Lab 6: Analyzer Exercises 4.1 to 4.2

Webex CC Partner Summit Lab 6: Analyzer Lab

Exercises 4.1 and 4.2

Table of Contents

1. Exercise 4.1: Using Formula and Filter
2. Exercise 4.2: Enhanced Field Compound Visualization and Drill-down

Quick Links

• Portal
• Analyzer
• Agent Desktop

Lab Objective

This lab is designed to build upon previous labs where custom reports were created and saved. Those reports will be used in this lab to further get simple, useful and actionable data insights. In this lab we will explore Enhanced Fields, Heat Map view, Compound Visualizations, and Drill-down

Pre-requisite

1. All previous labs completed
2. Admin or supervisor credential with Analytics access in user profile
3. Make sure to make few test calls and answered by the agent the day you attempting this lab (to ensure we have some data to analyze)

Exercise 4.1 Using Formulas and Filters

Instructions

• Create a Queue Performance Report
• Add report values like number of connected calls for a queue, number of calls waiting in queue and longest duration for calls in queue or connected

  NOTE:

  There are some changes required (compared to what’s presented in the video) to build the Queue Performance Report: a. You have to use Customer Activity Record (CAR) depository instead of Customer Session Record (CSR); and b. You have to use Activity Start Timestamp instead of Realtime Contact Timestamp to create the Formula

Steps 1 to 14 are updated with latest instructions. Please ignore steps provided in video

1. Create a CAR report and set it as a Realtime report with a refresh set to 3 seconds
2. On the Row Segment select Queue Name.
3. Drag Contact Session ID to Profile Variables and set a filter here for calls that are connected. If you cannot find ‘connected’ option in the drop-down menu, type ‘connected’ under Field
4. Drag Contact Session ID to Profile Variables and set a filter here for calls that are parked. If you cannot find ‘parked’ option in the drop-down menu, type ‘parked’ under Field
5. Drag Activity Start Timestamp to Profile Variables and set for the Minimum Value of
6. Right click and create a new formula on the Activity Start Timestamp
7. The new formula should be named LongestDuration and the expression should be Current Timestamp - Minimum Activity Start Timestamp
8. Hide the Minimum Activity Start Timestamp created in step 5
9. On the left column, add a filter and use “Activity State’
10. In the filter under the Fields section, set the “Activity State’ to ‘park’ and ‘connected’ to display only these activity states in the report
11. Set any columns that require timestamps with the appropriate formatting
12. Save the report as 4.1_CSR_QueueStatus
13. Be sure to save the LongestDuration as a global variable

14. Make some test calls to validate your report

15. Next we will be opening a newly created report from Lab 3 - 3.2_AAR_AgentState

    • Start at timestamp

16. Use the global filter created in the previous report to filter your team in this report
17. Save this new report as 4.1.2_AAR_AgentState
18. Next Edit the newly created report in Lab 3 named 3.1_CSR_Contacts

    • Start at timestamp

19. Add a Filter using Final Queue Name and set a Regular Expression since all telephony queues starts with ‘QV’
    • Use the expression QV_+ as the wildcard.
    • Refer REGEX to learn and test your regular expressions
20. Save the expression then choose Save as and call this new report `4.1.3_CSR_Contacts’
21. This completes this lab. Please proceed to the next lab below.

Exercise 4.2 Enhanced Field Compound Visualization and Drill-down

Instructions

Getting simple, actionable data insights from your reports using:

• Enhanced Fields, and making it a global Enhance Fields for future reuse
• Heat Map View
• Customized Drill-downs
• Compound Visualizations via modules within the same report for comparison

Outcome reports in this lab will be

• 4.2.1_CSR_QueueStatus
• 4.2.2_CSR_ContactVolume

NOTE: To execute this lab, you will need to have some realtime sessions running on telephony (with consult), email, chat and social channels

1. Begin by running a previously created report named 4.1.1_CSR_QueueStatus to review the report information

   • Start at timestamp

2. Edit the report to add reporting functionality
3. On the Final Queue Name block, right click and select ‘Create Enhanced Field’ to create a new Channel Group as listed in the video and Save the enhancement

1. Save the report and realign the sequence as shown in the video
2. Preview the report to view the changes. You should see a new Chat Group for your chat channels
3. Delete Final Queue Name from the Row Segments and Save once again previewing the results
4. On the report view, click on the ChatGroup - Connected box and see that an icon will appear to drill down into those values. Click it
5. Back in the editor, select a Heat Map view for this table then Save and view or refresh your report view
6. Click on the ChannelGroup created and save it to create a new Global Filter
7. Rename and Save this report to 4.2.1_CSR_QueueStatus
8. Run the recently created report named 4.1.3_CSR_Contacts to view what changes may be needed

   • Start at timestamp

9. Use the Drill-down functionality on a Contact Session ID block in the report
10. Choose a call that was transferred by looking for a consult

    • If this doesn’t exist, you may decide to create some consult transfer calls

11. Watching the video, as specified, click on the Agent Name option under fields. This takes you to the first agent name.
12. Click on the Field called ‘Second Agent Name’ to see who this call was consult transferred to
13. Experiment with Drill-down and export or open in a new tab
14. Next Time to jump to the next and last part of this exercise

    • Start at timestamp

15. This part of the exercise will show Enhanced Field Compound Visualization Drill-down
16. Edit the report 3.3_CSR_ContactVolume and follow the video to make the needed changes
    • Output Type - Table
    • Compute - None
    • Add Row Segment - Entrypoint Name
17. Rename the current Module1 as Monthly
18. Add another module and name it Weekly and set the interval to Weekly
19. Remove the extra Module as shown in the video
20. Save as on this report as 4.2.2_CSR_ContactVolume
21. This completes all the requirements of this exercise

Next Lab is Lab 6: Analyzer Exercises 5

• Lab 6: Analyzer Exercises 5

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