Report Parameters – VitalPBX Wiki

Report Parameters

admin — Fri, 01 Dec 2023 17:33:47 +0000

Before we begin to generate reports, you must know the different options to apply at the moment of generating them.

Queues

admin — Fri, 01 Dec 2023 17:36:24 +0000

Here, we select the Queues to include on the generation of the report. By only clicking on the Queues field, a dialog will be shown from which you will be able to select the Queues to include on the report. If we desire to include all of the Queues, all you have to do is click on the ‘add all’ option.

Agents

admin — Fri, 01 Dec 2023 17:44:07 +0000

Here, you can select the Agents to be included on the report. Simply by clicking on the Agents field, you will be shown the following dialog through which you can select the Agents to include on the report.

Date

admin — Fri, 01 Dec 2023 17:56:18 +0000

Here, we configure the Date and Time Range to use to generate the reports, when clicking on the field, we will be shown a calendar with multiple options.

We have some range templates that can facilitate the selection:

Today, we evaluate the calls for the current day.

Yesterday, we evaluate the calls for the day prior.
This week, we evaluate the calls for the current week starting from Monday, or the day you have defined as your week start.
Last week, we evaluate the calls for the week prior starting from Monday, or the day you have defined as your week start.
This month, we evaluate the calls for the current month.
Last month, we evaluate the calls for the month prior.
This year, we evaluate the calls for the current year.
Last year, we evaluate the calls for the year prior.
Custom, We can also select a custom date and time range by selecting the days on the calendar.

Shifts (Optional)

admin — Fri, 01 Dec 2023 17:56:59 +0000

In Call Centers, is it by norm to have work shifts, for example:

Shift 1: 08:00 AM through 04:00 PM
Shift 2: 04:00 PM through 12:00 PM
Shift 3: 12:00 PM through 08:00 AM

In Sonata Stats it is possible to create these shifts, so that they are taken into account at the moment of generating the report. If we do not select a shift, the 24 hours of the day will be taken into account

Filters

admin — Fri, 01 Dec 2023 18:00:37 +0000

Some Reports will also possess an additional option to filter information. We can see than on these reports a button with three dots is added. When you press this button, some additional data will appear to configure on the filter. Each one of these inputs will be explained coming up.

Time Interval

admin — Fri, 01 Dec 2023 18:04:05 +0000

In some reports we find the Time Interval option. This parameter is used so that you can see the report with the selected interval.

Max session allowed (hours)

admin — Fri, 01 Dec 2023 18:06:03 +0000

A very important piece of information to take into account is that sometimes, the evaluated period does not include certain events. For example, the login of an agent to their queues, since they might have done so outside of the selected time frame. For this we got the Max Session Allowed (hours) parameter. Its default value is seven (7), this indicates that if the login/logout that completes the event is not found the maximum session time for the agent it would be of 7 hours. This tends to happen when we evaluate short periods lower than 24 hours.

Max pause allowed (minutes)

admin — Fri, 01 Dec 2023 18:09:43 +0000

In some occasions, orphan events may be found, for example, an Un-Pause event that would precede a Pause event, for these cases we would use the Max Pause Allowed (minutes). This is the maximum amount of time for a pause to apply in the case of orphan events. The default value is 15 minutes.

Export Data

admin — Fri, 01 Dec 2023 18:37:46 +0000

All of the reports have the option to be exported in various formats, here are the available options:

, exports the report in PDF format using the predetermined parameters.
, exports the report in Excel format.
, exports the report in CSV format, this can be read by Excel or any other text editor.