Howto:Analytics - MediaRunway - Partner App: Difference between revisions

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<!-- replace CompanyLogo by real logo-name. Do not change size & alignment. Upload image by pressing red link -->
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[[Image:Mediarunway_company_logo_200.png||200px|right]]
[[Image:Mediarunway_company_logo_200.png|200px|right|/Mediarunway_company_logo_200.png|/Mediarunway_company_logo_200.png]]


==Product Name==
==Product Name==
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==Category==
==Category==
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[[Category:Partner_Apps|{{PAGENAME}}]]
[[Category:Partner Apps|{{PAGENAME}}]]
{{Category:3rdParty_Reporting_/_Monitoring}}
{{Category:3rdParty_Reporting_/_Monitoring}}
[[Category:3rdParty_Reporting_/_Monitoring|{{PAGENAME}}]]
[[Category:3rdParty Reporting / Monitoring|{{PAGENAME}}]]


==Vendor==
==Vendor==
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[[Image:Mediarunway_company_logo_150_2.png|150px]]
[[Image:Mediarunway_company_logo_150_2.png|150px|/Mediarunway_company_logo_150_2.png|/Mediarunway_company_logo_150_2.png]]


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<!-- MR-TODO: Change to icon of the app 100x100 -->
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[[Image:mediarunway-analytics.png]]
[[Image:mediarunway-analytics.png|/Mediarunway-analytics.png|/Mediarunway-analytics.png]]


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=== Users App ===
=== Users App ===
[[Image:analytics_icon_users.png|100px]]
[[Image:analytics_icon_users.png|100px|/Analytics_icon_users.png|/Analytics_icon_users.png]]


==== Add Dashboard ====
==== Menu ====
* Open Hamburgermenu
[[File:Analytics-user-menu.png|none|thumb|Hamburger Menu|/Analytics-user-menu.png]]
* Click the 'Plus' Icon in the upper right corner
* Enter name and submit
* [[Image:analytics_create_dashboard.png|300px]]


==== Edit Dashboard ====
==== Dashboards ====
* Click on the 'Pen' icon next to the Dashboard name at the top
[[File:Analytics-user-dashboard-view.png|none|thumb|Example Dashboard|/Analytics-user-dashboard-view.png]]
* Change name
[[File:Analytics-user-dashboard-header.png|none|thumb|Example Dashboard header|/Analytics-user-dashboard-header.png]]
* Make Dashboard public
** default is private
** other users will see it in the Hamburgermenu under 'PUBLIC DASHBOARDS'
* Delete Dashboard
* [[Image:analytics_edit_dashboard.png|300px]]


==== Add Widget to a Dashboard ====
===== Add Dashboard =====
* Open the Dashboard
* Click on the last Entry symbolized with a 'Plus' in the middle
* Enter name for the Widget
* Select Type
* Fill out the upcoming Parameters
* Select a dynamic Timespan or a fixed Date
* [[Image:analytics_add_widget.png|300px]]


==== Edit Widgets ====
* Open Hamburger menu
* Click on the 'Gear' icon on the left to open the menu like in 'Add Widget to a Dashboard'
* Click on "+" icon on the right besides "Dashboards"
* Click on the 'X' icon to remove the widget
* Hold the widget to change postions with other widgets
* [[Image:analytics_edit_widget.png|300px]]


==== Example Dashboard ====
===== Delete Dashboard =====
* [[Image:mediarunway-analytics2.png|800px]]


==== Call Flow ====
* Open Dashboard
* Click on "Delete" in the top right corner
* Confirm
 
===== Edit Dashbaord =====
[[File:Analytics-user-dashboard-edit.png|none|thumb|Popup edit Dashboard|/Analytics-user-dashboard-edit.png]]
 
* Open Dashboard
* Click on the Name/Icon in the top left corner
* Enter name
* Pick icon
* Confirm
 
===== Add Widget =====
 
* Open Dashboard
* Click on "New Widget" in the top right corner
* The new widget will be added to the list
* Automatically scrolls to the new widget
 
===== Delete Widget =====
 
* Open Dashboard
* Locate Widget
* Click on "x" in the top right corner of the widget
 
===== Edit Widget =====
 
* Open Dashboard
* Locate Widget
* Click on the Settings icon in the top left corner of the widget
 
===== Set Widget time span =====
 
* Open Dashboard
* Locate Widget
* Click on the Time select in bottom of the widget
 
===== Widgets =====
Widgets are the central part of every dashboard.They allow the user to configure a very custom dashboard.
 
