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Report Tool Query Operators

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Report Tool Query Operators

 Operation 

 Purpose 

Example

%

Like (inexact match)

Campaign "%Customer Service" will match Campaign names like "Spanish Customer Service" and "Customer Service"

 

,

In (list)

Disposition "inquiry, order" will select records with a Disposition of either Inquiry or Order. Use this operator only for string values. 

 

!

Not

Campaign "!Customer Service" will exclude all records where the Campaign is called "Customer Service"

 

Greater than

Total ">100" will find orders totaling $100.01 or more.

 

Less than

Total "<100" will find orders totaling 99.99 or less.

 

>=

Greater than or equal to

Total ">=100" will find orders totaling $100.00 or more.

 

<=

Less than or equal to

Total "<=100" will find orders totaling $100.00 or less.

 

||

Logical "Or"

Total "117.53 || 129.90" will find orders totaling either value.

The use of || is required for numeric fields. Only use the comma operator when filtering by string values.

 

 

&&

Logical "AND"

Total ">=100 && <200" will find orders totaling between $100.00 and $199.99.

 

_

Non null

Agent "_%" will find records where the Agent field is not blank.

 

Some values that appear to be numeric are in fact strings. In particular, interaction and segment IDs contain only numbers, yet are stored as strings for performance reasons. Hints that an apparent numeric field is actually a string include:

 

  • The field contents are left justified (numbers are always right justified)
  • The column has no total value displayed. (This is not an absolute, as you can turn display of totals off and on in the Additional Options: section.

Capability

Description

Date Ranges ("When")

  • Today
  • Yesterday (default)
  • Last week
  • Last month
  • All dates
  • Custom ranges—including relative date math, e.g., Monday-2
  • Ignore date constraint—useful when interactions span a date range

Insight is time zone aware: all dates and times are displayed in the applicable Contact Center time zone.

   
   

Record Selection ("Where")

Each report type provides a list of relevant fields or metrics by which records can be selected. The Where fields support comparison, inexact and pattern matching operators. You can use these to construct complex queries or to find groups of values.

   
   

Column Selection ("Show Fields")

Each report type provides a list of relevant fields or metrics you can include in the answer set, allowing you to customize the view of your data to just the metrics you care about.

   

Summary ("Group By")

Group report types provide a list of relevant fields or metrics which you can use to summarize (or group) your results. Depending on the report type, you can typically group by:

  • Interval—minute, hour, hour of day, day, day of week, week, month, schedule block, weekday, weekend, etc.
  • Business object—Client, Program, Campaign, Agent, Pool, Attribute, etc.
  • Call attribute—caller ANI, geography (city, state, zip, country...), order details, call disposition, etc.
   

Selection Threshold ("Having")

Each report type provides a list of relevant fields or metrics you can use to set minimum and/or maximum values for record selection.

 

 

 

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Last modified
13:39, 11 Sep 2014

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