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Instant - Analytics

Instant - Analytics

XCALLY Section

Analytics→ Realtime

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The Analytics section in XCALLY provides powerful tools for generating statistics and insights related to your Customer Care activity. You can create custom reports, view pre-configured reports, and define specific metrics to track performance across various parameters.

Reports

The Reports section within XCALLY provides a powerful suite of pre-configured reports, along with options for customization, allowing you to tailor your reports according to the specific needs of your call center.

Additionally, you can create entirely new reports, import previously exported reports, and manage your custom reports from a centralized interface.

The default WhatsApp reports are organized under the Motion Reports panel → Whatsapp Connector

You can choose to copy, preview, run or export these types of reports:

  • WhatsApp Account Summary: WhatsApp interactions by account

  • WhatsApp Account Times: WhatsApp interaction times by account

  • WhatsApp by Agent: WhatsApp interactions by agent

  • WhatsApp by Date: WhatsApp interactions by date

  • WhatsApp by Queue: WhatsApp interactions by queue

Selecting 3 dots menu of the specific report, you can choose action:

 

Copy Report

The Copy Report action allows you to duplicate an existing report into another folder for edit.

  • Click on Copy Report.

  • Enter a name for the copied report.

  • Select the destination folder.

  • Once copied, the report will be available for editing and further use.

 

Preview Report

Click on Preview Report to display a limited preview of the report results, without considering date and time ranges. To view the full report with date-based filtering, use the Run Report action.

Run Report

The Run Report action allows you to generate a report by specifying a date range and time filters.

Report formats available: CSV, PDF, Excel (XLS), and Web.

The report will be available under Analytics → V3 Extracted Reports, where you can download or delete it.

 

Web Format: If you select Web format, the report will immediately display results in a web pop-up.

 

Export Report JSON

The Export Report JSON action downloads the report structure in JSON format, enabling easy replication on another XCALLY Motion server without the need to rebuild the report.

Custom Reports

XCALLY Motion allows you to create and manage Custom Reports that are specific to your business needs.

To create a custom report:

  1. Navigate to the Custom Reports panel.

  2. Right-click on the Custom Reports folder and select Create Folder to organize your reports.

  3. Click on Create Report to add a new report.

In the right panel, click on + plus button to create a New Report.

 

In the Create Report form:

  • Name: Enter a name for your custom report.

  • Table: Select the database table you want to query.

  • Click Add Report to create the report.

Note: Once the report is created, you cannot change the table name

 

Once you have created or imported a custom report, you can perform the following actions, clicking the command menu with three dots:

  • Copy Report

  • Preview Report

  • Run Report

  • Export Report JSON

  • Edit Report

  • Delete Report

Edit Report

The Edit Report action enables you to design the query for retrieving data from the database. Clicking Edit Report will open the following sections:

  • Settings: Modify the report's name and description.

  • Fields: Choose the fields to include in the query (table columns or metrics).

  • Conditions: Define the filter conditions for the query.

  • Preview: View a preview of the report’s output.

  • Query: View the SQL query generated for the report.

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.

To add a field in the query, go to fields section and click on + button 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: define a custom name for the field that will appear in the report.

  • Function: choose functions to process string or numeric data → Reports | Functions & Formats

  • Format: to change the format of the column → Reports | Functions & Formats  

  • Group by (True or False): group data based on the selected column or metric

  • Order by (No Order, ASC or DESC): sort data (ASC or DESC) based on the selected field.

Select an existing metric: is used to select a metric predefined in the metrics section. 

  • Metric: a predefined metric

  • Alias: define a custom name for the field that will appear in the report

  • Group by (True or False): group data based on the selected column or metric

  • Order by (No Order, ASC or DESC): sort data (ASC or DESC) based on the selected field.

Write a custom metric: is used to to write a custom metric

  • Metric: a predefined metric

  • Alias: define a custom name for the field that will appear in the report

  • Function: choose functions to process string or numeric data → Reports | Functions & Formats

  • Format: to change the format of the column → Reports | Functions & Formats

  • Group by (True or False): group data based on the selected column or metric. 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): sort data (ASC or DESC) based on the selected field.

 

So by configurating fields, you can see a result in Preview section and on query tab you can see the query SQL launched to obtain the desired report.


The Conditions section defines the criteria used to filter the data returned by the query. Use comparison operators such as =, <, >, LIKE, NOT LIKE

The WHERE clause is used to specify a condition to filter the records and fetch only the necessary data from a table. 

To add conditions:

  1. Click + Add Condition button

  2. Use logical operators AND/OR to combine multiple conditions.

 It's mandatory to put the value inside single quotes ('value') for a string value.

Join Tables

To join data from multiple tables, use the Join functionality to build queries joining tables and retrieving data belonging to the sum of them.

  1. Select the table you wish to join.

  2. Choose the primary and foreign key fields to link the tables.

  3. Select the Join type (e.g., INNER JOIN, LEFT JOIN).

Click on + plus button 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)

Pay close attention to join on primary or secondary keys such as ID fields to avoid errors in data relationships.

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.

