Using Quality InformationFind Quality Fields
See our blog post on the Field Gallery for more information. What to do if you don’t have any of the quality fields? Most likely, the answer is you didn’t turn on sending CMR (e.g. “Quality information”) with your CDR inside CallManager. Go check the settings in the section “Get the call quality” in our docs, it’s an easy change and will only add a little bit to the license usage, but will add a lot of useful information. Displaying the fields in Browse CallsThese fields are enabled by default. To see them in Browse Calls, simply add them with the field picker.
Simple Filtering by Quality Fields in Browse CallsIn version 6.0 of our app and newer, there are context menus which make filtering/searching much easier. You’ll still have to edit the search filters box occasionally too, but it’ll do most of the work for you. Follow along with me!
So while the contextual menus saves you from having to type in field names (and in many cases will actually work splendidly without editing!), for numeric values for now you’ll still have to edit the search filters slightly to change the criteria. We’re working on that! Similarly, you could
These search filters follow you though to General Report if you click the “Graph calls over time” link in the upper right. Simple Filtering by Quality Fields in General ReportUsing quality fields as a search “filter”The easy way to do this, obviously, is to go back to Browse > Calls (see above!) and add the filter there, then click the link in the right to >> graph calls over time to end up in General Report with that filtering set. Be sure to make any other changes you want – restricting it to certain numbers, date ranges, call types… These search filters also follow you back to Browse Calls if you click the “See calls” link in the upper right so feel free to hop between the two “views” of the data! Using Quality as “over” or “split by” fieldsA different way to look at that data is over MLQK. If you are using the newer quality scores, you’ll want something like over SCSR_overall. You could easily use *any* of the fields here, give them a try! The app is smart enough to put the continuous “MLQK” scores into intelligent buckets. Here the default of 0.1 sized buckets wasn’t bad, so I left it. You can change it to a smaller number to have fewer, larger sized buckets via the # of bins setting. Sometimes you have to change it a LOT before Splunk will snap to a smaller or bigger bucket. Try 5 then try 800 just to see what happens. Or even more fun, split by one of the fields. This means we go back to over time but then splits the resulting columns up by the split by field. Well, a picture is worth a thousand words: Note in this case there are *two* settings for # of bins. The first is associated with the time, so setting this small gives you fewer but bigger chunks of time across the bottom. The second is associated with the split by field, setting this one smaller or larger adjusts how big of buckets the MLQK is put into. Play with both of those settings a bit (one at a time!) and you’ll see how they work. Also note my mouse pointer is over one of the bars to see more information. Those are clickable so try that and see what happens! Other Notes!Read more about this in our blog on the new quality scores. It’ll be fun, we promise! Well, if not fun, at least it’ll be useful! If you have any comments at all about the documentation, please send it in to docs@sideviewapps.com. |