V3 Default Reports
In this section you'll find the list of the Reports immediately available when you install XCALLY Motion.
These Default Reports can be used as they are or copied in the Custom Report area and properly modified according your organization needs.
Anytime you install a new XCALLY Motion server from scratch you'll find these reports in the Motion Reports folder, and a copy of them is also saved in the Custom Reports area, for being viewed and changed by you.
Eventually, if we from time to time issue new reports in a newer version of XCALLY Motion, the update process will not copy them in the Custom area, but just in the Motion Reports area: you can do it yourself anytime using the Copy command.
Voice Reports
In this section you find the Reports useful to monitor the voice channel performance.
Queues
The Queues general reports are:
id | name | description | parent | table | joins | results |
1 | Details | Detailed queues report | motion_voice_queues | report_queue | UniqueId CallerIdNum CallerIdName Queue QueueJoinAt QueueLeaveAt QueueAbandon QueueAbandonAt Complete CompleteAt QueueExit QueueExitAt QueueExitReason DID TalkTime AbandonTime AnswerTime | |
2 | Calls Result | Simple queue calls overview | motion_voice_queues | report_queue | CallerID Queue StartTime EndTime HoldTime Answered | |
17 | Summary | Calls distribution by queue | motion_voice_queues | report_queue | Queue Offered Answered Answer Rate Abandoned Unmanaged Tot TalkTime AvgTalkTime AvgAbandonTime |
Then we have the following other reports grouped by the context of the queue calls management.
Answered
id | name | description | parent | table | joins | results |
3 | Details | Detailed report about answered queue calls | motion_voice_queues_answered | report_agent | UniqueId CallerIdNum CallerIdName Queue Agent AgentCalledAt AgentConnectAt AgentCompleteAt AnswerTime TalkTime AgentACW AgentACWTime AgentComplete HangupReason LastEvent DID | |
4 | Calls by Agent | Agent calls timer Handle time= talk time + ACW time | motion_voice_queues_answered | report_agent | Agent Completed TotTalkTime TotACWTime TotHandleTime AvgTalkTime AvgACWTime AvgHandleTime | |
5 | Calls by Queue | Queue timer Handle Time= Talk Time + AVG TIme | motion_voice_queues_answered | report_agent | Queue Completed Tot TalkTime Tot HoldTime Tot ACWTime Tot Handle Time Avg TalkTime Avg HoldTime Avg ACWTime Avg Handle Time | |
6 | Answer Time by Queue | Queues answer time performance | motion_voice_queues_answered | report_agent | Queue Tot Answered Answered <10s Answer Rate <10s Answered 10-20s Answer Rate 10-20s Answered 20-30s Answer Rate 20-30s Answered >30s Answer Rate >30s | |
7 | Disconnection Cause | Summary of the calls disconnection causes | motion_voice_queues_answered | report_agent | Reason Calls | |
8 | Answer Time by Hour | Answer time by hour | motion_voice_queues_answered | report_agent | Hour Tot Answered Answered <10s Answered 10-20s Answered 20-30s Answered >30s |
Unanswered
id | name | description | parent | table | joins | results |
9 | Details | Detailed report about the unanswered calls | motion_voice_queues_unanswered | report_queue | UniqueId CallerIdNum Queue JoinAt LeaveAt Abandon AbandonAt Unmanaged UnmanagedAt UnmanagedReason QueuePosition DID Abandon Time Unmanaged HoldTime | |
10 | Unanswered by Queue | Unanswered calls summary by queue | motion_voice_queues_unanswered | report_queue | Queue Abandoned Unmanaged Tot AbandonTime AvgAbandonTime Tot Unmanaged Time Avg Unmanaged TIme | |
11 | Unmanaged calls | Unmanaged calls summary | motion_voice_queues_unanswered | report_queue | Reason Calls Tot Unmanaged Time | |
12 | Abandon Time by Queue | Abandon time performance by queue | motion_voice_queues_unanswered | report_queue | Queue Tot Abandoned Abandoned<10s Abandoned Rate<10s Abandoned 10-60s Abandoned Rate 10-60s Abandoned 60-120s Abandoned Rate 60-120s Abandoned>120s Abandoned Rate>120s |
Distribution
id | name | description | parent | table | joins | results |
13 | Calls by Date | Queue calls summary by date | motion_voice_queues_distribution | report_queue | Date Offered Completed Abandoned Unmanaged Tot TalkTime AvgTalkTime AvgAbandonTime | |
14 | Calls by Hour | Calls distribution by hour | motion_voice_queues_distribution | report_queue | Hour Offered Answered Answer Rate Abandoned Unmanaged Tot TalkTime AvgTalkTime AvgAbandonTime | |
15 | Calls by Day | Calls distribution by day of the month | motion_voice_queues_distribution | report_queue | Day Offered Answered Answer Rate Abandoned Unmanaged Tot TalkTime AvgTalkTime AvgAbandonTime | |
