Explorers

[Reading time: 3 minutes]

Overview

The Explorers module in Reporter allows you to visualize statistics from Smart Routings (SR) — whether in production or in back-up — in an interactive diagram format.

It is a data visualization tool that makes it easier to analyze the paths and actions performed within a Smart Routing.

1. Rights

To create an Explorer, you must have the following rights in the Maker:

• Access to the Explorers module in your role (Reporter tab)
• Create permission for an Explorer

Once an Explorer is created, its creator automatically becomes an owner.

You can create an Explorer even if the Smart Routing is in back-up.

2. Accessing the module

1. Open the Reporter.
2. Select the Explorers module.

You will see the list of existing Explorers.

3. Explorer list

Each line in the list shows the following information:

• Name of the Explorer
• Link to the associated Smart Routing
• Smart Routing type: voice, messaging, or email
• Rights:
  • Guest – can view the Explorer and see its history
  • Owner – can edit, delete, and manage user rights
• Number of users with access (owners + guests)

Available actions from the list

• Open the Explorer (arrow icon)
• View history (cogwheel icon)
• Edit (pencil icon) – owners only
• Delete (trash icon) – owners only

4. Explorer layout

When you open an Explorer, the screen is divided into three sections:

1. Left panel – Information and statistics for the entire Smart Routing
2. Central area – Smart Routing diagram
3. Right panel (only if you open it) – Information and statistics for a selected action

4.1 Left panel – Entire Smart Routing

This panel contains two tabs:

Information

• Version of the Smart Routing
• Description (optional)
• Last status change (DD/MM/YYYY)
• Status: Production, etc.

Filters:

• Period (start and end dates)
• Smart Routing version

Display:

• Name – shows action names on the links
• Statistics – shows the number of transitions on the links

Statistics

Indicators vary depending on the Smart Routing type:

• Voice
  • Number of calls
  • Number of calls/time (chart)
  • Number of callers
  • Average Smart Routing time
  • Distributed call rate
• Messaging
  • Number of messaging sessions
  • Number of messaging sessions/time (chart)
  • Number of senders
  • Average Smart Routing time
  • Rate of distributed messaging sessions
• Email
  • Number of emails
  • Number of emails/time (chart)
  • Number of senders
  • Average Smart Routing time
  • Distributed email rate

4.2 Central area – Smart Routing diagram

The diagram shows the different steps and actions of the Smart Routing.

• Links between actions can display either the action names or the number of passages into action, depending on the selected Display mode.
• A percentage for each action

4.3 Right panel – Action details

To open the right panel, click on:

• The action name above the percentage in the diagram
• Or directly on the action in the diagram

This panel contains two tabs:

• Information (cogwheel icon) – details about the action (queue, playlist, survey, etc.). If applicable, a direct link to the Maker allows you to open the related configuration (e.g., queue distribution, survey form…).
• Statistics – indicators specific to the selected action. Statistics vary depending on the action type.

5. Managing access rights

At the top right, the View the rights button lets you:

• Add new users (owner or guest)
• Modify existing rights

Only owners can change user rights.