The name of the widget will be visible in the dashboard.
 
The description is only visible inside this popup.
 
"Reporting" lets the user select the type of Chart/Query.
 
====== Reaction time ======
[[File:Analytics-user-widget-reactiontime.png|none|thumb|Popup edit widget: Reaction time|/Analytics-user-widget-reactiontime.png]]
 
* pick one user
 
====== Call volume ======
[[File:Analytics-user-widget-callvolume.png|none|thumb|Popup edit widget: Call volume|/Analytics-user-widget-callvolume.png]]
 
* pick multiple users
* filter calls: "internal" / "external" / "internal & external"
 
* group by: "Count: Incoming & Outgoing" / "Duration: Incoming & Outgoing" / "Count: Accepted & Missed"
 
====== Utilization ======
[[File:Analytics-user-widget-utilization.png|none|thumb|Popup edit widget: Utilization|/Analytics-user-widget-utilization.png]]
 
* pick one trunk / waiting queue / gateway
* shows the number of parallel calls
 
====== Calls (Heatmap) ======
[[File:Analytics-user-widget-heatmap.png|none|thumb|Popup edit widget: Calls (Heatmap)|/Analytics-user-widget-heatmap.png]]
 
* pick multiple users / trunks / waiting queues
* filter calls: "internal" / "external" / "internal & external"
* filter calls: "incoming" / "outgoing" / "incoming & outgoing"
* filter calls: "connected" / "missed" / "busy" / "no channel"
* show: "sum" / "average"
 
==== Reporting ====
[[File:Analytics-user-reporting-view.png|none|thumb|Example: Reporting|/Analytics-user-reporting-view.png]]
Search for calls, filter after parameters, get an overview in a table and look into the details of a call.
Search for calls, filter after parameters, get an overview in a table and look into the details of a call.
* Filter
** Add local object
*** Search after the person in your company
*** Add Person by clicking on the '+' Icon
*** Remove Person by clicking on the 'x' Icon
** Add remote number / SIP
*** Enter remote part of the call
*** Add by clicking on the '+' Icon
*** Remove by clicking on the 'x' Icon
** Date (from - to)
*** Enter from Date (optional)
*** Enter to Date (optional)
** Evaluation
*** 'filter smart calls' hides calls that only represent a part of an already listed entry
** Call state
*** 'no answer' - user didn't picked up the call
*** 'connected' - user picked up the call
*** 'busy' - user was busy at that time
*** 'no channel' - user couldn't even reach the other party
** Call direction
*** 'incoming'
*** 'outgoing'
** Call time (in seconds)
*** Enter range for the duration of the call (optional)
** Alert time (in seconds)
*** Enter range for the alert duration of the call (optional)
** [[Image:analytics_callflow_filter.png|200px]]
* Table of Content
** [[Image:analytics_callflow_toc.png]]
* Summing Up
** [[Image:analytics_callflow_summing_up.png|300px]]
* Download
** Available formats: CSV


==== Example: Call Flow ====
===== Templates =====
* [[Image:analytics_callflow_example.png|800px]]
Lets the user save filters as a template. Important: A configured template is later used to create an automation.
 
====== Save current filters as template ======
 
* Open Reporting
* Locate the left panel
* Click on "Save" to save the current config into an existing or new template
 
====== Load template into filters ======
 
* Open Reporting
* Locate the left panel
* Click on "Load" an pick an existing template to load the config from
 
===== Filter (Standard) =====
[[File:Analytics-user-reporting-filter.png|none|thumb|Standard filter of reporting|/Analytics-user-reporting-filter.png]]
 
====== Query ======
 
* pick "Standard"
 
====== Pbx Objects ======
 
* add multiple users / waiting queues etc...
* if none is specified all pbx objects will be used
 
====== Remote Party ======
 
* add multiple remote partys by dn / sip / e164
* if none is specified all remote partys will be used
 
