Reports

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 CSV, PDF, Excel (XLS), WEB format by specifying the date and time ranges.

The extracted report will be available under Analytics -> 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.

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 (sum, count, avg, max, min, group): to apply one of the available functions for processing string or numeric data 
• Format: to change the format of the column
• 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 (sum, count, avg, max, min, group): to apply one of the available function for performing processing on string or numeric data. 
• Format: to change the format of the column
• 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:

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)

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 (see here), 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)

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.