16 | Calls by Weekday | Calls distribution by day of the week | motion_voice_queues_distribution | report_queue | DayOfWeek Offered Answered Answer Rate Abandoned Unmanaged Tot TalkTime AvgTalkTime AvgAbandonTime |
Calls
id | name | description | parent | table | joins | results |
18 | Details | Calls detail (cdr) | motion_voice_calls | report_call | UniqueID Type Tag Source Destination CallerID DestChannel LastApp LastData StartTime AnswerTime EndTime Duration Disposition | |
19 | Outbound | Manual outbound calls detailed report | motion_voice_calls | report_call | UniqueID AgentExtension Source Destination CallerId StartTime AnswerTime EndTime Duration Billsec Disposition Tag | |
20 | Calls by Type | Summary report of the calls type | motion_voice_calls | report_call | Type Calls Tot Duration Avg Duration | |
21 | Outbound Calls Disposition | Outbound calls grouped by disposition | motion_voice_calls | report_call | Disposition Calls Tot Duration Avg Duration | |
22 | Outbound Calls by Agent | Summary of outbound calls grouped by agent | motion_voice_calls | report_call | Agent Calls Tot Duration Avg Duration | |
23 | Outbound Calls by Date | Summary of outbound calls grouped by date | motion_voice_calls | report_call | Date Calls Tot Duration Avg Duration |
Agents
id | name | description | parent | table | joins | results |
25 | Activities Summary | Agent's activities report | motion_voice_agents | report_member | Agent Login Time Talk Time Pause Time | |
26 | Pause Details | Agents status details | motion_voice_agents | report_member | Agent EnterAt ExitAt Pause Duration | |
27 | Details | Agent's status detail | motion_voice_agents | report_member | Agent Interface Event Type EnterAt ExitAt Duration | |
28 | Pause Time | Agent's pause time | motion_voice_agents | report_member | Agent PauseType Duration |
Cally Square
id | name | description | parent | table | joins | results |
29 | Summary | CallySquare Summary | motion_voice_callysquare | report_square | Project Name UniqueId CallerId DID Start Time End Time Duration | |
30 | Blocks | CallySquare Blocks Detail | motion_voice_callysquare | report_square_details | Unique Id Project Name Caller Id Block Data |
Recordings
id | name | description | parent | table | joins | results |
31 | Rating by Agent | Records rating by agent | motion_voice_recordings | voice_recordings | Agent Recorded Calls Total Rating Avg Rating | |
32 | Rating by Queue | Records rating by queue | motion_voice_recordings | voice_recordings | Queue Rated Calls Total Rating Avg Rating |
Motion Bull
Queue Campaigns
id | name | description | parent | table | joins | results |
33 | Details | motion_bull_queue_campaigns | cm_hopper_final | Campaign Name CallerIdNum LastCallAt State Global Count Drop Reason BlackList Agent Talk Time Disposition UniqueId | ||
34 | Calls Summary | motion_bull_queue_campaigns | cm_hopper_history | State Calls Calls (%) | ||
35 | Campaign Calls | motion_bull_queue_campaigns | cm_hopper_final | Campaign Name State Total Calls | ||
36 | List Penetration Rate | motion_bull_queue_campaigns | cm_hopper_final | ListId Contacts Managed Penetration Rate | ||
37 | Agent Calls | motion_bull_queue_campaigns | cm_hopper_final | Agent Calls AVG Talk Time | ||
38 | Disposition Rate | motion_bull_queue_campaigns | cm_hopper_final | Disposition Total Total (%) | ||
39 | Agent Disposition Rate | motion_bull_queue_campaigns | cm_hopper_final | Agent Disposition Total Total (%) |
IVR Campaigns
id | name | description | parent | table | joins | results |
40 | Details | motion_bull_ivr_campaigns | cm_hopper_final | Campaign Name CallerIdNum LastCallAt State Global Count Drop Reason BlackList Agent Talk Time UniqueId | ||
41 | Calls Summary | motion_bull_ivr_campaigns | cm_hopper_history | State Calls Calls (%) | ||
42 | Campaign Calls | motion_bull_ivr_campaigns | cm_hopper_final | Campaign Name State Total Calls | ||
43 | List Penetration Rate | motion_bull_ivr_campaigns | cm_hopper_final | ListId Contacts Managed Penetration Rate |
Chat
id | name | description | parent | table | joins | results |
44 | Website Summary | Chat interactions by website | motion_chat | chat_interactions | chat_websites | Web Site Interactions Open Closed Unmanaged Abandoned |
45 | Website Times | Chat interaction times by website | motion_chat | chat_interactions | chat_websites | Web Site Interaction Time AVG Interaction Time |
46 | Chat By Agent | Chat interactions by agent | motion_chat | chat_interactions | users | Agent Closed Interaction Time AVG Interaction Time |
47 | Chat By Date | Chat interactions by date | motion_chat | chat_interactions | Date Interactions Completed Completed (%) Unmanaged Unmanaged (%) Abandoned Abandoned (%) Interaction Time AVG Interaction Time | |