====== Time span ======
 
* select time span from day to day
* if none is specified it will use every call entry
 
====== Waiting Time ======
 
* set a min waiting time in seconds
* set a max waiting time in seconds
* if min is not set it will use 0 as a default
* if max is not set it will use Infinity as a default
 
====== Call Duration ======
 
* set a min call duration in seconds
* set a max call duration in seconds
* if min is not set it will use 0 as a default
* if max is not set it will use Infinity as a default
 
====== Call Status ======
 
* Accepted = answered call
* Missed = unanswered call
* Busy = unanswered call, but with the reason that the user was busy (ISDN Cause: 17)
* No channel = unanswered call, but with the reason that an error occured (ISDN Cause: 1, 18, 26)
 
====== Call Direction ======
 
* filter: internal / external / internal & external
* filter: incoming / outgoing / incoming & outgoing
* filter: forwarded & transferred calls / without forwarded & transferred calls / only forwarded calls  / only transferred calls
 
===== Filter (Waiting Queue Calls) =====
groups calls after waiting queues
[[File:Analytics-user-reporting-filter-wqc.png|none|thumb|Reporting filter "Waiting Queue Calls"|/Analytics-user-reporting-filter-wqc.png]]
 
====== Query ======
 
* pick "Waiting Queue Calls"
 
====== Waiting Queues ======
 
* add multiple waiting queues
* if none is specified all waiting queues will be used
 
====== Agents ======
 
* add multiple remote agents (users)
* if none is specified all agents will be used
 
====== Time span ======
 
* select time span from day to day
* if none is specified it will use every call entry
 
====== Call Direction ======
 
* filter: internal / external / internal & external


==== Send Number (External) ====
===== Output =====
Evaluate calls by grouping by an external number. Used for example to bill project numbers. This can be configured by an admin at the user or by the App: [https://wiki.innovaphone.com/index.php?title=Howto:Sendnumber_App_-_effexx_-_Partner_App Sendnumber - effexx]
* Filter
** Enter Number
*** Enter external number (optional)
** Date (from - to)
*** Enter from Date (optional)
*** Enter to Date (optional)
** Call time (in seconds)
*** Enter range for the duration of the call (optional)
** Alert time (in seconds)
*** Enter range for the alert duration of the call (optional)
** View
*** 'No Object Details'
*** 'Anonymize Target'
*** 'Show Alertduration'
** [[Image:analytics_sendnumber_filter.png|200px]]
* Table of Content
** [[Image:analytics_sendnumber_toc.png]]
* Summing Up
** [[Image:analytics_sendnumber_summing_up.png|300px]]
* Download
** Available formats: PDF, CSV
* Automate
** see 'Automated Reports'


==== Example: Send Number (External) ====
====== CSV-Export ======
* [[Image:analytics_sendnumber_external_example.png|800px]]


==== Waiting Queue (Incoming) ====
====== Table ======
Has the same range of functions like 'Send Number (External)', but instead of grouping by an external number, you can group by a waiting queue. If a call for example comes in through a trunk, connects to a waiting queue and then gets forwarded to a user, this wouldn't be considered as one call, but as a flow of calls. Thats Problematic for billing, so 'Waiting Queue (Incoming)' simplifies this by merging it into one call and displaying the actual caller and acceptor of the call through a waiting queue.


==== Example: Waiting Queue (Incoming) ====
====== Table (Waiting Queue Calls) ======
* [[Image:analytics_waitingqueue_incoming_example.png|800px]]


==== Waiting Queue (Employees) ====
====== Tabs ======
Like 'Waiting Queue (Incoming)' the calls are grouped by a waiting queue and by the users in that waiting queue. Instead of a list of calls 'Waiting Queue (Employees)' will display all users in that waiting queue and also the call count, the call duration, the alert duration and the ⌀ call curation, the ⌀ alert duration.


