Calls Inspector and Queues Inspector
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XCALLY section | Voice β Calls Inspector | Voice β Queues Inspector |
On this page |
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Overview
The Calls Inspector and Queues Inspector allow you to view detailed information about call and queue interactions.
These tools can also serve as a kind of debugging utility, useful for investigating issues or anomalies in call handling and queue behavior.
Calls Inspector launches queries on the report_calls table, while Queues Inspector queries the report_queues table.
You will find the most relevant columns of these tables for reporting.
The Calls and Queues Inspectors are available only on XCALLY New Client Experience.
These modules are visible only to administrators and users with the appropriate permissions.
Agents never have access to these sections.
To sum up:
The results from the Calls Inspector will provide information about the calls, including its start and end times.
The results from the Queues Inspector will provide detailed information about the call and its status in the queue. For example, it will show the call moving from the Support Queue to the Sales Queue, with more rows detailing the same call at each stage.
Calls and Queues Inspector display only completed interactions. Real-time details or live activity related to currently active calls are not visible in this section.
Requirements
If you installed your XCALLY server before July 27, 2023 you need to run the below script to update NGINX configuration. The script is valid for all in one or standalone installations; if you have HA, DR, reverse proxy configurations, please donβt run the script and contact our support team
To update the NGINX configuration, run the following script (as root):
curl -u 'public:bs4#)W]h8+VK),RV' --silent --location https://repository.xcally.com/repository/provisioning/Scripts/motionV3_nginx_update_for_x_client | bash
To avoid issues, we recommend to launch the script while agents and users are not logged in the system.
Consider that, by running it, a new NGINX configuration file will be installed. 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.
Video Tutorial
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Calls Inspector
When you access the section Voice β Calls Inspector in the XCALLY New Client Experience you get by default the list of calls of the current month and their details:
uniqueID
created at
type
agent internal
source
destination
company
alias
start time
answer time
end time
duration
billable seconds
MOH time
first, second and third disposition
contact ID
This visualization is available from XCALLY version 3.47.0
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You can search data and apply various filters to find the calls that you need to analyze, by clicking on the filter icon in each column of the list.
For instance, you can modify the "Created at" dates by selecting new dates or a preset range (today, yesterday, this week, last week, this month, last month) from the calendar and then clicking "Apply."
Remember that on date range filters, you canβt exceed calendar month limit.
If e.g. you try to select 10 May-22 June, the system resets the filter, entering the calendar month corresponding to the final date entered (1-22 June).
This is because the table becomes very populated as the months go by and 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
Additionally, for some filters, you can set multiple values, such as for call duration (expressed in seconds). In this case you can insert 2 inputs to define a numeric range between a start and end value.
After you completed the filters selection, you can see the list of filtered calls, that is a subset of records of the report_calls table.
You can export this filtered view as below:
Click the "Generate Report" button in the top-right corner of the web interface.
A popup will appear, allowing you to define a name for the report
Choose the output format (.csv, .xlsx, .pdf).
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The file (in csv, excel or pdf format) can be downloaded from Analytics β Extracted Reports section.
Queues Inspector
This section is available exclusively in the XCALLY New Client Experience and operates under the same logic as the Calls Inspector section, analyzing Voice Queue data.
When you access the section Voice β Queues Inspector you get by default the list of Queue calls of the current month and their details:
unique id
creation date
type
caller number
caller name
agent internal
agent name
queue
exit reason
caller join
caller leave
caller abandon
caller timeout exit
hold time
moh time
transfer type
transfer destination
transfer callID
first disposition
second disposition
third disposition
agent username
This visualization is available from XCALLY version 3.47.0
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You can search data and apply various filters to find the Queues information that you need to analyze, by clicking on the filter icon in each column of the list.
For instance, you can modify the "Created at" dates by selecting new dates or a preset range (today, yesterday, this week, last week, this month, last month) from the calendar and then clicking "Apply."
Remember that on date range filters, you canβt exceed calendar month limit.
If e.g. you try to select 10 May-22 June, the system resets the filter, entering the calendar month corresponding to the final date entered (1-22 June).
This is because the table becomes very populated as the months go by and to better manage database queries and avoid blocks, the tables are divided by month with the relative calls.
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If you try to exceed the calendar month range, the system shows you a warning
Additionally, for some filters, you can set multiple values, such as for MOH time (expressed in seconds). In this case you can insert 2 inputs to define a numeric range between a start and end value.
After you completed the filters selection, you can see the list of filtered calls, that is a subset of records of the report_queues table.
You can export this filtered view as below:
Click the "Generate Report" button in the top-right corner of the web interface.
A popup will appear, allowing you to define a name for the report
Choose the output format (.csv, .xlsx, .pdf).
Β
The file (in csv, excel or pdf format) can be downloaded from Analytics β Extracted Reports section.
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