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Getting Started

  • Chronicall Guide Home
  • Product Overview
  • Training
  • Tips and Tricks Videos

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
  • Run Reports - Java
  • Run Report - HTML
    • 911 Calls
    • Abandoned Calls
    • Account Code Summary
    • 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 Trace
    • Agent Scorecard Summary - {Campaign}
    • Agent Summary by Group
    • Agent Talking Summary
    • Agent Time Card
    • Agent Transfer Summary
    • Base System Totals
    • Calls by Account Code
    • Callback Details
    • Call Details
    • Call Details (Basic)
    • Call Direction Summary
    • Advanced Timeframe
    • 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
    • Excessive (Event Type) by Agent
    • Excessive (Event Type) by Group
    • External Number Summary
    • Group Abandoned Calls
    • Group Chat Queue Summary
    • Group Chat Summary
    • Group Event Summary
    • Group Presented Calls
    • Group Scorecard Summary - {Campaign}
    • Group Summary
    • Group Summary by Agent
    • 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
    • Roles Call Cost
    • Roles Call Cost Summary
    • Scores by Agent - {Campaign}
    • Scores by Group - {Campaign}
    • Skill Queue Callback Summary
    • Skill Queue Call Volume
    • Reason Code Report
    • Tag Summary
    • Transferred Inbound Calls Report
    • Trunk Usage by Time
    • Trunk Usage Summary
  • 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
  • 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

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
  • Live Listen
  • Configuration of SFTP for Windows

Realtime Displays

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

Realtime Metrics

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

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
  • Manage Recording Rules
  • 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
  • Contact Center (Multimedia) Installation Guide
  • Set Up and Use Contact Center Agent Client
  • 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

Agent Management

  • User Accounts
  • Agent Roles
  • Agent Licenses
  • Licensed Realtime Agents
  • Licensed Desktop Agents
  • Refresh Agents and Groups
  • How to License Agents

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
  • Report on Hunt Group Login/Logout (Avaya IX Workplace)
  • Restore a Backup
  • Perform an Unscheduled Backup

VRTX

  • VRTX Overview
  • VRTX Configuration
  • Manage Recording Rules

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
  • 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

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

Tips and Tricks Videos

This has a compilation of videos that provide tips and tricks on how to use different features in Chronicall.

Alerts and Triggers

Drill Down Reporting

Emergency Notifications

Updated 12 days ago


Training
Reports Overview