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Agent Dashboards API

Getting Started

  • Chronicall Guide Home
  • Product Overview
  • Training Videos
  • Tips and Tricks Videos
  • Active Directory Integration
  • Best Practices
    • Agent Dashboards
    • Contact Center
    • Cradle to Grave
    • Custom Reports
    • Realtime
    • Recording Library
    • Reporting
    • Software Administration

Reports

  • Reports Overview
  • List of Standard Reports
  • Cradle to Grave
    • Cradle to Grave - Quick Start Guide
    • Cradle to Grave Filter Definitions
    • Cradle to Grave Terminology
    • How to Adjust Column Layouts
    • Hidden Fields in Cradle to Grave
    • Cradle to Grave - Saving Filters
    • Extension Override Feature
    • Search for a Specific Phone Number
  • Run Reports - Java
  • Run Report - HTML
    • 911 Calls
    • Abandoned Call Count
    • Account Code Summary
    • Advanced Timeframe
    • Agent Call and Chat Performance Summary
    • Agent Call Cost
    • Agent Call Cost Summary
    • Agent Calls
    • Agent Call Summary
    • Agent Call Volume
    • Agent Chat Summary
    • Agent Event Summary
    • Agent Inbound Calls
    • Agent Inbound Summary
    • Agent Outbound Calls
    • Agent Outbound Summary
    • Agent Performance Summary
    • Agent Realtime Feature Trace
    • Agent Reason Code Report
    • Agent Scorecard Summary - {Campaign}
    • Agent Summary by Group
    • Agent Talking Summary
    • Agent Time Card
    • Agent Transfer Summary
    • Audit Events
    • Base System Totals
    • Calls by Account Code
    • Callback Details
    • Call Details
    • Call Details (Basic)
    • Call Direction Summary
    • Calls by Call Direction
    • Calls by Caller ID
    • Calls by Campaign - {Campaign}
    • Calls by External Party
    • Campaign Summary - {Campaign}
    • Chat Volume
    • Conference Calls
    • Contact Center Agent Performance Summary
    • Contact Center Agent Reason Code Trace
    • Emergency Calls
    • Event Sequence Call List
    • Event Sequence Calls by Agent
    • Event Sequence Calls by User
    • Excessive (Event Type) by Agent
    • Excessive (Event Type) by Group
    • Excessive (Event Type) by User
    • External Number Summary
    • Group Abandoned Call Count
    • Group Chat Queue Summary
    • Group Chat Summary
    • Group Event Summary
    • Group Presented Calls
    • Group Scorecard Summary - {Campaign}
    • Group Summary
    • Group Summary by Agent
    • Group Summary by User
    • Inbound Caller ID Summary
    • Inbound Call Performance
    • Inbound Calls by Local Number
    • Inbound Call Service Level
    • Inbound Call Summary
    • Inbound Group Summary
    • Local Number Inbound Summary
    • Lost Call Summary
    • Outbound Calls by External Party
    • Outbound Call Summary
    • Queued Calls by Group
    • Queued Call Volume
    • Queued Summary by Group
    • Reason Code Report
    • Roles Call Cost
    • Roles Call Cost Summary
    • Scores by Agent - {Campaign}
    • Scores by Group - {Campaign}
    • Skill Queue Callback Summary
    • Skill Queue Call Volume
    • User Call Cost
    • User Call Cost Summary
    • User Calls
    • User Call Summary
    • User Call Volume
    • User Event Summary
    • User Inbound Calls
    • User Inbound Summary
    • User Outbound Calls
    • User Outbound Summary
    • User Performance Summary
    • User Summary by Group
    • User Talking Summary
    • User Transfer Summary
    • Tag Summary
    • Transferred Inbound Calls Report
    • Trunk Usage by Time
    • Trunk Usage Summary
    • Agent Reason Code Trace
  • Agent vs. User
  • Agent / User vs. Group Values
  • Schedule Report - HTML Version
  • Schedule Report - Java Version
  • The Event Sequence Editor
  • How to Import/Export Reports
  • How to Import/Export Reports (Java Version)
    • How to Export a Report
    • How to Import a Report
  • Manage Call Cost Profiles
  • Abandoned Calls vs. Missed Calls
  • Avaya Communication Manager Reports
    • Call Detail View
    • CDR Reports
    • CM Reports
    • Group Summary by Station and Agent
    • Inbound Calls by VDN
    • Station and Agent Calls Report
    • Station and Agent Call Summary
    • Station and Agent Call Volume
    • Station and Agent Event Summary
    • Station and Agent Inbound Calls
    • Station and Agent Inbound Summary
    • Station and Agent Outbound Calls
    • Station and Agent Outbound Summary
    • Station and Agent Performance Summary
    • Station and Agent Realtime Feature Trace
    • Station and Agent Reason Code Trace
    • Station and Agent Summary by Group
    • Station and Agent Talking Summary
    • Station and Agent Time Card
    • Station and Agent Transfer Summary
    • System Inbound Call Performance
    • VDN Inbound Summary

