Administrators can define destinations (“endpoints”) to which key events can be exported. These reporting destinations are remote host servers that are external to the Contact system.
Multiple offline reporting destinations can be defined, meaning that different companies can send data to different destinations and/or a single company can send data to more than one location. The platform owner can then use the BI tool of their choice either to enable customers to access their event data or to create reports themselves as a service and distribute these to customers.
Administrators must have the Offline Reporting Destinations: Modify privilege to manage offline reporting destinations.
To manage offline reporting destinations:
Procedure #
Step 1:
Click System > Reporting Destinations on the menu bar.
A list of the offline reporting destinations that are already set up is displayed.
Step 2:
To add a reporting destination:
- (Mandatory.) Enter the Name of the reporting destination (up to 100 characters). Any unicode characters are allowed, including whitespace and accented letters.
- Enter a brief Description for the reporting destination (up to 250 characters). Any unicode characters are allowed, including whitespace and accented letters.
- (Mandatory.) For URL of host to receive events, enter the URL address on the remote host server to which the events are exported. The URL address must be in the format: https://hostname. For example: https://localhost:3612/example.Note: The data transmitted to this URL address may contain General Data Protection Regulation (GDPR) sensitive information. As the reporting destination provider, you are responsible for taking any necessary precautions.
- To allow a non-secure URL address (HTTP rather than HTTPS) to receive event transmissions, tick the Allow non-secure URL checkbox.Note: This is not recommended.
- For Channel Support Levels, select the event type(s) that may be sent to the offline reporting destination and the API version for each data stream.A “channel” is an individual index within an offline reporting destination for a specific company. The following channel event types can be selected:
- Agent calls
- Agent chats
- Agent emails
- Agent SMS
- Agent status
- Contact calls
- Contact chats
- Contact emails
- Contact SMS
- Missed calls
- Queue calls
- Queue chats
- Queue emails
The version of a channel indicates which fields are supported for an event. Only these fields are sent to the reporting destination. To view the fields that are sent within the data stream for a particular version level, for the appropriate channel, click:
A list of the fields associated with that channel and the version at which they were introduced is displayed beneath the channel.
Note: Not every event will include all of the fields shown in the help list; they may not be present in the original event as stored in the reports database.
Note: Multiple channel event types can be selected for a company. The selected version does not have to be the same for each channel.
- Select the resellers that may use the offline reporting destination.
- To pause event transmission, tick the Pause event transmission checkbox.You might want to pause event transmission, for example, while upgrades are performed on the remote host server.Note: It may take a minute for this control to take effect.
- Click Save Changes.
Step 3:
To delete an offline reporting destination, select the appropriate reporting destination in the list and click Delete then confirm that you want to delete the reporting destination.
Step 4:
To view the status of an offline reporting destination, select the appropriate reporting destination in the list and click Status.The Reporting Destinations status dialog is displayed. This will take a minute to collect all of its data before displaying the status. While it is loading, “Upload in progress” is displayed. Once it has loaded, it will show the destination and the current status of its connections.
Possible statuses are:
- Up
- Lagging channels – It is in catchup mode and will return to a status of “Up” when the catchup has completed.
- Remote end failure – The Contact has tried to deliver an event to the configured URL address for the reporting destination, but that destination has not accepted the event packet. The contents of the failed event packet are also shown. This may help you to determinine why the transmission has failed. To bypass sending this failed event packet and continue with the next packet to be sent, click Skip. However, if an event packet is skipped, its contents may never be delivered to the offline reporting destination.
- Offline
- Unknown