==== Example: Waiting Queue (Employees) ====
====== Data summary ======
* [[Image:analytics_waitingqueue_employees_example.png|800px]]


==== Automated Reports ====
==== Automation ====
Auotmated Reports can be created by clicking on the 'Automate' Button in 'Send Number (External)', 'Waiting Queue (Incoming)' and 'Waiting Queue (Employees)'. The current config for evaluating will be attached to the automated report except the date. Auotmated Reports will create PDFs in a given rythm. These PDFs will be in the Archive.
Auotmated Reports can be created by clicking on the 'Automate' Button in 'Send Number (External)', 'Waiting Queue (Incoming)' and 'Waiting Queue (Employees)'. The current config for evaluating will be attached to the automated report except the date. Auotmated Reports will create PDFs in a given rythm. These PDFs will be in the Archive.


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=== Admin App ===
=== Admin App ===
[[Image:analytics_icon_admin.png|100px]]
[[Image:analytics_icon_admin.png|100px|/Analytics_icon_admin.png|/Analytics_icon_admin.png]]


==== Configuration ====
==== Configuration ====
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Also only at the Analytics admin pbx app object should be activated the checkboxes like in the next screenshot, no active checkbox in the Analytics user pbx app object!
Also only at the Analytics admin pbx app object should be activated the checkboxes like in the next screenshot, no active checkbox in the Analytics user pbx app object!


[[Image:MediaRunway-Analytics-pbxObjAppConfig.png|400px]]
[[Image:MediaRunway-Analytics-pbxObjAppConfig.png|400px|/MediaRunway-Analytics-pbxObjAppConfig.png|/MediaRunway-Analytics-pbxObjAppConfig.png]]


==Prerequisites==
==Prerequisites==
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To collect Data about calls, the CDRs interface needs to be configured. Navigate to Devices App > Devices > 'Pick the PBX to get the CDRs from' > Admin Ui > Gateway > CDR1. The default configuration from CDR0 can be copied. Important is that the path needs to end with 'analytics/cdr'. One way to test the configuration is to do a test call and export the CDRs database in the Analytics Admin App. If its not empty, its very likely that its configured correctly.
To collect Data about calls, the CDRs interface needs to be configured. Navigate to Devices App > Devices > 'Pick the PBX to get the CDRs from' > Admin Ui > Gateway > CDR1. The default configuration from CDR0 can be copied. Important is that the path needs to end with 'analytics/cdr'. One way to test the configuration is to do a test call and export the CDRs database in the Analytics Admin App. If its not empty, its very likely that its configured correctly.


[[Image:analytics_cdr_config.png|700px]]
[[Image:analytics_cdr_config.png|700px|/Analytics_cdr_config.png|/Analytics_cdr_config.png]]
* the 'Adress' is the uri (without https) of the app platform.  
* the 'Adress' is the uri (without https) of the app platform.  
* the 'Path' for CDR is the same uri (also without https) which is shown in the 'AP Manager' app at the app instance under 'Webserver path'
* the 'Path' for CDR is the same uri (also without https) which is shown in the 'AP Manager' app at the app instance under 'Webserver path'
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===AP manager settings===
===AP manager settings===
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[[Image:Analytics_ap_manager.png|800px]]
[[Image:Analytics_ap_manager.png|800px|/Analytics_ap_manager.png|/Analytics_ap_manager.png]]


===PBX manager settings===
===PBX manager settings===
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[[Image:Analytics_pbx_manager.png|1000px]]
[[Image:Analytics_pbx_manager.png|1000px|/Analytics_pbx_manager.png|/Analytics_pbx_manager.png]]


==Copyright information==
==Copyright information==

Latest revision as of 11:50, 22 April 2026

/Mediarunway_company_logo_200.png
/Mediarunway_company_logo_200.png

Product Name

MediaRunway Analytics

Certification Status

This App is listed due to a customer testimonial. No tests have been conducted by innovaphone.

This App has been listed June 2024.

Category

Call Statistics, Call Monitoring Systems

Vendor

/Mediarunway_company_logo_150_2.png


MediaRunway is an ITC enterprise that provides its customers with contemporary IT services in all areas - Your business, our solution.

MediaRunway - About us


Description

/Mediarunway-analytics.png


The Analytics myApps app is the simple, comprehensive and visualized way of evaluating calls to reduce unanswered calls and optimize your business processes. Build and share customized dashboards, take a deeper look into callflows, evaluate your waitingqueues, track the trunk usage or let the system automatically create reports for you. All in one without the needs of an external server.

