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Apr 21, 2021 05:53

x-caracal documentation

On this page, you can find documentation about x-caracal–the Wildix ACD Stats that provides you with all the data you need to stay in control of your business.

Created: March 2021

Permalink: https://confluence.wildix.com/x/FAEzBQ

Datasheet

x-caracal - Care for and control the performance of your sales team


Introduction

x-caracal is the light, agile and effective ACD stats solution that provides you with all the data you need to stay in control of your business. ACD stats enable businesses to measure their sales performance, improve the customer service levels, and take data-driven decisions.

Unlike other ACD stats, x-caracal is:

  • Light: browser-based and cloud-hosted, no installation is required
  • Agile: provides you with constant feedback on the quality of your customer interactions and what needs to be improved
  • Effective: fully integrated into the Wildix communication system, and monitors all agents’ devices including mobile.

x-caracal is a built-in Business Intelligence tool that helps you minimize time-wasting activities and focus on increasing customer satisfaction and sales.

Requirements

  1. WMS 5.02 or higher
  2. 1 Premium license (for the manager) + a minimum of 10 Business/ Premium licenses (for the agents) 

  3. ACL "Can use CDR-View" for all users who need access to x-caracal

Notes:

  • At least 1 Premium and at least 10 Business licenses are required for the activation
  • Each user with Premium license gets access to x-caracal
  • Only call events generated by users with Business/ Premium licenses are logged by x-caracal (each call agent needs at least a Business license)
  • 1 Premium license allows you to monitor up to 50 call queues (Call groups)

Activation

Currently, x-caracal is installed by Wildix manually upon the request.

Please fill in this activation request https://forms.gle/U519X4s1GyrxPsMC7. The activation is completed within 15 working days.

After x-caracal is activated, you can access it at <pbx_domain>.wildixin.com/x-caracal.

Reports

Reports are divided into 5 groups:

They all can be  downloaded in 4 different formats: 

Filter

Before proceeding to reports, choose a subset of Queues and Agents to display statistics for. Date range and time frame also need to be specified. 

Once the selection is done, you can get the reports by clicking Display report and navigating to the desired tab. 


Note:  The selected date/ time range is very important. All report data that you run are related to this date/ time range. So, it is possible to look at all reports for any given date/ time specified. 

Example; daily report, weekly report monthly report, or even reports for a portion of the day such as 9am until noon. This allows you to evaluate distribution and performance over any given date/ time.  In addition, some reports can be grouped by periods (e.g. daily, weekly, etc). So, it’s possible to select a date/ time range of the entire year, then group by week. This is a very useful approach to see trends over long periods.


Events

When a call enters the system, it generates several events indicating its status. Below you can find the list of common events:

Event

Description

ABANDON

The caller hung up before being answered

COMPLETEAGENT

The caller was connected to an agent, and the call was terminated normally by the agent
COMPLETECALLERThe caller was connected to an agent, and the call was terminated normally by the caller.
CONNECTThe caller was connected to an agent

ENTERQUEUE

A call has entered the queue

EXITEMPTY

The caller was forcefully removed from the queue because there were no available agents and the queue was configured to do so.

EXITWITHTIMEOUT

The caller was removed from the queue because max. waiting time in the queue was reached

RINGNOANSWER

The call was offered to the agent but it was not answered

TRANSFER

Caller was answered by an agent and subsequently was transferred to a different extension

Search helps you quickly locate records you are interested in. You can apply several filters at the same time.



  • Date: a date range can be specified to filter out calls
  • Queue: specify Queue name/ ID
  • Agent: if you are interested in info related to certain Agent, type Agents name/ extension
  • Event: when you are particularly interested in certain event, filter by event
  • Wait Time: search for calls that were waiting X amount of time
  • Talk time: filter calls that lasted X amount of time. This is useful for finding calls that took too long or perhaps that did not last long enough. Both conditions are possible indicators of issues
  • Number: If all you have for a certain call you are interested in is the caller id number, that is all you need

Realtime

Realtime report shows your Queues and Agents real time state.

Queue Summary


Agent Status 


Calls waiting detail 

Distribution Reports

Distribution reports include statistics of all received calls (answered, unanswered, abandoned and transferred) grouped by time periods: month, week, day, hour and day of week.