Functions & Formats

XCALLY uses MYSQL Functions → MySQL :: MySQL 8.0 Reference Manual :: 14 Functions and Operators

XCALLY

MYSQL Function

Description

XCALLY

MYSQL Function

Description

Function

SUM

Return the sum

Function

COUNT

Return a count of the number of rows returned

Function

COUNT DISTINCT

Return the count of a number of different values

Function

MAX

Return the maximum value

Function

MIN

Return the minimum value

Function

AVG

Return the average value of the argument

Function

GROUP_CONCAT (ASC/DESC)

Return a concatenated string

Format

CONVERT_SIGNED

Cast a value as a signed BIGINT value.

Format

CONVERT_DOUBLE

Cast a value as a DOUBLE result value.

Format

SEC_TO_TIME

Converts seconds to 'hh:mm:ss' format

Format

DATE

Extract the date part of a date or datetime expression

Format

HOUR

Extract the hour

Format

ROUND

Round the argument

Format

UNIX_TIMESTAMP

Return a Unix timestamp

Extracted Reports

The Extracted Reports section is where you can access and manage all the reports you've exported from the Reports section. This includes reports in various formats (CSV, PDF, XLS), and it provides essential information such as report type, status, and extraction details.

In the Extracted Reports section, you can find:

  • Name of the Report: The title of the report.

  • Type of Report: Whether the report is Manual (generated by you) or Scheduled (generated automatically based on a predefined schedule).

  • Date Range: The date range that the report covers.

  • Extraction Date: When the report was generated or exported.

  • Extraction Status: The status of the report, which can be:

    • Completed: The report was successfully generated.

    • Empty: The report has no data.

    • Error: There was an issue generating the report.

  • Report Format: The format in which the report was generated (CSV, PDF, XLS).

You can perform the following actions:

 

The Download Extracted Reports option will be available for reports that are not empty.

By default, reports are limited to 5000 records for CSV and XLS files, and 1000 records for PDF files. If a report exceeds these limits, it will be split into multiple files and compressed into a zip archive.
This splitting feature can be disabled or modified in the Settings V3 General section (under the "split report" option).

If you disable the report split you may lose the reports exceeding this limit!

Timezone column
FROM VERSION 3.52.0

A Timezone column has been added to the extracted reports. This column displays the time zone set in the Account Avatar → Manage Date/Time Format section under the Time Zone configuration.
Timezone is applied only on reports generated manually (not with Scheduler)

image-20250529-143725.png

Usage scenario: this is especially useful in cases where the administrator and the call center operator are in different time zones (e.g., an administrator in Asia/Tokyo and operators in another region).

  • When reports are manually generated (not via the scheduler), the time zone configured in the system will be applied, ensuring that the report's data reflects the correct local time.

  • The Timezone column in the exported report will indicate the time zone (e.g., Asia/Tokyo) used during the report generation.

  • The Generated At column in the report will display the date and time in the specified time zone.

  • The Date Range from/to filters will also consider the time zone set during the export, ensuring accurate data retrieval.

So if your account is set to Asia/Tokyo, the exported report will use Tokyo’s local time for all timestamps, even if the call center operates in a different time zone.

Scheduler

In this section, you can schedule an automated extraction of default or custom reports available under the Analytics section.

The Scheduler Section is under the Tools Menu and you can create a new Schedule, by clicking on + button

Enter the Schedule’s details:

  • Name: title of the schedule

  • Report Type: type, Default or Custom

  • Report Folder: folder

  • Report Subfolder: subfolder

  • Report: report to be extracted. The proposed list is based on the selected Report Type-Folder-Subfolder. 

  • Output: report format. CSV, PDF or Excel

  • Active: enable/disable the schedule

  • Start Time: beginning of the time interval where the schedule is active

  • End Time: end of the time interval where the schedule is active

 

  • Cron: day and/or time to run the report extraction 

  • Last: time range for report result

  • Unit: units used for the Last time range. Example: Last 4 hours, Last 7 days or Last Month.

  • Send Mail: if enabled, the extracted report will be forwarded by email for the specified recipient email address.

    • Mail Account: outgoing mail account configured under SMTP section or Mail Channel e.g. SMTP)

    • Email Address: recipient email addres. Multiple addresses can be inserted separated by comma. CC and BCC recipients can also be defined.

  • Send if Empty: if this flag is enabled, the report will be sent by email even if the content is empty

  • Description

  1. Click Add Schedule

A schedule will be executed only if active and within the valid time interval [Start Time : End Time].

The extracted report will be available under Analytics → Extracted Reports section where you can Download or Delete the file.

Example

  • Active: Enabled

  • Start Time: 2017-07-01, 06:00:00

  • End Time: 2017-07-31, 06:00:00

  • Cron (0 0 * * 6): Every Week On Saturday at 00:00

  • Last: 5

  • Unit: days

Considering the above values:

  1. The scheduled report is active from 2017-07-01, 06:00:00 to 2017-07-31, 06:00:00

  2. The scheduled report will be executed every week on Saturday at 00:00 (The time to complete extracting a report depends on the number of records in the report)

  3. The report will contain the last 5 days records up to Saturday, 00:00. This means, from Monday 00:00 up to Saturday 00:00

Clicking the three dots button (⋮) next to the schedule, you can:

  • Edit the schedule

  • Run the schedule

  • Delete the schedule