Calls Inspector and Queues Inspector
These features are available only on New Client Experience and it must be enabled on license side.
On old installation, to use these kind of features, it's necessary to run the script below during the upgrade on the same machine you already use (in order to add rules to the proxy).
To update the NGINX configuration, run the following script (as root):
curl -u 'public:bs4#)W]h8+VK),RV' --silent --location https://repository.xenialab.com/repository/provisioning/Scripts/motionV3_nginx_update_for_x_client | bash
This script must be launched if you installed the server before Thursday, July 27, 2023.
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 calls interactions detail (when call has arrived, on which queue, call status, agent which managed 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
Calls Inspector launch a query on report_calls table, while Queues Inspector queries report_queues table.
Not all the columns of tables were taken, but only those most useful for reports.
First of all you set a date filter:
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).
This is because the table becomes very populated as the months go by and in order to better manage database queries and avoid blocks, the tables are divided by month with the relative calls.
if you try to exceed the calendar month range, the system shows you a warning
In this moment, even if you choose a theme color, the calendar remains blue (not considering the selected color)
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 also present a tooltip for each filter with a quick description of the different fields, so you can know what the filter is for and 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 report_calls table.
You can export the filtered view, clicking on 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 Analytics → Reports → Motion Reports (Motion Reports/Voice/Calls)
The exported file can be downloaded from Analytics → Extracted Reports
Queues Inspector
This page is available only on New Client Experience and it works as Calls Inspector, 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 queues 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 report_queues table.
You can export the filtered view, clicking on 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 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.