Calls Inspector and Queues Inspector

XCALLY section

Voice → Calls Inspector

Voice → Queues Inspector

On this page

1 What’s about
2 Requirements
3 Calls Inspector
4 Queues Inspector

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).

Calls Inspector and Queues inspector allows to view call/queues interaction details. They can also be considered like a “debug tool” to investigate problems.

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.

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.

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

When you access the section Voice → Calls Inspector 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

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."

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 by clicking 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 and choose the output format (.csv, .xlsx, .pdf).

The file (in csv, excel or pdf format) can be downloaded from Analytics → Extracted Reports section.

Queues Inspector

This section is available exclusively in the New Client Experience and operates under the same logic as the Calls Inspector section, analyzing Voice Queue data.

When you access the section Voice → 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

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."

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.