Wildix CDR-View is an extension of Wildix Collaboration, it serves to monitor in real time the call activity of the employees and  provides online and offline reports related to the number of calls, costs, call duration, usage of trunks, etc, and allows you to analyze the activity of call agents and response groups.


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<span class="page-title-pdf">CDR-View User Guide</span>



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Wildix CDR-View is an extension of Wildix Collaboration, it serves to monitor in real time the call activity of the employees and  provides online and offline reports related to the number of calls, costs, call duration, usage of trunks, etc, and allows you to analyze the activity of call agents and response groups.

Updated: August 2020

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


Requirements

OS:

Web Browser:

(use the last stable version of the browser)

Wildix applications:

Internet connection:

WMS configuration:

Note: you can limit access to CDR-View via ACL groups, more information ACL rules and Call classes management Guide.

Temporary limitation:

Launch CDR-View

Download CDR-View launcher

The first time you launch CDR-View, you are invited to download the Integration Service.


Once the download is finished, install the application.

Start CDR-View:

Create reports


1 – Predefined filters: a selection of ready filters allowing you to create a report

2 – Filter section: manually adjust the filters to match your search criteria

3 – Grouping by / Metrics: after have applied filters, you can choose how to group the results, then select the Metrics parameter for analysis (Count of events; Cost of events; Talk time of events)

4 – Full screen mode: activate / deactivate

5 – View report in the form of data grid / charts (5 types)

6 – Save your report: you must specify the name of your report, add description; it’s possible to share your report with other users)

7 – Export your report: datagrid can be exported into .xls / .csv; charts are exported in .png format (the max number of records is up to 500 000)

Predefined filters

In addition:

Filter section

How-to:

Direction filter: search by number/ group/ contact/ pattern 

Search by number / group / contact name: type the data into the input field as illustrated on the screenshot below and click on “+”; otherwise tick off the check box.


Search by pattern
: use the % symbol (supported formats: %X, X%, %X%, example: 55% matches any number starting with 55; %55 matches any number finishing with 55;  %55% matches any number containing 55).

Grouping by / Metrics 

Any report needs at least two parameters for analysis, CDR-View allows you to select by which parameter to group the events (By day / user / company / etc) and to select the Metrics for events analysis (by Cost / by Talk time / by Quantity).

Grouping by: Hour / Hour of the day / Day / Day of the week / Week / Month / Month of the year / year / User / Group / Business partner / Company / Number / Trunk / Tag / Country / Class / Between Users / Between Groups.

Metrics: Count of events (Count / Count by service / Count by status / Count by destination / Count by SLA); Cost of events (Cost / Cost by service / Avg. cost by service); Talk time of events (Talk time / Talk time by direction / Avg. talk time by direction).

View report in the form of Data Grid / Chart 

Data grid (default):

Charts: Grouping must be applied to display the report in the form of a chart:

Notes:

  • only one “Metrics” parameter is supported (Count of events / Cost of events / Talk time of events)
  • charts do not support Grouping by “Between Users” / “Between Groups”
  • to display the numeric values, click “Chart Labels” button


Settings / Sync 


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