A newly created or cloned report will begin its life in the "Unsaved" state. You can easily spot when a report is Unsaved, because the report title will be "Unsaved Report".

After making changes to the Unsaved Report, a Save Button will Appear in the top right that needs to be clicked in order to save the report. If the button is clicked, the user will be prompted to input a name for the Report.

Once a report is saved to the system, the user can still edit it as per usual, but now the report will be accessible even after exiting the report page. If you leave the report page before saving a report - a system popup will warn you when you leave - the report you were working on will be lost forever.

A DataBlock is a block of information with a Title, a Subtitle, a Table and possibly a Chart.

QueueMetrics offers 150+ different DataBlocks, each with unique information and metrics. When building a report, the user will pick and choose the DataBlocks they are interested in, and add them to the current report. In doing so, the user is able to create a Report that perfectly matches their needs.

Users can access report that are created by them, or public reports created by other users, provided they hold the necessary security keys.

Each Report can contain any number of pages. The user can navigate through pages by clicking on the various tabs that are shown at the beginning of the page.

To create a new page, the user can click on the "plus" icon on the right

To edit the page order, the user can click on the Edit Tabs Order Icon next to the plus icon

This will open a panel where the user can drag and drop the Page names to reorder them

The "Plus" Icon, if clicked, prompts the user to input a name for a new report to be created. If clicked, a new report will be created with one empty page.

The "PDF" Icon will export the current report in PDF Format.

The "XLS" Icon will export the current report in XLS Format.

The "Download" Icon will export the current report in JSON Format, so it can be imported in a different QueueMetrics instance.

The "Upload" Icon will prompt the user to pick a QueueMetrics report schema (Exported from this QueueMetrics or another instance), to import it. The QueueMetrics report schema file should be in JSON Format.

A) Look for a Custom DataBlock with the same ID. If it exists, go to step B. If not, go to step C. B) Checks if the existing DataBlock is the same as the one from the other system If so, it keeps it, if not, go to step C. C) Creates a new DataBlock with the same properties as the one on the old system. If the ID is already in use, it creates a new one.

The "Share" Icon will copy a shareable link to the current report, in the user’s clipboard. This URL, if navigated to, will prompt an unauthenticated user to access QueueMetrics, then redirect him to the current report. If the user is already logged in QueueMetrics when he navigates to the link’s destination, then he will open the current report directly.

The "Gear" Icon will open the Report Settings Panel, where the user can edit the current report’s settings.

The "DataBlock" Icon will open the DataBlock Selector, where the user can see a live preview of all the DataBlocks QueueMetrics has to offer, and add them to the current report page if he so chooses.

The right section shows the number of taken, lost and offered calls, together with their percentage ratio. They also show the number of process calls in the report.

The left section shows the name of the currently selected report.

The user can change report by using this menu and selecting one of the available reports.

The "Queues" section shows the name of the currently selected queue or queues.

Finally, a time selector allows the use to change the time period the report is considering when analyzing data. The user can pick a date range or a preset time period. To switch between time selection modes, the user must click on the calendar icon.

If needed, the maximum allowable time period for reports can be set system-wide and then overridden on a user-by-user basis - the default is that any user can run reports of any length, but this can be changed by the administrator. See Maximum reporing period for further details.

If a filter expression is set for the report, it will appear at the bottom of the Recap panel.

To rename the current report, the user can click on the edit icon next to the report name

This will make the Report Name editable for the user.

Here the user can confirm the changes by clicking on the confirm icon or delete the report.

To delete the current report, the user can click on the delete icon instead of the confirm icon, when editing the Report Title

To change the queues to consider for the current report, the user can use the following menu. More than one queue can be selected at once.

When the user makes some changes to the report, two buttons will appear in the top right of the screen. These are the Apply and Save button.

Clicking on the Apply button will apply the new changes to the report, and recalculate the report with the new parameters and filters. This will however not save the report.

Clicking on the Save button will first save the new report parameters and then recalculate the report, exactly as if the user had pressed on the Apply button.

To further filter the current report, the user has access to an entire list of different filters that can be applied. These filters can be combined in an infinitely complex expression, that offers granular control over the data included in the current report.

To add a filter to the filter Expression, the user must click on the "Add Filter" button next to the current filters, at the bottom of the Recap Panel.

This will open the Filters Collection panel, where the user can add filters to the current report.

To easily access the desired filter, the user can use the search bar at the top.

Once the user inputs a new filter, it will appear in the Report’s filter expression.

Here, the user can add as many reports as they want, and combine them together with operators.

These filters show the user a series of options, and the user can only select one of the options. The user can search through the available options by typing a string with the menu open. This will filter the options to show only options containing the inputted string. An example of this type of filter is the "Agent Group" filter.

These filters are similar to Combo Filters, as they show the user a series of options and are searchable. The only difference is that if while inputting a string to filter the available options, no available option matches the inputted string, the user will be presented with an option to create a new option from scratch, with the inputted string as value. The Agent filter is an example of such filter.

These filters are simple text boxes that accept a value inputted by the user. Depending on the filter some values might not be valid. When the user inputs a value and the value is a valid value, a "plus" icon will appear next to the filters that needs to be clicked to add the filter to the expression.

