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Support phone number : +46 (0)21 38 30 32
Support email : support@meridix.se

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titleCan I create a user that has access to all customers from the same reseller?

Yes, you can, if you grant a reseller manager rights to a user,  the user will be able to see and switch between all customer under the same reseller as the customer that the user is defined under belongs to.



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     1. Go to System administration > Customers> Customer list > choose the dedicated customer which you want to enable the feature for them 
     2. Go to properties and add "telepo.reports.enable_queue_source_reports=true" as in the below pic

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     3. Go back to settings and click on "Save and go back" as in the below pic
     4. Verify the results 

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     1. Go to System administration > Property Management 

     2. In the property name add  "telepo.reports.enable_queue_source_reports"

     3. in the value add True as in the below pic:

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titleHow to show the filter arrows in the columns if it is not showing when exporting the call history report in Excel format? As in the picture below
Info
titleSometimes the filter is NOT showing if you save the report in .XLS (Excel 97-2003) format.
Info
title If you export the report in XLSX (Excel 2010-2013) format then you will see the filter arrow as in the following picture:
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titleIs it possible to give limited access to users using the admin account?


Info
titleYes, you can do it as an admin to an existing user or new user by doing the following steps:


     1. Go to Administration> Users

     2. Click on the user you need to limit the access to show only her/his calls, and you will see the user settings, scroll down the page and you will see the measurement objects, and select the intended user id Eg. Nael as below:

     3. Scroll back to up and click on Update

     4. And now the user can only see Nael calls, as an admin you can test the result by click on additional >Log in as selected user

     5. Create a report to test the settings and check the results

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titleHow to create a report where you can see the whole flow of an ACD/ Attendant groups call for a specific customer in the system?

It is possible to activate this feature/report on Customer Level or System Level and the name of the report is ACD / Attendant groups – Source, This sources report is an opt-in report so you need to activate manually.  

Info
titleTo do it on Customer Level please follow these steps:
Info
titleTo do it on the System level please follow these steps:



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titleWhy is my report not showing any graphs?


Info

To understand why the graphs isn't showing we must first understand how the graph-system works.

Inside the web interface

Every report in Meridix is represented by a number of different interval views, as example: per time, per month, or per period (total for the whole measurement period). In the web interface all the graphs are bound to the grouping best suited for the specific graph, and the graphs that's created is also depended on which report grouping that is chosen for the report. (Total, per measurementobject, per group and so on.) Following below will be a short description on how the system handles graphs for different report groupings. 


Report grouping: Total

Reports with report grouping set to total will always include one line per period e.g with time grouping there's one line for 07.00 a.m and one for 07.30 am etc. In this kind of grouping the graphs (Pie-graphs and circle diagrams not included) will show one stack/point for each period.(See the following picture).
If you in this mode changes to show the report per weekday the graph will show one stack per weekday, and if you select per month the report will show one stack per month (as many months you've selected to view). In this mode the grouping will always show one stack that shows the whole period.

But since a report set to per date can show a large amount of lines e.g a report for two years grouped per date shows 731 (365*2 + 1 total line) the graph will not be rendered since the amount of lines in the table exceeds a predefined limit. This limit will differ for each graph in each report to always be able to show the most optimal information possible. If you can't see a graph, try creating a report for the desired interval grouping that results in lesser amount of lines.

Report grouping : Measurement objects, groups, and collection points

Reports with report grouping set to measurement objects, groups, or collection points will include one line per period and measurement object/group/collection point. Which means that the report will include one line for nr 123 at 07.00 a.m and one line for nr 456 at 07.00 a.m.
This results in a bigger amount of lines in the result, especially if the interval result includes a large amount of lines e.g per time where the amount of lines is the result of all interval lines multiplied by the amount of measurement objects/groups/collection points. In this mode the report will most often than not show graphs that only base their information on period grouping where each measurement object/group/collection point only has one line of data each(That includes the whole period).
(See example below)

Comparative graph

In this mode there's an upper limit of how many stacks the graph supports, which means that if the amount of measurement objects/group/collection points exceeds this limit the graph will not be visible.

Pie-graphs/Circle diagrams

Unlike the comparative graph, the pie-graphs and circle diagrams will always show regardless on how much information the report holds. If the report holds too much information the comparative graphs will include to many stacks and therefore the system is not able to show the graph.


Exporting reports to Excel.

When exporting reports to Excel different rules apply since the graphs in Excel are bound to the table below and are using Excels own graph motor. For report groping total  the same rules are applied as inside the web interface sine the graph is created based on the table below.
(See picture below)

Practical example below

The first picture shows a report for a month grouped per month where every group only have one line of data. (The pie-graphs is included in this report even if the picture is not showing them)

The next picture shows the same report but the grouping is based on weekdays where every group has lines of each respective weekday (See yellow highlighting). In this mode the comparative graph is not showing because there would be too many stacks. 

As in the web interface the pie graphs and circle diagrams will also always be shown in Excel since they are based on the total lines in the table.


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titleI can't log in to reports system


Info

If you can't log in to the reports system the following errors with solutions might help you.

  1. If a customer is deactivated the users under this customer will not be able to log in. Solution : Activate customer.
  2. The user is locked. Solution : Contact administrator to unlock the user.
  3. Wrong password. Solution : Press reset password or contact administrator to reset password.



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titleWhy are we getting "Invalid CDR data" in the call specification?


Info

The error message "Invalid CDR data" means that we have received a CDR text in a sequence expected to be incorrect, and it does not contain enough information to categorize this conversation, but we don't want to hide it anyway because of this error, that is why we show the call on the report with this error message. These calls must be investigated on a deeper level than the CDR text we receive to see what happened to the call. 
I hope you find this information helpful. 



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titleWhy am i not receiving saved reports?


Info

If you are not receiving saved reports the main issue is that the owner of the report is no longer in the system. Contact your closest system administrator for further investigation.


Info

If you are system administrator do the following :

  1. Go to Saved Reports.
  2. Press the Saved report you want to edit.
  3. Go to Settings.
  4. Change Owner to the desired one. 




Edit the Default Time Zone under Settings. Image Removed
  • Navigate to Customers and choose the customer which timezone you want to edit.
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    titleHow to edit timezones for specific customer
    Why are we getting the following message "The report contains too many records to display in the call specification."?


    Info

    When creating a large report with a high number of records the system as default will disable call specification.

    Default maximum records are set to 10000, this guide aims to help you increase this number to desired value. 

    Warning

    High value might decrease performance when creating reports.


    1. Navigate to System administration → Customers
    2. Choose the desired customer. 
    3. Navigate to Properties.
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    5. Add 
      6. sys.default_timezone="Timezone of your choosing"(UTC+2, GMT,UTC+12 etc.)Done
    6. property :  reports.maximum_call_specification_records=maxrecords
    7. change "maxrecords" to desired value.
    8. Press Save. 
    9. Done.