MediaRunway - About this application


Functions

Users App

/Analytics_icon_users.png

Menu

/Analytics-user-menu.png

Dashboards

/Analytics-user-dashboard-view.png
/Analytics-user-dashboard-header.png
Add Dashboard
  • Open Hamburger menu
  • Click on "+" icon on the right besides "Dashboards"
Delete Dashboard
  • Open Dashboard
  • Click on "Delete" in the top right corner
  • Confirm
Edit Dashbaord
/Analytics-user-dashboard-edit.png
  • Open Dashboard
  • Click on the Name/Icon in the top left corner
  • Enter name
  • Pick icon
  • Confirm
Add Widget
  • Open Dashboard
  • Click on "New Widget" in the top right corner
  • The new widget will be added to the list
  • Automatically scrolls to the new widget
Delete Widget
  • Open Dashboard
  • Locate Widget
  • Click on "x" in the top right corner of the widget
Edit Widget
  • Open Dashboard
  • Locate Widget
  • Click on the Settings icon in the top left corner of the widget
Set Widget time span
  • Open Dashboard
  • Locate Widget
  • Click on the Time select in bottom of the widget
Widgets

Widgets are the central part of every dashboard.They allow the user to configure a very custom dashboard.

The name of the widget will be visible in the dashboard.

The description is only visible inside this popup.

"Reporting" lets the user select the type of Chart/Query.

Reaction time
/Analytics-user-widget-reactiontime.png
  • pick one user
Call volume
/Analytics-user-widget-callvolume.png
  • pick multiple users
  • filter calls: "internal" / "external" / "internal & external"
  • group by: "Count: Incoming & Outgoing" / "Duration: Incoming & Outgoing" / "Count: Accepted & Missed"
Utilization
/Analytics-user-widget-utilization.png
  • pick one trunk / waiting queue / gateway
  • shows the number of parallel calls
Calls (Heatmap)
/Analytics-user-widget-heatmap.png
  • pick multiple users / trunks / waiting queues
  • filter calls: "internal" / "external" / "internal & external"
  • filter calls: "incoming" / "outgoing" / "incoming & outgoing"
  • filter calls: "connected" / "missed" / "busy" / "no channel"
  • show: "sum" / "average"

Reporting

/Analytics-user-reporting-view.png

Search for calls, filter after parameters, get an overview in a table and look into the details of a call.

Templates

Lets the user save filters as a template. Important: A configured template is later used to create an automation.

Save current filters as template
  • Open Reporting
  • Locate the left panel
  • Click on "Save" to save the current config into an existing or new template
Load template into filters
  • Open Reporting
  • Locate the left panel
  • Click on "Load" an pick an existing template to load the config from
Filter (Standard)
/Analytics-user-reporting-filter.png
Query
  • pick "Standard"
Pbx Objects
  • add multiple users / waiting queues etc...
  • if none is specified all pbx objects will be used
Remote Party
  • add multiple remote partys by dn / sip / e164
  • if none is specified all remote partys will be used
Time span
  • select time span from day to day
  • if none is specified it will use every call entry
Waiting Time
  • set a min waiting time in seconds
  • set a max waiting time in seconds
  • if min is not set it will use 0 as a default
  • if max is not set it will use Infinity as a default
Call Duration
  • set a min call duration in seconds
  • set a max call duration in seconds
  • if min is not set it will use 0 as a default
  • if max is not set it will use Infinity as a default
Call Status
  • Accepted = answered call
  • Missed = unanswered call
  • Busy = unanswered call, but with the reason that the user was busy (ISDN Cause: 17)
  • No channel = unanswered call, but with the reason that an error occured (ISDN Cause: 1, 18, 26)
Call Direction
  • filter: internal / external / internal & external
  • filter: incoming / outgoing / incoming & outgoing
  • filter: forwarded & transferred calls / without forwarded & transferred calls / only forwarded calls / only transferred calls
Filter (Waiting Queue Calls)

groups calls after waiting queues

/Analytics-user-reporting-filter-wqc.png
Query
  • pick "Waiting Queue Calls"
Waiting Queues
  • add multiple waiting queues
  • if none is specified all waiting queues will be used
Agents
  • add multiple remote agents (users)
  • if none is specified all agents will be used
Time span
  • select time span from day to day
  • if none is specified it will use every call entry
Call Direction
  • filter: internal / external / internal & external
Output
CSV-Export
Table
Table (Waiting Queue Calls)
Tabs
Data summary

