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1. Description

It is designed for viewing and setting visualizations of statistical data. The settings are automatically saved.

It consists of the following elements:

  1. Top bar (Fig.1(1));
  2. Filter block (Fig.1(2));
  3. Main block (Fig.1(3)).

Fig. 1. Dashboards tab

1.1. Top bar

The top bar consists of the following elements:

  1. Search field;
  2. Transcribe button;
  3. Export;
  4. Download button;
  5. Delete button.

1.1.1. Search field

It consists of an input field and a search settings button — . Clicking the button opens a list of search options (Fig. 2):

  • Regular search — search in the register;
  • Full text search — search through transcribed conversation records;
  • Agent's comment — search by comments left by Agents in processing;
  • Variable — search for variables that appear on the Call info tab.

If you search by Variable, the  icon is displayed in the search field; if you hover the cursor over it, an information notification about the query format “Query format: key=value" is displayed.

To search by variables, you must enter data in the search field in the following form:

key=value

key - the value entered in the Key field in the Member variable;

value - the value entered in the Value field in the Member variable;

For example, wbt_auto_answer=3000

Fig. 2. Search options

To search by part of a word or number, use the * symbol. 

Full text search

When searching conversation records, a single-word query displays records that contain that word.

To find a phrase, you must use the & symbol, for example:

I & can

If you need to find a record containing one word and not the second, then the following character set is used — &!

For example, the entry must contain the word good and not have the word credit. In this case, you should write:

good &! credit

For a selection of records containing at least one of the words, use |

Ok | agree | good

If an invalid query format is entered, or there is no match data for a correctly entered format, the message "Please check filters query" is displayed in the registry.

1.1.2. Transcribe button

Transcription is the conversion of speech into text. The button becomes active after selecting an entry, or entries, in the registry. The selected conversation records are translated into the text after clicking the Transcribe button, and the transcription tool in entries is changed.

Transcription is not possible if there is no recording of the conversation.

1.1.3. Export

It is designed to export data from the register.

When the Export button is clicked, a file is downloaded in the format specified by the export_settings parameter on the Configuration page.

If the parameter is not set, an Export modal window (Fig. 3) opens, allowing you to select the format.

Fig. 3. Export modal window

The following formats are available:

  • xls;
  • csv.

When selecting the csv format, you need to enter a delimiter in the Separator field.

The file contains data from the registry that matches the applied filters.

1.1.4. Download button

The button is used to download objects. Clicking this button opens a list with options (Fig. 4):

  • Recordings;
  • Transcriptions.

Fig. 4. Download button

The file upload starts after selecting/clicking an option. The history-records archive file is downloaded when you choose the Recordings option. The transcripts archive file is downloaded when you select the Transcriptions option. Information about the number of downloaded files is displayed under the Download button.

1.1.5. Delete button

The button is used to delete objects using checkboxes. The button becomes active after selecting an entry, or entries, in the registry. Clicking this button opens a list with options (Fig. 5):

  • Recordings — deletes the conversation record;
  • Transcruptions — deletes the transcription of the conversation record;
  • Both — delete the recording and transcription of the conversation.

Fig. 5. Delete button

The modal window opens to confirm the deletion after selecting an option.

1.2. Filter block

It is designed to filter the data displayed in the registry.

It consists of the following elements:

  1. Filter fields (Fig. 6(1));
  2. Select visible columns (Fig. 6(2));

  3. Select variables columns (Fig. 6(3));

  4. Reset filters button (Fig. 6(4));

  5. Refresh button (Fig. 6(5));

  6. Expand filters button (Fig. 6(6));
  7. Buttons for presets (Fig. 6(7)).

Fig. 6. Filter block

1.2.1. Filter fields

Available fields for filtering:

  • Preset;
  • From;
  • To;
  • Direction;
  • User;
  • Gateway;
  • Agent;
  • Team;
  • Queue;
  • Grantee;
  • Contact;
  • Tags;
  • Hangup cause;
  • AMD result;
  • Has recording;
  • Has transcription;
  • Rated by;
  • Rated;
  • Total duration (Sec):
    • From (sec);
    • To (sec);
  • Talk duration (Sec):
    • From (sec);
    • To (sec);
  • Score (%):
    • From (sec);
    • To (sec).

The number of fields may vary depending on the User's rights to view the page.

1.2.2. Select visible columns 

It is designed to select the columns displayed in the registry.

The Select visible columns modal window to display opens (Fig. 7), when you click the  button.

Fig. 7. Select visible columns modal window to display opens

Select the checkbox (Fig. 7(1)) — this column is displayed in the registry;

Clear checkbox (Fig. 7(2)) — this column is not displayed in the registry.

1.2.3. Select variables columns

The Select variables columns modal window (Fig. 8) opens after clicking on the  button. It is used to display the call variable columns in the registry. 

Fig. 8. Select variables columns modal window 

Enter the key of the variable in the Key field.  It is displayed in a new column in the registry.

 Example:...

Enter email  in the Key field. Click the Display button. The key is added to the list in the modal window with the checkbox selected (Fig. 8a).

  Fig. 8a. Add a column of variables

Click the Add button. The modal window closes, and the email column is displayed in the registry (Fig. 8b).

Click the  to remove the variable from the list.

Fig. 8b. The email column in the registry

The email column displays the value of the email variable if such a variable exists in this call; if not, the field remains empty.

Several variables can be added. A checkmark in the checkbox displays this column in the registry. If the checkbox of a variable is empty, the column is not shown.

1.2.4. Reset filters button 

Represented as a button , all previously selected filters are reset when clicked.

1.2.5. Refresh button

Updating the register table is performed by clicking on the refresh button -

.

1.2.6. Expand filters button

Represented as a  button, all fields for filtering are revealed when clicked.

Note

The number of fields displayed may vary depending on the browser window size. Use the  button to expand all fields.

1.2.7. Buttons for presets

Preset — saved values in the filtering fields.

1.2.7.1. Save

To create a new preset, select the required values in the filter fields and click the button next to the Save button. Select Save as from the dropdown list. The Preset name modal window opens (Fig. 9).

Fig. 9. Preset name modal window

Enter the name of the preset in the Name field.

The Save button saves the previously specified filter values with the entered name.

The Cancel button closes the modal window.

To change an existing preset, select it in the Preset field, make the necessary changes in the filtering fields, and click the Save button. The Preset name modal window will open with the Name field filled in. If you change the name, the changes made will be saved in the preset with a new name; the preset with the old name will be deleted.

Clicking the Preset field displays a list of presets created by the current User. When a User selects a preset, the system substitutes the values from the saved preset into the filter fields and applies them to the list of calls displayed in the register.

Preset names are unique within a single User.

1.2.7.2. Cancel

The Cancel button deletes the selected preset and resets all filters.

The Cancel button is inactive if the Preset field is empty.

1.3. Main block

The main block contains the following:

  1. Dashboard display tools (Fig.8(1));
  2. Interval (Fig.8(2));
  3. Dashboards (Fig.8(3)).

Fig. 8. Main block

1.3.1. Dashboard display tools 

It is designed to change the display of dashboards. There are such options:

- one dashboard for the entire width of the page;

- two dashboards for the entire width of the page;

- three dashboards for the entire width of the page.

1.3.2. Interval

It is designed to select the interval for which information will be displayed in the charts. When you click on the field, a drop-down list opens from which the interval is selected. The following intervals are currently available:

  • Auto;
  • 15 mins;
  • 30 mins;
  • 1 hour;
  • 3 hours
  • 6 hours;
  • 12 hours;
  • 1 day;
  • 2 days;
  • 1 week;
  • 2 weeks;
  • 1 month;
  • 3 month;
  • 6 month;
  • 1 year.

1.3.3. Dashboards

A dashboard is data collected and visualized using charts, graphs, etc.

Click on the New Dashboard button, which is located at the end of the list of dashboards (Fig. 8(3)), to create a new dashboard.

When you click the button, the Select dashboard modal window opens (Fig.9), in which you must choose the dashboard type. There are the following types of dashboards:

  1. Calls by period - represents the number of calls based on the selected filters and period;
  2. Calls count - groups calls count on doughnut diagram based on the selected filters;

  3. Calls count (metrics) - represents number of calls based on the selected filters and period;

  4. Calls count (variables) - represents number of calls based where variable option was selected, on the selected filters and period;
  5. Calls duration - groups overall calls duration based on the selected filters;
  6. Calls duration (metrics) - represents numeric duration of calls based on the selected filters and period.