Distribution Summary 

Distribution Summary presents the parameters set in Filter (see Filter).

Totals Calls report shows the overall number of calls per selected Queues. 



  • Number of received calls: calls received in the selected Queues for the selected time period
  • Number of answered calls: calls connected to Agent
  • Number of unanswered calls: calls not connected to Agent and exited the Queue because of timeout 
  • Number of abandoned calls: calls not connected to Agent and exited the Queue because of hangup by Caller
  • Number of transferred calls: calls connected to Agent and then transferred
  • Unanswered rate: ratio of unanswered calls
  • Abandon rate: ratio of abandoned calls 

Distribution by Queue 

This report shows the distribution of all calls grouped by Queue. Click + to view additional detailed information for calls (Agent, Date, Caller number, Ring/ Wait/ Talk Time).

The report can be helpful in understanding which Queue is the busiest/ has more abandoned calls/ takes longer to answer calls etc.



  • Queue: ID/ name of selected Queues
  • Received: the total of all received calls (answered, unanswered, abandoned and transferred)
  • Answered: the total of answered calls 

  • Unanswered: the total of unanswered calls  

  • Abandoned: the total of calls abandoned by a Caller in selected Queues
  • Transferred: the total of calls transferred to selected Queues
  • Avg Wait: Average Wait Time for all calls in the Queue, expressed in time
  • Avg Talk: Average Talk Time for all answered calls in the Queue, expressed in time
  • Max Callers: maximum number of simultaneous Callers waiting in the Queue, expressed in units
  • % Answ: ratio of answered calls
  • % Unansw: ratio of unanswered calls
  • SLA: Service Level Agreement, expressed in percents. The calculation formula is: 

    • round((ANSWERED_SLA / RECEIVED)*100,2)-> the formula counts all calls answered before the configured SLA (60 seconds by default, can be changed in Setup -> Preferences) against all received calls on that Queue

Distribution per Month

This report shows the distribution of answered, unanswered, abandoned and transferred calls grouped by month. 

Click + to view additional detailed information for calls (Agent, Date, Caller number, Ring/ Wait/ Talk Time).


Distribution per Week

This report shows answered, unanswered, abandoned and transferred calls distribution grouped by week. When the date range is greater than a week you can compare weeks performance with this report.  If the date/time range is smaller than a full week, the data on this report will only provide partial data.


Distribution per Day

This report shows answered, unanswered, abandoned and transferred calls distribution grouped by day, which is handy when you want to compare performance day by day.



Distribution per Hour

This report shows answered, unanswered, abandoned and transferred calls distribution grouped by hour. With this report you can quickly realize your busiest hours during the date range chosen in Filter.


Distribution per Day of Week

This report shows answered, unanswered, abandoned and transferred calls distribution grouped by day, which is handy when you want to compare performance day by day.


Detailed Distribution Report

This is a detailed report for all individual calls for the selected queues/ agents and time range. 



  • Date: date and time when a call is connected to Agent or the call entered Queue (in case it was not answered). Click + to view the individual call details and its flow from the moment the call arrived into the queue until hung up
  • Queue: Queue name/ ID the call arrived to 
  • Agent: Agent that answers the call. Blank if not answered
  • Number: caller ID received for the call 
  • Event: Last event for the call. See Events
  • Wait time: time the call is waiting in Queue
  • Talk time: time the call is connected to Agent
  • Actions: N/A

Answered Reports

Answered reports show only calls that have been answered: that means calls that entered Queue and were connected to Agent. 

Answered Calls Summary

Answered Calls Summary presents the parameters set in Filter.

Total Answered Calls report shows the total number of answered calls, the average time Agents spent on those calls, the average waiting time for all calls etc.



  • Answered calls: calls connected to Agent
  • Transferred calls: calls connected to Agent and then transferred
  • Avg Talk: average talking time for all the answered calls
  • Total duration: the sum of talking time for all answered calls
  • Avg wait: average waiting time for all answered calls (in queue wait). This time starts from the moment the call enters the queue until it is connected to Agent (it includes ring time)

Service Level

This report shows calls answered within different ringing times (15 seconds steps). Each new row includes the number of calls from the previous one (a call answered at 5 seconds is answered within 15 seconds but also within 30 and so on), the difference from one row to the next is shown in the Delta column, while Count shows the sum of calls up to that point.



