Calls Inspector and Queues Inspector
- XCALLY Knowledge (Unlicensed)
- Product Knowledge
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What’s about
These features are available only on New Client Experience and they must be enabled on the license side.
On old installations, to use this kind of feature, it's necessary to run the script below on the same machine you already use (to add rules to the proxy).
Requirements
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 and is only for all in one or standalone installations, if you have HA, DR, reverse proxy etc, you need to contact our support team
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 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 select the pop-up filter panel which will disappear by clicking on Apply filters
Calls Inspector launches a query on the report_calls table, while Queues Inspector queries the 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:
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 also 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. 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 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 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 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.