x-hoppers Analytics
On this page, you can find detailed description of the x-hoppers Analytics which provides information about x-hoppers usage – agents, headsets, stores statistics.
Created: December 2023
Updated: October 2025
Permalink: https://x-hoppers.atlassian.net/wiki/x/DQBF
Introduction
x-hoppers Analytics allows you to monitor x-hoppers usage, how long users in different stores were connected to the conference, statistics per each separate store, see the least and more active stores etc.
Requirements
WMS 7.0X or higher on a standalone PBX or a whole WMS Network
Subscription plan: SuperHopper+AI (check x-hoppers Admin Guide)
How to access Analytics
Open x-hoppers web and navigate to the Analytics tab:
x-hoppers Analytics includes the following tabs:
Users: displays statistics by users
Notifications: notifications analytics
Hardware: displays the status of x-hoppers headsets
Telephony: includes a variety reports on call statistics
Liveboards: gives possibility to create custom reports
Below you can find detailed description of all of the tabs.
Users
The Users tab consists of the following sections:
Live: here you can find information about the current status, how many users are online, headset battery level, which headsets are on charge or have low battery, how long each user has been in the broadcast
Company: provides information on daily active users and headsets, average talk time and average time spent in the broadcast per user during the selected period of time, average connect time, headset adoption etc.
Broadcasts: displays statistics by broadcasts, number of agents, average talk time, total talk time, average time spent in broadcast, etc.
Sessions: provides information about user sessions, including join time, broadcast, battery level when joining and leaving broadcast, duration and talk time.
Notifications
The tab provides statistics of notifications that can be played in x-hoppers broadcasts, e.g. smart notifications and QR codes.
The Notifications tab consists of the following sections:
Today: includes Today stats table which provides information on notification origin, time when the notification was triggered, queue and response time, name of the agent who responded to the notification and notification status (green for responded, red for missed). Also, you can view average response and queue time, top origin, number of responded, missed, expired and failed notifications.
Historical: displays statistics of notifications over a certain period of time. The report displays notification origin, time and date when the notification was triggered, queue and response time, name of the user who responded to the notification and notification status (green for responded, red for missed). Also, here you can view visualization showing triggers by origin, number of notifications and their percentage by different sources, e.g. QR, x-hoppers app, etc.
Team: includes notification statistics by each team member. The report displays agent name, number of notifications, average, fastest and slowest response time in seconds. Also, you can see the graph, that visualizes top responders and the number of responded notifications by user:
Trends: visualizes statistics of notification by origin and notifications volume daily, during different hours a day:
Hardware
The report displays x-hoppers headsets status. The data is updated hourly, with status messages being refreshed twice per hour. The report includes the following columns:
Headset ID: unique ID of the headsets that were online within the selected period of time.
Used by: extension (Employee ID) or name of the user (if known) who used the headset yesterday.
Note: User name / Employee ID is displayed in case voice authentication is used.Last seen: the timestamp (UTC) of the headset's last interaction with the system
Last Charger State: displays whether the headset was on the charger during the last interaction, calculated based on the timeframe from 10:00 PM UTC yesterday to 6:00 AM UTC today. If the headset was on the charger for 3 hours or more during this period, it is considered charged.
Last Base Station: ID of the most recent base station that the headset was registered to.
Last Location: name of the base station, if configured.
Last Status: displays whether a user was registered to the headset during its last interaction.
Last Battery Level: shows the battery level of the headset at the time of its last interaction.
Telephony
Provides call statistics and includes the following tabs:
Home: the tab visualizes call distribution by countries and also includes six cards with the following call metrics: Total, Completed, Missed, Inbound, Outbound, and Internal, which display call summary for the selected period.
Simple Grid: displays such data as date, dialed number, name, number from which the call was made, status, talk time, etc.
Calls Stats: includes the total number of flows, total Ring Time, total Wait Time, and total Talk Time, split by completed and missed calls. The time bucket can be changed by clicking the Weekly date column header (e.g. can be changed to hourly, daily).
Agents: provides data grouped by agents covering talk, ring and wait time, average ring, wait and talk time, as well as the number of call flows, all split by completed and missed calls:
You can also view data in different charts:
Line Chart:
Area Chart:
Pie Chart:
Bar Chart:
Column Chart:
Timeline Column Chart:
Internal Communications: displays internal call statistics between users
Advanced Grid: provides extended information compared to Simple Grid including PBX information, flags, trunk, service, etc.
Filter report data
You can see a report that displays data according to the filters at the top:
When you click on a filter, a pop-up window appears, which allows you to choose by which parameters you want to filter the report. E.g. clicking on the filter Date (1), you can set the number of weeks/ days etc. for displaying the report data (2):
The selected filters are cleared after the page is reloaded. However, you can save filter settings for future use (see more in the section Save filter settings below).
