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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

Training Videos

This page contains pre-recorded training videos covering each of the modules covered during our past weekly training sessions.

Suggest Edits

Standard Reports, Cradle to Grave, and Recording Library


Realtime Training

Custom Reports Training

Contact Center Configuration (IP Office Only)

Updated about 2 years ago


  • Table of Contents
    • Standard Reports, Cradle to Grave, and Recording Library
    • Realtime Training
    • Custom Reports Training
    • Contact Center Configuration (IP Office Only)