Queue Reports (Q Xact) - Admin Guide
- Nathaniel Halbrooks
- Kelli Higdon
THIS WIKI HAS BEEN UPDATED FOR VERSION 13 OF YOUR PBX GUI
- 1 Overview
- 2 Data Retention
- 3 Q-Xact Report Templates
- 3.1 Report Types
- 3.2 Data Columns
- 3.3 Creating a New Template
- 3.3.1 Template Name
- 3.3.2 Tables
- 3.3.2.1 Report Type
- 3.3.2.2 Title
- 3.3.2.3 Columns
- 3.3.3 Save
- 3.4 Editing or Deleting a Template
- 4 Q-Xact Reports
Overview
Q-Xact is an advanced queue reporting module. Q-Xact gives you control over what data is displayed for each type of report. It allows you to build custom templates for quick reporting. Each report type, such as "All Call Distribution by Queue," has a list of columns that can be selected or deselected for on-the-fly customization.
Q-Xact is divided into two sections: Templates and Reports. The Templates section allows you to select the specific information that you would like to view in the report and then save it. The Reports section allows you to run your template against any or all of your agents and/or queues.
Data Retention
Q-Xact Reports is designed as a report generator for recent queue calls and events, and not designed to be an historic record of queue call data. Queue event data retained by default for 90 days, after which time it is purged. The retention period can be changed in Advanced Settings.
Q-Xact Report Templates
A template contains one or more report types. You can choose which reports and data belong to each template. A single template can have as many reports as you want.
Report Types
You can choose from the following report types:
Report Type | Description |
|---|---|
All Call Distribution by Queue | All calls to each queue, including answered and unanswered calls |
Answered Call Distribution by Queue | Answered calls to each queue |
Unanswered Call Distribution by Queue | Unanswered calls to each queue |
Answered Call Distribution by Agent | Answered calls per agent |
All Call Distribution by Day | All calls to each queue in a day-by-day breakdown |
All Call Distribution by Hour | All calls to each queue in an hour-by-hour breakdown |
All Call Distribution by Day of Week | All calls to each queue by day of week, such as Monday, Tuesday, etc. |
All Service Level | How long all answered calls had to wait in the queue before being answered, broken down in 15-second increments |
Answered Service Level | How long all answered calls had to wait in the queue to be answered |
Unanswered Service Level | How long unanswered calls waited in the queue before hanging up |
Call Disconnection Cause | A running total of disconnection causes, such as caller hung up, agent hung up, or call timed out |
Call Detail List | A detailed list of each call in each queue, both answered and unanswered |
Answered Call Detail List | A detailed list of answered calls in each queue |
Unanswered Call Detail List | A detailed list of each unanswered call in each queue |
Agent Availability Detail | Shows agent login and logout changes, and pause and unpause changes |
Agent Missed Call Detail | Shows each call offered to an agent that was not answered by that agent |
Data Columns
Depending upon the type of report, you can enable or disable several possible columns of data:
General
| Wait Time
Talk Time
| Call Duration
Call Disconnection
|
Desciption Wait time columns
Name | Description |
|---|---|
| Sum of waittime of calls in a queue |
| Avergage Wait time the calls |
| Minimum Wait time of the call in a queue |
| Maximum Wait time of the call in a queue |
| Percentage of wait time |
| Ring time of a Agent Missed call |
| Wait time of a specific Answered Calls |
Talk Duration (specific call) | Talk duration of specific Answered Calls |
Creating a New Template
Navigate to the QXact Report Templates module:
In the top menu, go to Reports
In the drop-down menu, go to Qxact Report Templates
Click the Add Template button.
Template Name
Give the template a name. In this example, we will call it "Manager's Report."
Tables
The template will include two tables by default. Each table represents one report. For each table, you can choose one of the report types described earlier in this wiki, along with which data sets to display.
Click the addTable button to add another table.
Click the Remove Table button to remove a table.
Below is the default for Table 1.
Report Type
Select a report type from the drop-down menu. This will affect the available data columns.
Title
Give the individual report a name.
In our example we are using the All Call Distribution by Queue report type, so we'll name it ACD By Queue.
Columns
These buttons show the available data sets for the report type. These data sets will be displayed as columns when the report is generated. Some data is selected by default. You can click the buttons to select or deselect the data columns.
Dark blue = selected
Light blue = not selected
Save
After you have configured one or more tables to be included in the template, click the Submit button. (There is no Apply Config button.) Now, you will be able to run a report using this template.
Editing or Deleting a Template
Your existing templates are listed in the Q-Xact Report Templates module home page.
To Edit: Click the pencil button for the template. When finished, click the Submit button. (There is no Apply Config button.)
To Delete: Click the trash button for the template. To confirm deletion, click OK in the pop-up window that appears.
Q-Xact Reports
Q-Xact Reports allows you to run a report for one template and pick the date range, queues, and agents to be included in the report.
Go to Reports → QXact Reports
Select a template to use for this report.
Select a Date Range for the report. The report will pull data from this range.
The Select Queues and Select Agents boxes show queues and agents that have data stored and available for reporting. If a queue or agent is new and has no call activity, you will not see that queue or agent listed. You can select one item in each box, or you can make multiple selections by using the shift, control, or command key while clicking. Select at least one queue and one agent. Your selections will display as gray or blue depending upon which field is active.
Click the Get QXact Report button to generate the report.
The top of the report shows the filters that you selected on the previous screen, such as Date Range, Queues, and Agents.
Below the summary, you will see each report that was included with the template.
Click the spreadsheet icon to export a report as a CSV file. Each report included in your template can be exported individually. CSV files can be opened in applications such as Microsoft Excel.