Automation

Auotmated Reports can be created by clicking on the 'Automate' Button in 'Send Number (External)', 'Waiting Queue (Incoming)' and 'Waiting Queue (Employees)'. The current config for evaluating will be attached to the automated report except the date. Auotmated Reports will create PDFs in a given rythm. These PDFs will be in the Archive.

  • Automated Report
    • name (optional)
    • description (optional)
    • rythm
    • email notification (optional)

Admin App

/Analytics_icon_admin.png

Configuration

Set the pbx (ideally the master). This pbx will be used for replicating users and getting details about licenses. If not set, the first connected pbx will be used. The Pbx name can be found at: Devices App > Devices > 'Pick the PBX' > Admin Ui > PBX > Config > GENERAL > PBX Name. Alternative at Users Admin > Hamburgermenu > PBX Name.

E-mail Server

Needs to be set, if the user wants to receive E-Mail Notifications. In most cases is 'Sender E-Mail' equal to 'Username'. The 'Host' is normally localhost. For the 'Sender Displayname' we recommend 'Analytics App'. To test the sevice you can send a Test Mail.

Export

Will export the cdrs database as a csv.

About the App

Build version.


Licensing

Licensing: innovaphone licensing, how many licenses are needed is listed here.

The Number of licenses has to be filled in the licenses input field of the Analytics admin pbx app object. Also only at the Analytics admin pbx app object should be activated the checkboxes like in the next screenshot, no active checkbox in the Analytics user pbx app object!

/MediaRunway-Analytics-pbxObjAppConfig.png

Prerequisites

You have a free cdr record in the pbx you could configure. You could configure two in the pbx ui and more in through the pbx console/ config file.

Versions

The first app version starts with a free beta phase, but a free license key is needed.

Compatible innovaphone firmware versions

  • MediaRunway Analytics 1.0 (133xxx)
    • innovaphone V13r3, V14r1

Application versions used for interop testing

  • MediaRunway Analytics 1.0 (133xxx)
    • innovaphone IPVA V13r3 sr8

Configuration

CDRs

To collect Data about calls, the CDRs interface needs to be configured. Navigate to Devices App > Devices > 'Pick the PBX to get the CDRs from' > Admin Ui > Gateway > CDR1. The default configuration from CDR0 can be copied. Important is that the path needs to end with 'analytics/cdr'. One way to test the configuration is to do a test call and export the CDRs database in the Analytics Admin App. If its not empty, its very likely that its configured correctly.

/Analytics_cdr_config.png

  • the 'Adress' is the uri (without https) of the app platform.
  • the 'Path' for CDR is the same uri (also without https) which is shown in the 'AP Manager' app at the app instance under 'Webserver path'

Installation

After installing the app, adding the app instance and the app object for the users and the admin, someone can start using "Analytics". The steps of the installation process are the same as described in this article "Callback - Install App from App Store" only with different names.

Brief summary of the installation

  • Install the app from app store
  • Create an instance of the app
    • Values needed: Name ("Analytics", no blanks here please) - Domain (your platform domain) - App Password (generate one, 15 characters) - DB Password (generate one, 15 characters) - other values will be filled up automatically
  • Add the user and the admin object with PbxManager app (when selecting the name, please do not use spaces.)
  • Configuration and licensing


The following is an installation example.


AP manager settings

/Analytics_ap_manager.png

PBX manager settings

You have to create the user and admin object.

/Analytics_pbx_manager.png

Copyright information

Contact

MediaRunway GmbH & Co. KG
Venloer Str. 8
D-41569 Rommerskirchen
Tel: +49 2183 80628-0
Mail: myApps-sales@mediarunway.com
Support: myApps-support@mediarunway.com
Website: MediaRunway.com

For any questions please refer to our contact page.

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