It is currently not possible to change the metric. The metric is always the number of calls.
Only 1000 rows are displayed by default. After scrolling down to the 1000th row, the table loads the next 1000, and so on, until all the filtered data is loaded. However, when you export the filtered data in CSV, the report includes all rows of the filtered data (not only the first 1000).
Depending on the Analytics tab, there is a different filters list. The filters include:
Date: choose the period by which the data should be filtered
Tab Rolling:
Yesterday
Today
This (minute(s), hour(s), day(s), week(s), month(s), quarter(s))
Last (number of minute(s), hour(s), day(s), week(s), month(s), quarter(s))
Before (<)
After (>)
On or after (≥)
On or before (≤)
Week to date
Month to date
Quarter to date
Tab Fixed:
Between / Not in between
On (=) / Not on (!=)
Extension: choose Employee ID
Broadcast: select the necessary broadcast to filter data by
Origin: choose the origin of notifications
Direction: choose if you want to see inbound, internal, or outbound calls
Hour of day: filter data by a specific time frame during a month or an entire period
Service: select the services (Call groups) you want to be displayed
Talk Time: select talk time (currently, the filter is available in seconds)
Trunk: choose the trunks to be included in the report
PBX: choose the necessary PBX serial(s)
Name: select the user(s) to be included in the report
ACL Group: select ACL group(s) to be displayed
Number: choose the number/ Employee ID to filter all incoming and outgoing calls to the selected number/ Employee ID
Department: select the necessary department(s) of PBX users
Timezone: choose the timezone
Group by: choose if you want to group the data by Status, Direction, Service, Trunk, PBX, Hour of Day or Day of Week.
For most filters, you can choose either to include or exclude data.
Save filter settings
Add a new view
After you've applied filters to the report, you can save the filter settings:
Click Select view -> Save view to the left of the filters panel:
Enter the view name and click Save:
Note: The option "Make view available to all users" is greyed out and not available.
Change view
The next time you open Analytics, the system automatically opens the report in the saved view. To return to the default view, click on the name of the current view at the top (1) and press Reset Liveboard (2):
Here you can also switch to another saved view if needed.
Manage views
Click on the button to the left of the filters section on the top (1) and select Manage views (2):
On the Manage views screen, you can rename the view or delete it:
Schedule Reports
Create scheduled report
You can configure scheduled reports to have them sent to email(s) at specified intervals.
To schedule a report, click on the More (three dots) button (1) -> choose Create Schedule option (2):
On the Create Schedule screen, fill out the following fields:
Schedule name: enter title for your scheduled report
Add comment (optional): provide a comment if required; the comment is included in the body of the email
Send every: choose frequency
choose the preferred option: Every N minutes / Hour / Day / Week / Month
select at which time the report should be sent
choose day for sending the scheduled report
Select attachment type: choose if you want to receive the report in PDF or CSV
Recipients: you are automatically added as recipient of the report. You can also add other users or groups to send the report to
Note:
Users may not appear in the Recipients drop-down list unless they open Analytics at least once. E.g. if the colleague you want the scheduled report to be sent to, hasn't accessed Analytics at least one time, you won't be able to choose them as a recipient
View name: select the view you wish to include into the report.
Click Save to save the scheduled report.
Note:
CSV files are sent only for the visualisations with tables. Scheduled reports in PDF format are mostly aimed at charts and graphs, while tables may not contain full information. To get complete data in tables (e.g. the list of calls), we recommend using CSV format.
In CSV files, the fields that start with “+” are automatically added a single quotation mark (‘) at the beginning of the field.
For PDF, you can turn the toggle on next to Show advanced PDF settings and configure the following options:
Format: Liveboard or Visualisations
Layout: Landscape or Portrait
Tabs to attach: choose if you want to receive all or specific charts only
Branding: decide if brand logo and page number should be included
Add footer: enter text for the footer of the report
Manage scheduled reports
To manage your scheduled reports, click the More (three dots) button (1) and select Manage schedules (2):
Click More (three dots) next to the necessary report, where you get the following options:
Pause
Edit
View run history
Delete
If you pause a scheduled report, its status changes to Paused. You can resume the scheduled report any time.
Liveboards: Create Custom Reports
Liveboards are like dashboards – they are collections of related charts and tables, that you monitor most often. On the Liveboards tab, you can see some pre-installed liveboards, the liveboards you created, as well as liveboards of other users, in case they shared them with you or a company you belong to:
There is a list of pre-installed Liveboards:
x-hoppers: Headsets Stats: includes the same reports as the Hardware tab of x-hoppers Analytics
x-hoppers: Smart Notifications: includes the same reports as the Notifications tab
x-hoppers: Users: includes the same reports as the Users tab
Meeting View: provides reports about conferences held via x-hoppers.
Chat View: allows you to view information about conversations of PBX agents with external users.
