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The Report Process

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The Report Process

 

Cloud Contact Center Platform reporting typically follows this process:

 

  1. Begin with a question. 

All reports start with a question. Probably the most common question you will want to ask is "How did my agents perform overall yesterday?" The more focused your question, the easier the next step will be.

 

  1.  

Figure 1-2: Report Type Menu

 

Choose a Report Type.
Insight comes with a number of predefined or "canned" report types. These have been designed to answer the most common questions you might have about your Cloud Contact Center Platform performance. For example, the Call Interaction - Group report type displays summary performance data for all your calls for the previous day. Choose the report type that most closely matches the type of question you have about your data.

Each report type comes in up to three
 variations: 

  • Group—summarizes the report data. Results are returned in tabular format.
  • Detail—provides detailed report information, also in tabular format.
  • Graph—report results are plotted in the selected graph type.

 

 

Figure 1-3: Limiting Your Answer Set

 

Run the report with a small answer set.
You can save time during the creation process by testing your report with a small results set. The easiest ways to do this are to limit the timeframe and limiting the number of records returned. For example, set the following values in your test report: 

  • When: Yesterday
  • Maximum Rows: 10

 

Once you are satisfied with your report's configuration, you can increase the timeframe or query for more records. You can then use the answer to "drill down" to get more detail or focus on one aspect of your data.

Drilling down is the process of clicking an aggregated field in your answer table to see the underlying data. Any time a field in your answer appears as a link, you can click it to drill down to see those details.

 

Refine the report.
It is very possible the basic report type will return exactly the data you want to see. But you can easily customize the report by changing the sort order, displaying times in the desired format, adding or removing fields, expanding the date range and including selection criteria, such as specifying particular Programs or Campaigns, setting minimum or maximum thresholds, etc. You do this using the options in the query form. 

The query form options are detailed in the chapters of the Refining Reports section of this Insight Reporting Guide.

 

Figure 1-4: Save Report Button

 

Save the report.
You can save your refined report by clicking the Save button. This lets you run the report again whenever you want. Your report can be private to you, or can save it to a shared category so that other Cloud Contact Center Platform users can run it. 

 

Figure 1-5: Send Report Button

 

Communicate the report.
You can communicate the results of your reports via email by clicking the Send to... button. This will attach the results in HTML format and send them to the recipients you specify using the Cloud Contact Center Platform mail server. You can also export the results to an external format (either comma separated text or Microsoft Excel™) and distribute them that way. 

 

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