Custom Reports

  • Report Styles
  • Creating a Report in Java
  • Creating a Report in HTML
  • Editing Reports in Java
  • Editing an Existing Report in HTML
  • Creating Custom Formulas
  • Advanced Criteria Editor
  • Creating a Parameter
  • Creating a Post-Call Survey (Java Version)
  • Creating a Custom Report Skin

Custom Report Metrics

  • Report Filter Criteria
  • Agent Report Metric Definitions
  • Account Code Report Metric Definitions
  • Call Direction Report Metric Definitions
  • Call Report Metric Definitions
  • Caller ID Report Metric Definitions
  • Event Report Metric Definitions
  • External Number Report Metric Definitions
  • Feature Report Metric Definitions
  • Group Report Metric Definitions
  • Skill Report Metric Definitions
  • Local Number Report Metric Definitions
  • None Report Metric Definitions
  • Reason Code Report Metric Definitions
  • Role Report Metric Definitions
  • Scorecard Campaign Report Metric Definitions
  • System Report Metric Definitions
  • Tag Report Metric Definitions
  • Time Report Metric Definitions
  • Trunk Report Metric Definitions
  • Understanding and Using Interval Credit Modes

Recording

  • Recording Library Overview
  • Listen to Recordings
  • Additional Recording Functions
  • View Active Recordings
  • Manage Pause Permissions
  • Manage Recording Rules
  • Creating a Scorecard Campaign
  • Scoring a Call with Scorecards
  • Configuring Recording Library
  • Configuring Storage Pools
  • VRTX Configuration
  • Recording Monitor Live Listen
  • Configuration of SFTP for Windows
  • Recording Encryption
  • Setting Up Caller Consent

Realtime Displays

  • Realtime Overview
  • Agent Timeline
  • Group Timeline
  • Building a Wallboard - HTML
  • Building a Wallboard - Java
  • Using Pre-Built Wallboards - HTML
  • Realtime Count Definitions
  • Using Pre-Built Wallboards - Java
  • Realtime Alerts and Triggers
  • Using Supervisor View
  • Creating a Wallboard Loop
  • Creating Custom Formulas - Java
  • Creating Custom Formulas - HTML

Installation

  • Chronicall on Avaya IP Office - Server Installation
  • Avaya IP Office - Server Requirements
  • Contact Center (Multimedia) Installation Guide - Avaya IP Office
  • Updating Chronicall
  • Stopping and Starting Chronicall Services
  • Single/Stacked SIP Extension
  • Routing by Short Code and Tag Identifiers
  • Salesforce Integration Plugin for Contact Center Agent Client
  • Linux Fresh Installation Guide
  • Setting Up Auto Answer for Agents on IP Office
  • OVA Q&A Sheet - Avaya Version
  • OVA Q&A Sheet
  • Avaya CM Server Requirements
  • Avaya CM - Server Installation
  • Cisco Server Requirements
  • Microsoft Teams Integration - IP Office
  • Cisco Server Requirements OLD and HIDDEN
  • Cisco Installation FAQs