CDR-View 2.1: allows to monitor call activity of the employees and get reports related to the number of calls, call duration, usage of trunks, etc.
To create a new Liveboard, click the Create Liveboard button:
Enter Liveboard name and description, if required and click Create:
If you do not wish to make the Liveboard visible to other users, remove the checkbox in front of “Make this Liveboard discoverable”:
To start building your reports, click the Search data button:
On the window that appears, you can see the search field and a list of available data items on the left:
The list of data items (columns) includes the following options:
Call Analytics
ACL Group
Agent
Agents
Call Group Name
Call ID
Call Recording
Call Status
Calls
Call URL
Client
Clients
Company
Completed
Cost
Country
Date
Department
Dialed Number
Direction (values: inbound, internal, outbound)
Downloads
Duration
Email
Extension
Flags
Flow ID
Flows
From Email
From Group
From Name
From Number
etc.
Parameters
Group by
Display options
Timezone
Time Bucket
Display Metric
Hovering a mouse over any of these items, you can see a tooltip with the following info: name, description, data source (if applicable), and data type:
To view available values of a data item, click on the filter icon next to it:
A pop-up window shows up, where you can view all available values of the data item:
Tick off necessary values and click Apply and the selected values appear in the search field.
To add columns to the Search field and your report, choose the necessary items in the Data section and click Add columns:
Alternatively, you can start typing your search request, using necessary data items and keywords.
Note: Typing in your search query, you may notice that search items are of different colours:
blue = attributes: primarily text or date values. Usually, attributes make up the x-axis of your chart. Examples: caller name, call status, etc.
green = measures: numeric values, e.g. duration of a call
grey = filters, e.g. outbound, inbound
When your search query is ready, press Enter on keyboard, or click Go to the right of the search bar:
Your search is given an automatic title based on your search columns, and is displayed as either a table or chart, depending on how it is best represented.
Edit a search
When you click a search phrase, it is highlighted, and the system displays other suggestions from which you can choose to replace the highlighted phrase. If, say, you want the same data to be displayed not for today only, but for last week, for example, start typing "last" in the search field and choose the preferred option:
When you hover over a boxed phrase, you can see an x, which you can click to remove it from the search:
You can insert a new phrase in the middle of a search, by clicking between phrases and entering the new phrase. Also, you can merge phrases without breaking the search.
You can also add data items to your search request by selecting relevant items on the left (1) and click Go (2) in the Search field.
Display totals
To have total numbers displayed at the bottom of the report, click Edit chart configuration (1) -> go to Settings (2) -> enable the checkbox next to Column summary (3):
View query details
To view details of the query, click on the Query details button (info icon) on the right.
Change display of an answer
Switch between table/ chart view
You can change the view of your answer so it appears as either a table or a chart. To change the view of your answer, toggle between either a table or a chart type:
Your search needs at least one attribute and one measure to be presented as a chart. When you display your data as a chart, the type of chart that works best for your data is selected automatically. If you want to use another type, click Change visualization (chart icon) on the right:
You can choose from a large number of chart types, each providing a different visualization for your answer. Select the type of chart you want:
Notes:
Some chart types may not be available, depending on the columns in your search. Unavailable chart types are grayed out
Hovering over a chart type icon tells you what columns you require before you can use it:
Edit chart configuration
If you are not fully satisfied with how the chart looks like, you can easily modify it:
Click the Edit chart configuration button on the right
Configure which columns should be presented on X-axis or Y-axis, or modify other parameters presented in the settings:
For example, for better visualization, let's slice the chart with color, for different services to be displayed with different colors on the chart. For this, we drag and from the service box under Slice with color option (1) and the chart changes its view to the following:
Drill down chart item
In the example on the screenshot above, we searched for unanswered incoming calls this month by service and chose the data to be displayed in a stacked column chart.
If, say, you need a more detailed information regarding any of the service/ group displayed in the chart, right-click on the necessary item on visualization (1) -> choose Drill down (2):
In the Drill down pop-up screen, choose the data you want to explore: For example, if you select the option caller, the system returns the list of phone numbers, whose calls were missed by the chosen group, and how many calls were missed by each number:
To return to the previous view of the chart, click back to the right of the search field:
Exclude or include data
You can include or exclude row values from your answer.
To exclude or include row values:
Right-click the necessary item on visualization or table cell
Click Exclude "value" or Only Include "value" if available
Save an answer
An answer is the result of a single search. You can save an answer you want to work more on later, or just keep it for your personal use.
Click on the More (three dots) button at the top and choose Save
Enter name and description and click Save answer
Pin an answer
To add an answer to Liveboards tab, which contains a collection of answers in a pinboard (dashboards) view:
Click Pin button and select the Liveboard you want to pin the answer to:
Search for the necessary Liveboard or create a new one:
Click Pin: