Generate Advanced Statistics report

1. In the ribbon in the top of the Advanced Statistics window, select REPORTS > BASIC REPORTS.

2. On the Period tab, specify the date and time range that you want the report to cover.

3. On the Settings tab, select which days of the week that you want the report to cover. Also select required time format, for example hhmmss for hours, minutes, and seconds.

4. Select required report template. There are templates for data from Zylinc solutions as well as from CDRs.

5. Select required report targets. A report target can be a queue, an office location, a person, a group of people, etc. This way you specify what the report should be about.

   If there are many report targets, use the filter at the top of the page to quickly find particular targets.

6. When ready, click the Execute report button.

   When the report is ready, it opens in a simple view. To get more options, including the ability to save the report, click Open in advanced mode.

   Even in the simple view, there's an Auto update feature that you can use to automatically re-create the report with the latest available information at the specified interval.

1. In the ribbon in the top of the Advanced Statistics window, select REPORTS > ADVANCED REPORTS.

2. Click Zylinc.

3. On the Parameters tab's From-To tab, specify the date range that you want the report to cover.

   On the From-To tab, select which days of the week that you want the report to cover.

   If you want multiple individual dates instead of a date range, use the neighboring Custom tab.

4. On the Parameters tab's Interval tab, specify the time range that you want the report to cover.

   Then select required Interval grouping. That determines if the report's intervals should be based on, for example, time or date.

   Also select required time format, for example hhmmss for hours, minutes, and seconds.

   If you selected a time-based interval grouping, you can specify required time interval length on the Additional tab. The default time interval is 30 minutes.

   If you don't know which formats are most useful, don't worry. When the report is ready, you can change all parameters on the fly.

5. On the Parameters tab's Report tab, select required type of report.

   Then select required Result grouping. That determines how the report's content will be arranged.

   Example: Say that you're going to create a report about three queues. If you select Total, the report will show the total values for all three queues, but if you select Objects, the report will show individual values for each queue.

   If you've selected a report about voice queues, chat queues, or e-mail queues, use the Service time (sec) field to specify your organization's goal for how long it should take to answer inquiries. When you generate the report, you'll then get data about your ability to meet that goal.

6. On the Parameters tab's Report targets tab, click the icon, and then select required report targets. A report target can be a queue, a department, an office location, a person, a group of people, etc. This way you specify what the report should be about.

   If there are many report targets, use the filter at the top of the page to quickly find particular targets.

7. When ready, click the Execute report button.

   When the report is generated, you can customize it further on the tabs at the top of the report page. You can change all the parameters, including the report targets, and you can also save it and schedule automatic generation and distribution, or you can export the report.

Voice queues report: View call specifications

If your report is of the type Voice queues, you can view detailed call specifications:

You may need special user rights to view call specifications. Ask your Zylinc administrator if you're in doubt.

1. When the report is generated, select the Specifications tab, and then click the Group calls button.

2. You can now view all call specifications from the requested period and targets.

   
   Example illustration; your call specifications may have different content

   There can be a lot of information across many pages, but at the top of the page you can filter the columns to quickly find a specific call.

   To view details about a specific call, including events, such as Queued, CallOffer, CallAccepted, Answer, Bridge, Transfer, etc., click >> on the relevant row.

   You can export relevant call specifications in Excel and CSV formats, and save them as a file or send them as an e-mail, on the Export tab.

   To return to the main report, click Go back in the top right corner of the page.

1. In the ribbon in the top of the Advanced Statistics window, select REPORTS > ADVANCED REPORTS.

2. Click the name of the PBX source that you want to view CDR data from. In some installations the option may simply be named CDR.

3. On the Parameters tab's From-To tab, specify the date range that you want the report to cover.

   If you want multiple individual dates instead of a data range, use the neighboring Custom tab.

   On the From-To tab, select which days of the week that you want the report to cover.

4. On the Parameters tab's Interval tab, specify the time range that you want the report to cover.

   Then select required Interval grouping. That determines if the report's intervals should be based on, for example, time or date.

   Also select required time format, for example hhmmss for hours, minutes, and seconds.

   If you selected a time-based interval grouping, you can specify required time interval length on the Additional tab. The default time interval is 30 minutes.

   If you don't know which formats are most useful, don't worry. When the report is ready, you can change all parameters on the fly.

5. On the Parameters tab's Report tab, select required Result grouping. That determines how the report's content will be arranged.

   Example: Say that you're going to create a report about three queues. If you select Total, the report will show the total values for all three queues, but if you select Objects, the report will show individual values for each queue.

   In the Service time (sec) field, specify your organization's goal for how long it should take to answer inquiries. When you generate the report, you'll then get data about your ability to meet that goal.

6. On the Parameters tab's Report targets tab, click the icon, and then select required report targets. A report target can be a queue, a department, an office location, a person, a group of people, etc. This way you specify what the report should be about.

   If there are many report targets, use the filter at the top of the page to quickly find particular targets.

7. When ready, click the Execute report button.

   When the report is generated, you can customize it further on the tabs at the top of the report page. You can change all the report's parameters, including the report targets. In the following, we'll focus on how to view call specifications from the CDR.

   You may need special user rights to view call specifications. Ask your Zylinc administrator if you're in doubt.

8. Select the Specifications tab, and then click the Calls button.

9. You can now view all call specifications from the requested period and targets.

   
   Example illustration; your call specifications may have different content

   There can be a lot of information across many pages, but at the top of the page you can filter the columns to quickly find a specific call.

   To view details about a specific call, click >> on the relevant row.

   You can export relevant call specifications in Excel and CSV formats, and save them as a file or send them as an e-mail, on the Export tab.

   To return to the main report, click Go back in the top right corner of the page.

When you're ready, you can save the report and schedule automatic generation and distribution, or you can export the report.