  • Answer: ringing (waiting) time range. Click + to view the details of calls
  • Count: the sum of all calls up to this point
  • Delta: the difference from one row to the next
  • %: percentage of the calls on this range against the total

Answered by Queue

This report shows calls received in each Queue.



  • Queue: Queue name/ ID. Click + to see in detail the calls grouped in this row
  • Received: calls answered for that Queue
  • %: percentage of calls answered in Queue versus calls answered in all Queues. Remember that this is related to Queues selected in Filter so it does not compare to all Queues across the system 

Answered by Agent

This report all completed and transferred answered calls, the total time Agents spent on the phone, average talk time etc.



  • Agent: Agent name/ extension. Click + to view in details the calls
  • Received: the total number of calls offered to Agent
  • Completed: the amount of calls answered by Agent and not transferred
  • Transferred: calls answered and transferred by Agent
  • % Calls: percentage of answered calls for that Agent against the total (answered calls for all Agents)
  • Talk Time: the total time Agent talking on the phone
  • % Talk Time: percentage of talk time for that Agent against the total talk time (talk time of all Agents)
  • Avg Talk Time: average talk time for Agent
  • Ring Time: the sum of ring time of all calls answered by this Agent
  • Wait Time: the sum of wait time for all calls answered by this Agent
  • Avg Wait Time: average wait time for calls answered by Agent
  • Max Wait Time: maximum wait time out of all calls answered by this Agent

Disconnection Cause

This report shows reasons calls are ended.  This is very useful in environments where the Agent is forbidden to hang up calls.



  • Event: this column shows the last event created by the answered call:
    • Complete by Agent: if Agent hangs up
    • Complete by Caller: if Caller hangs up
    • Transfer: if a call is transferred by Agent
  • Received: the total of calls finished by this event
  • % Calls: percent for this event against the total of answered calls

Answered by Call Length 

Note:  Measurements given in this report are the same as those on the Answered by Agent report.

This Report shows answered calls grouped by duration in 15 seconds steps.


Transfers

This report shows all transfers made by Agents.



  • Agent: Agent who transferred a call
  • To: destination/ channel a call is transferred to
  • Count: the times a transfer is performed from Agent to this destination

Answered Calls Detail

This report shows all answered calls for the selected period, Agents and Queues.



  • Date: date and time for the call. Click + to view complete details of every call
  • Queue: Queue involved in the call
  • Agent: Agent that answered the call
  • Number: Caller OD received for this call
  • Event: Last event for the call, see Events
  • Ring Time: time the call was ringing to Agent
  • Wait Time: time Caller waiting in the queue to be answered
  • Talk Time : time the call was connected to Agent
  • Actions: NA

Unanswered Reports

This report shows metrics for calls that are not connected to Agent. There are two main distinctions between unanswered calls:

  1. Abandoned: the ones where Caller hangs up before being connected to Agent. So, whenever Caller hangs up before being answered, an ABANDON event is registered
  2. Unanswered calls that exited Queue without hanging up by Caller. That means that Caller is still on the system, but the call exited the queue for some configurable reason, like a timeout being reached, because a digit was pressed, because the queue is empty, etc. Those reasons for a call exiting a queue without the user hanging up are always configured in your backend

Unanswered Calls Summary

Unanswered Calls Summary presents the parameters set in Filter.

Total Unanswered Calls report shows how many calls are not attended to and the cause (Abandon and Unanswered). It provides some insight regarding the situation that led to unattended/unanswered calls.



  • Incompleted calls: the total number of calls not connected to Agent
  • Abandoned calls: the total number of calls hung up by Caller while in queue
  • Unanswered calls: the total number of calls not answered and removed from queue (timed out from queue or exited due to DTMF interaction)
  • Abandon Avg Wait Before Disconnection: average waiting time for all the abandoned calls
  • Abandon Avg Queue Position at Disconnection: average queue position at the time of disconnection
  • Abandon Avg Queue Start Position: average queue start position for abandoned calls

Service Level

This report shows the moment the calls are disconnected within different waiting times (15 seconds steps). Each new row includes the number of calls from the previous row.



