field1, field2... are fields whose values you want to fetch. A field can be the table's column name or a metric.
For example: In the following query, uniqueid and duration are column names in the table report_call, while AVG(duration) is a metric.
SELECT uniqueid,duration,AVG(duration) FROM report_call;
Add fields
To add a field in the query, go to fields section and click on 
and select the type of the field: Select a column, Select an existing metric or Select a custom metric.
Select a column: is used to select a column of the table whose value you want to fetch. For this type of field, you can specify the following parameters:
Column: column of the table
Alias: name of column that will be displayed on the report
Function: to apply one of the available functions for processing string or numeric data data → https://xcally.atlassian.net/wiki/spaces/XM/pages/1940180155/V3+Reports#Functions-%26-Formats
Format: to change the format of the column column → https://xcally.atlassian.net/wiki/spaces/XM/pages/1940180155/V3+Reports#Functions-%26-Formats
Group by (True or False): to arrange identical data into groups based on the column
Order by (No Order, ASC or DESC): is used to sort the data in ascending or descending order, based on the column
Select an existing metric: is used to select a metric predefined in the metrics section.
Metric: a predefined metric
Alias: name of column that will be displayed on the report
Group by (True or False): to arrange identical data into groups based on the metric
Order by (No Order, ASC or DESC): is used to sort the data in ascending or descending order, based on the metric
Write a custom metric: is used to to write a custom metric
Metric: a predefined metric
Alias: column name that will be displayed on the report
Function: to apply one of the available function for performing processing on string or numeric data . → https://xcally.atlassian.net/wiki/spaces/XM/pages/1940180155/V3+Reports#Functions-%26-Formats
Format: to change the format of the column → https://xcally.atlassian.net/wiki/spaces/XM/pages/1940180155/V3+Reports#Functions-%26-Formats
Group by (True or False): to arrange identical data into groups based on the column. This GROUP BY clause follows the WHERE clause in a SELECT statement and precedes the ORDER BY clause.
Order by (No Order, ASC or DESC): is used to sort the data in ascending or descending order, based on the column
Example:
Adding 3 fields with the following fields configuration:
will result in a 3 column report and the query as shown in the following screens:
Add Conditions
The WHERE clause is used to specify a condition to filter the records and fetch only the necessary data from a table.
A condition is built using table column, comparison or logical operators like >, <, =, LIKE, NOT and a value.
To add a conditions in the query, go to conditions section and click on 
to add a single condition or 
to add a group of conditions.
The logical operators AND/OR define the operator to be applied between multiple conditions.
For example, two conditions with an AND operator as shown in the picture will result in the following Where clause:
WHERE (type = 'inbound' AND source = 1001)
*It's mandatory to put the value inside single quotes ('value') for a string value.
Using group of conditions as shown in the picture will result in the following Where clause:
WHERE (source = 1005 AND (type = 'outbound' OR type = 'inbound'))
Join Tables
The Join function allows to build queries joining tables and retrieving data belonging to the sum of them.
You can use this function and join XCALLY Motion DB Tables, if you have enough experience about DB structure and data queries.
Click on to create a New Report. Enter the Name, select a table you want to query (from the list) and click on the button Select the table to join:
Now you must select the DB table field to join:
where:
Parent Key is the first chosen table field
Foreign Key is the second chosen table field
Join type (select from the list)
| Info |
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Pay attention to join tables on primary or secondary keys like ID fields! |
Save the report and then Edit it in order to add Fields (the system will show all the fields available for each table joined), Conditions and to preview the query results.
| Info |
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See How To Run The Reports on a Replica DB (in this /wiki/spaces/ADWI/pages/1895268383) |
Functions & Formats
XCALLY uses MYSQL Functions → https://dev.mysql.com/doc/refman/8.0/en/functions.html
XCALLY | MYSQL Function | Description |
|---|---|---|
Function | SUM | Return the sum |
Function | COUNT | Return a count of the number of rows returned |
Function | COUNT DISTINCT | Return the count of a number of different values |
Function | MAX | Return the maximum value |
Function | MIN | Return the minimum value |
Function | AVG | Return the average value of the argument |
Function | GROUP_CONCAT (ASC/DESC) | Return a concatenated string |
Format | CONVERT_SIGNED | Cast a value as a signed |
Format | CONVERT_DOUBLE | Cast a value as a |
Format | SEC_TO_TIME | Converts seconds to 'hh:mm:ss' format |
Format | DATE | Extract the date part of a date or datetime expression |
Format | HOUR | Extract the hour |
Format | ROUND | Round the argument |
Format | UNIX_TIMESTAMP | Return a Unix timestamp |