Fig. 9.  Select dashboard modal window 

Click the OK button after selecting the type. The modal window displays the parameters for creating the selected dashboard. When you click the Cancel button, the modal window is closed, and the dashboard is not created.

1.3.3.1. Calls by period

The following fields for setting are displayed when choosing the Calls by period type (Fig. 10):

  • Name - the field for entering the name; can be empty;
  • Visualization - the ability to select a display option. For this type of dashboard, only graphical visualization is available - Line;
  • Visualization param - the ability to select the parameter by which the data will be displayed on the chart. The following options are available to choose from:
    • Direction;
    • User;
    • Agent;
    • Team;
    • Queue;
    • Gateway;
    • Hangup cause.
  • Top records: 
    • Top-5 records;
    • Top-10 records;
    • Top-15 records;
    • Top-20 records.

Fig. 10.  Select dashboard modal window  for Calls by period

1.3.3.2. Calls count

The following fields for setting are displayed when choosing the Calls count type (Fig.11):

  • Name - the field for entering the name; can be empty;
  • Visualization - the ability to select a display option. The following options are available to choose from:
    • Doughnut;
    • Bar.
  • Visualization param - the ability to select the parameter by which the data will be displayed on the chart. The following options are available to choose from:
    • Direction;
    • User;
    • Agent;
    • Team;
    • Queue;
    • Gateway;
    • Hangup cause.
  • Top records: 
    • Top-5 records;
    • Top-10 records;
    • Top-15 records;
    • Top-20 records.
  • Show relative values (%) - is a checkbox responsible for displaying data as a percentage.

Fig. 11. Select dashboard modal window  for Calls count

1.3.3.3. Calls count (metrics)

The following fields for setting are displayed when choosing the  Calls count (metrics) type (Fig.12):

  • Name - the field for entering the name; can be empty;
  • Visualization - the ability to select a display option. The following options are available to choose from:
    • Metric.

Fig. 12. Select dashboard modal window  for Calls count (metrics)

1.3.3.4. Calls count (variables)

The following fields for setting are displayed when choosing the  Calls count (variables) type (Fig.13):

  • Name - the field for entering the name; can be empty;
  • Visualization - the ability to select a display option. The following options are available to choose from:
    • Doughnut;
    • Bar.
  • Variable - the field for entering the variable name;
  • Top records: 
    • Top-5 records;
    • Top-10 records;
    • Top-15 records;
    • Top-20 records.
  • Show relative values (%) - is a checkbox responsible for displaying data as a percentage.

Fig. 13. Select dashboard modal window  for Calls count (variables)

1.3.3.5. Calls duration

The following fields for setting are displayed when choosing the Calls duration type (Fig.14):

  • Name - the field for entering the name; can be empty;
  • Visualization - the ability to select a display option. The following options are available to choose from:
    • Doughnut;
    • Bar;
  • Aggregation - the following options are available:
    • AVG: average value;
    • SUM: summarized value;
    • MAX: maximum value;
  • Visualization param - the ability to select the parameter by which the data will be displayed on the chart. The following options are available to choose from:
    • Direction;
    • User;
    • Agent;
    • Team;
    • Queue;
    • Gateway;
    • Hangup cause.
  • Top records: 
    • Top-5 records;
    • Top-10 records;
    • Top-15 records;
    • Top-20 records.
  • Show relative values (%) - is a checkbox responsible for displaying data as a percentage.

Fig. 14. Select dashboard modal window  for Calls duration

1.3.3.6. Calls duration (metrics)

The following fields for setting are displayed when choosing the Calls duration (metrics) type (Fig.15):

  • Name - the field for entering the name; can be empty;
  • Visualization - the ability to select a display option. The following options are available to choose from:
    • Metric;
  • Aggregation - the following options are available:
    • AVG: average value;
    • SUM: summarized value;
    • MAX: maximum value;
    • MIN: minimum value.

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