48 | Chat By Queue | Chat interactions by queue | motion_chat | report_chat_queue | chat_queues | Queue Interactions Accepted Timeout Hold Time AVG Hold Time |
id | name | description | parent | table | joins | results |
49 | Email Account Summary | Email interactions by account | motion_mail | mail_interactions | mail_accounts | Email Account Interactions Open Closed |
50 | Email Account Times | Email interaction times by account | motion_mail | mail_interactions | mail_accounts | Email Account Interaction Time AVG Interaction Time |
51 | Email By Agent | Email interactions by agent | motion_mail | mail_interactions | users | Agent Closed Interaction Time AVG Interaction Time |
52 | Email By Date | Email interactions by date | motion_mail | mail_interactions | Date Interactions Completed Completed (%) Interaction Time AVG Interaction Time | |
53 | Email By Queue | Email interactions by queue | motion_mail | report_mail_queue | mail_queues | Queue Interactions Accepted Timeout Hold Time AVG Hold Time |
Openchannel
id | name | description | parent | table | joins | results |
54 | Openchannel Account Summary | Openchannel interactions by account | motion_openchannel | openchannel_interactions | openchannel_accounts | Openchannel Account Interactions Open Closed |
55 | Openchannel Account Times | Openchannel interaction times by account | motion_openchannel | openchannel_interactions | openchannel_accounts | Openchannel Account Interaction Time AVG Interaction Time |
56 | Openchannel By Agent | Openchannel interactions by agent | motion_openchannel | openchannel_interactions | users | Agent Closed Interaction Time AVG Interaction Time |
57 | Openchannel By Date | Openchannel interactions by date | motion_openchannel | openchannel_interactions | Date Interactions Completed Completed (%) Interaction Time AVG Interaction Time | |
58 | Openchannel By Queue | Openchannel interactions by queue | motion_openchannel | report_openchannel_queue | openchannel_queues | Queue Interactions Accepted Timeout Hold Time AVG Hold Time |
SMS
id | name | description | parent | table | joins | results |
59 | Sms Account Summary | Sms interactions by account | motion_sms | sms_interactions | sms_accounts | SMS Interactions Open Closed |
60 | Sms Account Times | Sms interaction times by account | motion_sms | sms_interactions | sms_accounts | SMS Account Interaction Time AVG Interaction Time |
61 | Sms By Agent | Sms interactions by agent | motion_sms | sms_interactions | users | Agent |
62 | Sms By Date | Sms interactions by date | motion_sms | sms_interactions | Date Interactions Completed Completed (%) Interaction Time AVG Interaction Time | |
63 | Sms By Queue | Sms interactions by queue | motion_sms | report_sms_queue | sms_queues | Queue Interactions Accepted Timeout Hold Time AVG Hold Time |
FAX
id | name | description | parent | table | joins | results |
64 | Fax Account Summary | Fax interactions by account | motion_fax | fax_interactions | fax_accounts | FAX Accounts Interactions Open Closed |
65 | Fax Account Times | Fax interaction times by account | motion_fax | fax_interactions | fax_accounts | FAX Account Interaction Time AVG Interaction Time |
66 | Fax By Agent | Fax interactions by agent | motion_fax | fax_interactions | users | Agent |
67 | Fax By Date | Fax interactions by date | motion_fax | fax_interactions | Date Interactions Completed Completed (%) Interaction Time AVG Interaction Time | |
68 | Fax By Queue | Fax interactions by queue | motion_fax | report_fax_queue | fax_queues | Queue Interactions Accepted Timeout Hold Time AVG Hold Time |
WhatsApp Connectors
id | name | description | parent | table | joins | results |
64 | WhatsApp Account Summary | Whatsapp interactions by account | motion_whatsapp | whatsapp_interactions | whatsapp_accounts | WhatsApp Accounts Interactions Open Closed |
65 | WhatsApp Account Times | Whatsapp interaction times by account | motion_whatsapp | fwhatsapp_interactions | whatsapp_accounts | WhatsApp Account Interaction Time AVG Interaction Time |
66 | WhatsApp By Agent | Whatsapp interactions by agent | motion_whatsapp | whatsapp_interactions | users | Agent |
67 | WhatsApp By Date | Whatsapp interactions by date | motion_whatsapp | whatsapp_interactions | Date Interactions Completed Completed (%) Interaction Time AVG Interaction Time | |
68 | WhatsApp By Queue | Whatsapp interactions by queue | motion_whatsapp | report_whatsapp_queue | whatsapp_queues | Queue Interactions Accepted Timeout Hold Time AVG Hold Time |
Agents
id | name | description | parent | table | joins | results |
24 | Login Time | Agent's login time | motion_agents | report_member | Agent Duration |