Advanced Usage

Where do I start?

I need to create an advanced report, but I don’t even know where to start!  Can you help me?

Yes, we can.  Here’s a quick overview:

  • If the rows you need in the report are calls, start in Browse Calls

 

  • If the rows you need in the report are people, start in Browse Extensions
    • From the main menu across the top, select Browse then select Extensions.

 

  • Otherwise start in General Report.
    • From the main menu across the top, select Report then select General Report.
    • Filter your report using our Search Tips page.
    • From left to right, start changing options to build your report.
    • Refer to some of the searches below for ideas!

If you have any questions on what a certain field means, review the table of fields available when you click Home on the main menu across the top.  Many fields also have links to pre-built reports to get you started.

Call Reporting

You need to run reports to view call metrics across all your calls, broken down in different ways.  For example by site, by inbound vs outbound vs internal, by hour of day, by department, by cluster,  you name it.

  • From the main menu across the top, select Report then select General Report.

For tips on searching for multiple numbers at once or for ranges of numbers, see our Search Tips page.

Some tips on the above cases

Report of all calls by site

Click the drop-down for split by and select site.

Report on only inbound calls by site

Click the call types field and uncheck all except inbound, then click the drop-down for split by and select site

Report by hour of day

If you’d like to see the overall time spent per hour over the past week, configure your report like the following:

  • Chart the sum
  • of duration_in_minutes,
  • over hour_of_day
  • with a split by of (none)
  • and a sort by of hour_of_day (ascending).

Report on minimum MLQK by hour

MLQK is an estimate of the MOS score of the last 8 seconds of the call, or a measure of the quality of a call.  The closer this is to 4.5 the better the call quality is.  If you wanted to see if there are certain hours of the day where MLQK is low, configure a report like the below:

  • Chart the min
  • of MLQK,
  • over hour_of_day
  • In this case, you will get results faster if you only count records with MLQK.  In the other terms search box type MLQK>0
  • In the resulting Chart, change it to a line chart if it isn’t already.

Be sure to check out the other MLQK fields – MLQKav, MLQKmnMLQKmx! Descriptions can be found by clicking Home in the main menu and searching for them in the Get to know all the fields you can filter and report on section.

As you can see, the possibilities for how to display the data are endless.  The app extracts the call quality data and consolidates it with the details from the CDR side so that you can filter and report and visualize this data in any way you like.  Feel free to try other combinations!

Gateway Utilization

Are we dropping calls?  Are we close to dropping calls?  Or are we so far away from dropping calls that we should investigate *reducing* the number of lines we have?

  • From the main menu across the top, select Reports then select Call Concurrency and Gateway Utilization.
  • Change the time frame drop-down to a reasonable period.

You should also visit the Busy Hour Calculator as well!

  • From the main menu across the top, select Reports then select Busy Hour Calculator.
  • Select the tab for Per Gateway.

Site to Site concurrency

You need to analyze the site-to-site concurrency for calls between locations that are not going out.  You might be doing a lot of SIP trunking, or you might need to corroborate whether efforts to save money and reduce PRI usage are actually working

  • From the main menu across the top, select Browse then select Sites.
  • Click on a site.

 





If you have any comments at all about the documentation, please send it in to docs@sideviewapps.com.