Most of the available filters that accept user input as a value, are also capable of accepting a regular expression, as long as it starts with "^".

When a filter is selected, it is then added to the filter expression, at the botton of the Report Editing Panel

More than one filter can be added at once. They will be joined with the "And" operator by default.

By clicking on the operator, the user can change the operator for the entire group of filters.

Filters can be grouped together by dragging one filter upon another.

The user can delete a filter by clicking on the cross icon inside of the filter.

The user can delete a Filter Group by hovering over a closing parenthesys with the mouse (or keeping it pressed while on mobile) and then clicking on the "cross" icon that appears.

Clicking on a filter’s value will open the Filter Editing Panel, where the user can edit the value of the current filter.

In the Filter Editing Panel, by clicking on the "Negate This Filter" checkbox, the user can negate a filter. If, for example, a report is filtered by Agent 101, by negating the filter, the report will show all agents except Agent 101.

To the right side of a Report’s page, you will find a drop-down menu that allows you to Edit, Delete, Print or Reorganize your report page.

By clicking on the Delete icon, you will delete the current page, after confirming your choice.

By clicking on the Edit icon, you will open the Page Editor.

The Page Editor allows the user to edit the page information.

As shown, you can edit the following information:

To effectively print a report page, QueueMetrics must perform a few operations before opening the print dialogue. Namely, parts of the usual QueueMetrics GUI must be hidden from view, while a print-friendly recap of all the filters and report parameters will be added at the top of the report page.

Most importantly, all DataBlocks must be shown without pagination. Please note that this means that if your report contains a lot of calls, it could take a while to load in print mode, and we recommend against printing reports with more than a hundred calls, especially if you’re trying to print the details of said calls.

Once QueueMetrics has completed all the necessary preparations, it will open the Print Preview panel of your browser, where you can finalize the settings for the printing of the current report page.

We recommend printing the document in Landscape mode instead of Portrait, for better readability.

Every DataBlock will break the current page and begin a new one, to avoid tables being cut in half as much as possible. The font-size is set at 12pt, following printed documents readability guidelines for Google Chrome and Mozilla Firefox.

Due to Firefox’s issues with handling web pages that include Flexboxes during printing, the charts in Firefox will be displayed under the relevant table instead of on the side. Chrome will display them on the side instead.

Once the preview is generated, the document can be printed or saved as PDF.

After printing the document or cancelling the preview page, QueueMetrics will take a few seconds to restore the report to its original form. This is because every table must be reloaded in paged mode, and the GUI must be restored to its default state.

To the right side of a DataBlock, you will find a drop-down menu that allows you to edit, delete, export and reorganize a DataBlock.

By clicking on the Delete icon, you will delete the DataBlock from the current Report page.

By clicking on the PDF or XLS icons, you will export the DataBlock in the selected format.

By clicking on the Columns icon, you will open the DataBlock columns panel, where you can hide/show and rearrange the DataBlock’s columns.

By clicking on the Edit icon, you will open the DataBlock Editor panel, where you can edit the DataBlock’s information.

As shown, you can edit the following information:

Some DataBlocks may present a recap row at the start like the one showed in this picture:

These recap rows often don’t speak about any individual agent or queue, but represent a summation of the total values of every other row, in order to give an insight into the aggregation of the data displayed in the DataBlock.

Introduced with QueueMetrics 22.02, the new Timeline panel replaces the old call details panel.

To access a call’s Timeline panel, the user must click on the Magnifying Glass icon on the call’s row, in the Queue Details (OD01) or in the Detail of unanswered calls (UD01) DataBlock.

By clicking on the icon, the Timeline panel will appear. This panel presents a few features that are detailed below.

QueueMetrics 22.02 introduces the concept of Call Grouping. From this version onwards, Datablocks that show metrics that includes a field to indicate the number of calls that fulfill a certain criteria, and that also show this icon:

will offer the user the ability to see tables indicating which calls make up that number.

The calls are divided into Taken and Lost calls, while a third tab is dedicated to all IVR events.

The user is also able, by clicking on the magnifying glass, to reach the Timeline panel for each of the calls listed in these tables.

In the filter expression, a number of criteria can be specified to better zoom in on a given set of calls.

Note that:

When a report is run with criteria set, all statistics are computed "as if" those were the only calls available; so e.g. agent sessions may yeld different results from what you would get with no criteria.

Variables allow for very flexible filtering where you can check multiple variables at once, as in:

Variables are not logged natively by Asterisk, and can be added as explained in Adding custom variables - but they can be provided automatically if you run a WombatDialer campaign.

It is possible to filter out of the report so called "short calls", that is calls where the caller hung up before they could be meaningfully processed. Such calls inflate statistics and provide an inaccurate picture of what actually happened on the queues being processed.

QueueMetrics can filter out three types of short calls:

While calls are simply excluded and will not appear in reports, if you have short attempts and look at the call details, you can still see the "short attempts" under a different event class, but these events will not be counted for attempt statistics.

Short calls can be enforced on a global basis by setting the properties default.shortCallWait, default.shortCallTalk and default.shortAttempt.