Statistics

Overview

The statistics page is used to monitor the efficiency of queues and agents. Statistics are automatically generated every six hours. They can also be generated manually.

Note

The contact center statistics do not apply to switchboard queues. See Switchboard for more details.

Note

The oldest statistics are periodically removed. See Purge Logs for more details.

Configuration

In order to display call center statistics, you must create at least one configuration profile.

Statistics Configuration

Statistics Configuration

The configuration profile is used to generate reports from the cache. The cache is generated independently from the configuration so adding a new configuration does not require a new cache generation.

Configuration options

Field Values Description
     
name string Configuration name, useful for remembering what the configuration is used for
interval enum [0-999] [day, week, month] Default time interval used when displaying statistics. Examples: “-1 day”: show statistics for yesterday “-3 weeks”: show statistics for the last 3 weeks
show on summary page   Display this configuration on the summary page
timezone America/Montreal Your time zone
     
Period cache   Maximum and minimum dates that can be used for displaying statistics
start YYYY-MM Start date
end YYYY-MM End date. If left to 0, use the servers’ current date
     
Working Hours   Work hours for agents
start hh:mm Beginning of working hours.
end hh:mm End of working hours
     
Periods   Number of calls answered for a time period
Period 1 number of seconds (Example: 20) Show number of calls answered within 20 seconds in column “P1”
Period n number of seconds (Example: 20) Show number of calls answered within 20 seconds in column “Pn”

Note

Calls outside of working hours will not be in the cache. e.g. if working hours are from 8:00 AM to 16:00 PM, a call at 7:55 AM will not show up in the reports.

Note

Statistics are computed on the hour. e.g. If work hours are from 8:30 to 16:15, working hours should be set from 8:00 to 17:00.

Note

Period includes both bounds, if the same number is used for the higher bound and the lower bound of next period, some calls will be counted twice. i.e period 1 : 0-30 period 2 : 31-60 period 3 : 61

How to generate the cache

The cache must be generated before using reports. By default, the cache is automatically generated every six hours.

However, you can safely generate it manually. The script to generate the cache is xivo-stat fill_db. When this script is run, statistics will be regenerated for the last 8 hours starting from the previous hour. e.g. If you run xivo-stat on 2012-08-04 11:47:00, statistics will be regenerated from 2012-08-04 03:00:00 to 2012-08-04 11:47:00

Note

xivo-stat fill_db can be a long operation when used for the first time or after a xivo-stat clean_db

Warning

The current events have an end date of the launch date of the script xivo-stat as the end date.

Clearing the cache

If for some reason the cache generation fails or the cache becomes unusable, the administrator can safely clean the cache using xivo-stat clean_db and then regenerate it. This operation will only clear the cache and does not erase any other data.

Queue statistics

Queue statistics can be viewed in Services ‣ Statistics ‣ Queue.

The first table displays a list of queues with all the counters for the period choosen from the Dashboard panel

Queue statistic all

By clicking on a queue name you may display detailed queue statistics

Queue statistic

Statistics can be displayed :

By week

Queue statistic week

By month

Queue statistic month

By year

Queue statistic year

Counters

  • Received: Total number of received calls
  • Answered: Calls answered by an agent
  • Abandoned: Calls that were hung up while waiting for an answer
  • Dissuaded or Overflowed:
    • Closed: Calls received when the queue was closed
    • No answer (NA): Calls that reached the ring timeout delay
    • Satured: Calls received when the queue was already full (“Maximum number of people allowed to wait:” limit of advanced tab) or when one of the diversion parameters were reached
    • Blocking : Calls received when no agents were available or when there were no agents to take the call, join an empty queue condition or remove callers if there are no agents condition is reached (advanced queue parameter tab).
  • Average waiting time (AWT): The average waiting time of call on wait
  • Answered rate (HR): The ratio of answered calls over (received calls - closed calls)
  • Quality of service (QoS): Percentage of calls answered in less than x seconds over the number of answered calls, where x is defined in the configuration

Agent performance

Agent performance statistics can be viewed in Services ‣ Statistics ‣ Performance agents.

Performance Agents statistic

Note

The agent performance counters do not take into account transfer between agents: if agent A processes a call and transfers it to agent B, only the counters of agent A will be updated. Ignoring any info after the call transfer.

Counters

  • Answered: Number of calls answered by the agent
  • Conversation: Total time spent for calls answered during a given period
  • Login: Total login time of an agent.
  • Wrapup: Total time spent in wrapup by an agent.
  • Pause: Total pause time of an agent

Warning

Data generated before XiVO 12.19 might have erroneous results for the Login time counter

Note

The Pause time counter only supports PAUSEALL and UNPAUSEALL command from cticlient

Note

Wrapup time events were added to XiVO in version 12.21

Agent summary

Performance Agents statistic summary

Agent per day

Performance Agents statistic per day

Agent per week

Performance Agents statistic per week

Agent per month

Performance Agents statistic per month

Agent per year

Performance Agents statistic per year

Period details

Display by period defined in configuration, i.e. between 0 and 10s, 10s and 30s etc ... the number of handled calls and the number of abandonned calls

Queue period details

You may click on a queue name to get more information for this queue

Period details by day

Queue period details for a specific day

Period details by week

Queue period details for a week

Period details by month

Queue period details for a month

Period details by year

Queue period details for a year