Instant - Analytics

Owned by Product Knowledge
Last updated: May 13, 2024
8 min read

The Analytics Sections allows you to produce your Customer Care Activity statistics: you can use the existing reports (if you need you can copy and modify them) or create brand new reports.

Reports

The Reports section provides you some useful and ready to use reports, with the possibility to customize them according to your needs. 

From the same webpage, you can also create New reports, under the Custom reports folder, and import the reports you previously exported in JSON format. 

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

So 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

Copy Report action enables you to duplicate an existing report to another folder.

To copy a report click on Copy Report, specify the name of the report and select the destination folder. The copied report will be available under the selected folder.

Now your report copy is ready to be modified (using the Edit command) and used.

Preview Report

The Preview Report action will display a preview of the report records (only limited) without considering date and time ranges. Use Run Report action to filter records by date and to see all the report results.

Run Report

Run report action is used to extract the report in CSV, PDF, Excel (XLSX), WEB format by specifying the date and time ranges.

 The extracted report will be available under Analytics → V3 Extracted Reports where you can Download or Delete the file.

 

Please note that you can also choose the Web format. In this case you can immediately see the resulting rows of the extracted report in a web pop-up:

 

Export Report JSON

Export Report JSON command is used to download the structure of a report in JSON format.

This can be helpful to replicate the report in another XCALLY Motion server by simply importing the JSON without the need to rebuild the entire report structure.

Custom Reports

In addition to the default reports, XCALLY Motion allows you to create and manage custom reports that are specific to your call center needs. 

Click in the Custom Reports panel and click Create Folder to create a folder (you can then Rename or Remove the folder).

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

Enter the Name, select a table you want to query and click on Add Report. 

It is not possible to change the table name after the report is created

 

After you create your custom report, clicking on 3 dots button and you can execute the following actions:

Edit Report

After creating or importing a report, you can easily design the query for retrieving data from the database. Click on Edit Report  and you will see the following sections: 

  • Settings: to change the report name and description

  • Fields:  to specify the fields of the query whose values you want to fetch

  • Conditions:  to specify a condition while fetching the data from the table

  • Preview: to preview the outcome of the report

  • Query: to see the complete query in SQL

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: name of column that will be displayed on the report

  • Function: to apply one of the available functions for processing string or numeric data

  • Format: to change the format of the column

  • Group by (True or False): to arrange identical data into groups based on the column

  • Order by (No Order, ASC or DESC): is used to sort the data in ascending or descending order, based on the column

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

  • Metric: a predefined metric

  • Alias: name of column that will be displayed on the report

  • Group by (True or False): to arrange identical data into groups based on the metric

  • Order by (No Order, ASC or DESC): is used to sort the data in ascending or descending order, based on the metric

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

  • Metric: a predefined metric

  • Alias: column name that will be displayed on the report

  • Function: to apply one of the available function for performing processing on string or numeric data

  • Format: to change the format of the column

  • Group by (True or False): to arrange identical data into groups based on the column. 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): is used to sort the data in ascending or descending order, based on the column

 

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.

Instead on Conditions tab you can specify a condition to filter the records and fetch only the necessary data from a table. 

A condition is built using table column, comparison or logical operators like >, <, =, LIKE, NOT and a value.

To add a conditions in the query, go to conditions section and click on +CONDITIONS to add a single condition or +GROUP to add a group of conditions. 

The logical operators AND/OR define the operator to be applied between multiple conditions. 

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

Join Tables

The Join function allows to build queries joining tables and retrieving data belonging to the sum of them. You can use this function and join XCALLY Motion DB Tables, if you have enough experience about DB structure and data queries.

Click on + 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 to select from the list among Join, Left Join, Right Join, Cross Join

Pay attention to join tables on primary or secondary keys like ID fields!

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 → https://dev.mysql.com/doc/refman/8.0/en/functions.html

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

In the Extracted Reports section, you will find all reports you have exported from the Reports section.

You can see the following information:

  • Name of the report

  • Type of the report (Manual or Scheduled)

  • The report range of dates

  • When the report was extracted

  • Status of the extraction (Completed, Empty, Error)

  • Format of the report (CSV, PDF, XLS)

You can perform the following actions:

The Download Extracted Reports command will be shown only if the Report is not empty and if it is completed.

The default maximum length of the Reports is:

  • 5000 records for CSV/XLS files

  • 1000 records for PDF files

Any report exceeding this limit will be split into more files and compressed in a zip file. This option can be disabled or the report files sizes can be modified in the Settings V3 General section (split report). 

Scheduler

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

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

Enter the following details and then click on Add Schedule:

  • Name: title of the schedule

  • Report: the report to be extracted between Default or Custom

  • Output: report format in CSV, PDF or Excel

  • Active: toggle on/off to 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 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 address (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

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

A scheduler can be edited and modified, run or deleted, by clicking on 3 dots menu and choosing the option.