The Data tab has two areas: the Internal histogram for the real-time statistics and Banned contacts.
Internal histogram
The real-time statistics provide the figures shown to agents in the Statistics module, to supervisors in the dashboard, and on wallboards — for example how many calls came in during the last quarter of an hour and how long customers waited. This requires the Histogram configuration permission.
| Setting | Effect | Default |
|---|---|---|
| Histogram bins in seconds | the boundaries of the bins into which durations are sorted, for example how long callers waited before hanging up. Above the last boundary, there is an open bin. | 5,10,15,30,60,90,120 |
| Histogram length | how far back the statistics go | 12:00:00 |
| Histogram column width | the time grid of the statistics, counted from the full hour — the width of the bars in the charts | 00:15:00 |
Enter the bins as a list of whole numbers, separated by commas. The server replaces an invalid entry with the default. Changes take effect immediately.
Banned contacts
Here you block callers and senders, for example in case of harassment or spam. This requires the Banned contacts permission.
- Under Regular expression filter, enter an expression, for example
^0900for all numbers that begin with 0900. If it is invalid, the field turns red. - Test it: enter a number or address under Test entry. If the expression does not match, the test entry turns red.
- Click Add.
- Click Save.
To remove an entry, select it and click Delete.
An entry applies if the expression occurs anywhere in the number or address; matching is case-sensitive. A match has this effect:
| Conversation | Checked | Result |
|---|---|---|
| Call, callback, web callback, dial-in | the caller’s phone number | The call is not distributed. The flow can react via the Banned number exit; otherwise the call is rejected. |
| Voicemail | the phone number | It is not distributed. |
| Email, fax | name and address of the sender | The conversation is ended. |
| Chat | the name of the sender | The chat is not distributed. |
The list applies to all skills. Changes take effect immediately.