CDR rewrite for better reporting. Sync & offload to PostgreSQL or BigQuery. Connect to Grafana.

Update 6 has been one of the most anticipated releases in V20, with a major overhaul in call reporting. Following the success of the ALPHA and BETA, the Release Candidate is now available to download and includes improvements in Grafana support. Read on to see what we’ve accomplished.

Update 6 RC In Summary

  • CDR rewrite to capture a wider range of call center metrics. Read the CDR Output Help Doc for more details.
  • Improved inbuilt reports – including more filtering options
    • Inbound & Outbound Call Reports including Trunk, DID, Status, Ringing & Talking time, Duration, Call Type & Cost
    • User Activity to aggregate reports for answered/unanswered calls over a fixed time period
    • Call Distribution to show the total number of incoming and outgoing calls over fixed time periods
    • Selecting multiple users, departments & queues
    • Internal and external calls
    • Report totals
    • Choose your day of the week
  • Ability to sync CDR to external database such as PostgreSQL or Google BigQuery to offload all of the data
  • Connect your external database to Grafana – a multi-platform open source analytics and interactive visualization web application.

Improvements to Grafana Support

We created two template sets: one for Google BigQuery and one for PostgreSQL. Each set includes:

  1. Call Overview – High-level call summary
  2. Ring Groups – Ring group analysis
  3. Queues – Queue performance analysis

These templates are being prepared for the Grafana Dashboard Marketplace. In the meantime, download them here: Google BigQuery | PostgreSQL.

Other Minor Updates & Improvements

Added

  • Ability to have a retry policy for data connectors.

Updated

  • Postgresql for windows to 15.12-2.

Fixed

  • Reporting export for Inbound Calls & Outbound Calls reports to show correct timestamps.
  • Filtering for reports as Inbound calls was incorrectly setting count for unanswered calls.
  • Error messages for replacing a commercial key.
  • Handling of duplicate key value violations when creating a remote database.
  • Ability to downgrade role in case of Admin Console.
  • Reporting for Barge/Listen/Whisper to render proper information in Apps Recents.
  • Search in recordings when calls are transferred, routed or diverted to an agent.
  • Outbound Calls report not showing full history of calls.
  • Performance usage when purging recordings or voice mails.

To see all improvements and changes, view the complete changelog.

As outlined in our 2025 strategy we’re one step closer to delivering on our promise of enterprise-grade reporting. Watch this space for the final release in the forthcoming weeks.

How to Get Update 6 RC

To update: From the Admin Console click on the latest update: “New 20.0 Update 6 RC”.

Post your feedback in our dedicated Partner or Customer Forums. Follow us on X and LinkedIn to stay up-to-date on further developments.