Realtime Metrics

  • HTML Chronicall Realtime Metric Definitions
  • Java Chronicall Realtime Metric Definitions
  • Realtime Filter Criteria Definitions
  • Realtime Wallboard Widgets - Java
  • Realtime Wallboard Widgets - HTML
  • Realtime Duration Definitions
  • Realtime Miscellaneous Definitions

Agent Dashboards

  • Dashboard Values
  • Account Codes
    • Adding Notes to Calls
  • Reason Codes
    • Busy Codes
    • Group Logout Reason Codes
    • Extension Logout Reason Codes
  • Desktop Presence Tool
  • Agent Dashboards Overview

Contact Center (Multimedia)

  • Contact Center (Multimedia) Overview
  • Create a Contact Center (Multimedia) Skill
  • Queue Callbacks Ports - How They Work
    • Queue Callback - Quick Start Guide
    • Queue Callback Events
    • Queue Callback Realtime Definitions
  • Contact Center (Multimedia) Realtime Definitions
  • Best Practices for Service Restarts for Contact Center (Multimedia) Agents
  • Licensed Skills-Based Agents
  • Web Chat Overview
  • Setting Up and Using Web Chat
  • Set Up and Use Contact Center Agent Client (CCAC)
  • Setting Up Chronicall to Use WebRTC
  • Setting Up a Queue Callback
  • Accessing Wallboard in Contact Center Agent Client
  • Using WebRTC
  • Busy on Held for Agents (Java Version)
  • Configuring After Call Work and Missed Call Work
  • Creating a Language Pack (Java Version)
  • Language Pack Scripts
  • Contact Center (Multimedia) Routing Algorithms
  • Changing an Agent's Chat Nickname in Web Chat
  • Contact Center (Multimedia) Reason Codes
  • Contact Center Agent Values in HTML Wallboards
  • Warm Transfer on WebRTC
  • Availability Tiers
  • IP Office Single Sign-On
  • Configuring Random Queue Music

Agent Management

  • User Accounts
  • Agent Roles
  • Agent Licenses
  • Licensed Realtime Agents
  • Licensed Desktop Agents
  • Refresh Agents and Groups
  • Licensing Agents (Java Version)
  • Licensing Users in HTML

Administration

  • System Settings (Avaya IP Office)
  • Alerts and Triggers
  • Manage Backups
  • Creating and Resetting Desktop Password
  • Refresh Agents and Groups
  • Manage Call Cost Profiles
  • Changing Standard Report/Realtime Language
  • Restricted View
  • Swapping Out Serial Keys
  • Implementing the Privacy Blacklist to Hide Specific Callers Within Cradle to Grave
  • GDPR Privacy Tool Retention Policy
  • Disabling Username Suggestions
  • Caller Name Override
  • Report on Hunt Group Login/Logout (Avaya IX Workplace)
  • Restore a Backup
  • Perform an Unscheduled Backup

VRTX

  • VRTX Overview
  • VRTX Configuration

Chronicall Desktop

  • Chronicall Desktop - Overview
  • Chronicall Desktop Application Windows Installation
  • Chronicall Desktop for Mac - Installation/Configuration
  • Emergency Notifications
  • Function of Chronicall Browserless
  • Functions of the Chronicall Desktop

Security

  • User Accounts
  • How to Encrypt Recordings
  • Xima Software GDPR Compliance
  • Privacy Configuration (GDPR)
  • Configuring SSL/TLS

APIs

  • Click to Dial
  • Recording Data
  • Historical Call Data
  • Recording Pause/Resume
  • Realtime Data
  • Realtime Data over WebSocket
  • Screen Pop Profile
  • WebService Integration
  • Web Chat Javascript API
  • Web Chat Cloud Service Integration
  • Glossary
  • API Overview
  • Obtaining a Recording/Call Key
  • Accessing an Authentication Key
  • Configuring a Service User
  • Licensing Requirements
  • API Article Summary

Using APIs

  • Testing API Functionality
    • Realtime Data Example
    • Click To Dial Example
    • Recording Data Example
    • Historical Call Data Example
    • Obtaining a Recording/Call Key Example
    • Agent Recording Pause/Resume Example
    • Websocket Realtime Data Example

Agent Dashboards API

Suggest Edits

Updated over 4 years ago