  • Abandoned: waiting time range. Click + to view the details of the calls
  • Count: sum of all of the calls up to this point
  • Delta: the difference from one row to the next
  • %: percentage of the calls on this range against the total

Disconnection Cause

This report shows reasons of call disconnections.




  • Event: this column shows the last event fired by an unanswered call:
    • Abandoned: Caller hung up
    • Exit with key: Caller was removed from the queue by choosing an option in the keypad
    • Timed out: a  call was removed from the queue because the maximum allowed time was reached
  • Total: the total number of calls for this disconnection cause
  • % Calls: percent for this event against the total of unanswered calls

Unanswered Calls by Queue

This report shows all unanswered calls grouped by Queue



  • Queue: Queue name/ ID. Click + to view in detail the calls included in this row
  • Total: the total number of not connected calls for Queue
  • Abandoned: number of abandoned calls (user hung up)
  • Unanswered: number of unanswered calls (means a call existed the queue without the user hanging up, like timeouts or DTMF interactions)
  • % Calls: percentage of calls against the total number of unanswered calls

Unanswered Calls Detail

This report shows detailed unanswered calls, one by one.



  • Date: date and time for the call. Click + to view complete details of every call
  • Queue: Queue involved in the call
  • Number: Caller ID received for this call
  • Event: last event for the call, see Events
  • Start Position: position in which this call arrived into the queue.
  • End Position: position in which this call was disconnected
  • Wait Time: time Caller was waiting in the queue

Agent Reports

This section contains reports showing Agent activity and session times, including pauses and activity details.

Agent Summary

Agent Summary presents the parameters set in Filter.

Agent Totals shows the total number of Agents per selected Queues.


  • Number of agents: how many Agents are considered for the reports
  • Average Session Time: average time Agents were logged in Queue
  • Shortest Session Time: shortest session time during the reported period
  • Longest Session: longest session time during the reported period
  • Total Session Time: the sum of all sessions during the reported period

Agent Availability

This report shows how Agents spent the time while logged into Queue.



  • Agent: Agent name/ extension. Click + to view in detail the calls grouped by this Agent
  • Answered: number of answered calls by Agent
  • Rejected: number of rejected calls by Agent (means Agent declined a call while it was ringing on the phone)
  • Failed: number of calls offered to Agent but not answered
  • Failed out: NA
  • Sessions: number of sessions for Agent during the period. Sessions means how many times they were logged in
  • Session time: the sum of all sessions times of Agent
  • %Session: percentage that Agent sessions represent against all of the other Agents selected for the report
  • Pauses: number of pauses Agent takes during the period. Pause means DND or Away status (time that Agents mark themselves as being unavailable)
  • Pause time: total time Agent is in Pause state
  • % Paused: out of Agent total session time, how much Agent is paused
  • Talk Time: time Agent spent on the phone (in calls)
  • Wrapup Time: time Agent is in wrap-up time (pause due to configured wrap time configured for Queue)
  • Hold Time: NA

Pause Detail

This report shows the total number of pauses by Agent.


Call Disposition by Agent

This report shows reasons for calls disconnections grouped by Agent. 



  • Agent: Agent name/ extension.  Click + to view in detail the calls grouped by this Agent
  • Complete by Caller: number of calls answered by Agent and hung up by Caller
  • Complete by Agent: number of calls answered by Agent and hung up by Agent
  • Transfer: number of calls answered by Agent and transferred
  • Failed: number of calls offered Agent but not answered
  • Rejected: number of calls offered to Agent but rejected (declined)
  • Failed Out: NA

Full Agent Report

This report shows all of the events related to Agent without any sort of filter or grouping.



  • Date: date and time for the event
  • Queue: Queue for the event
  • Agent: Agent related to the event
  • Event: see Events explanation
  • Data: Caller ID for applicable events
  • Duration: duration for applicable events

Debugging

In case you encounter any issues while using x-caracal, you can use one of these commands for debugging:

  • to check the current x-caracal status 

    service x-caracal status
  • to start x-caracal if it is not running 

    service x-caracal start


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