Webex CC Partner Summit Lab 6: Analyzer Lab

Exercises 2.1 and 2.2

Table of Contents

  1. Exercise 2.1: Execute Stock Reports
  2. Exercise 2.2: Create Custom Reports using Stock Reports

Quick Links

Lab Objective

This lab is designed to give you basic understanding of Analyzer, user interface features , how execute stock reports and use them to create custom reports per your need. In these videos the lab goal is familiarization of the product and terminology.

We will also be creating two new reports (one for Call and one for agent) to capture relevent information and then will use these reports in a dashboard, while doing this we will learns about capabilities and features you can use to capture the required insights.

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 2.1 - Execute Stock Reports

Instructions

  • Run various stock reports
  • Copy stock reports and edit to suit your reporting needs
  • Exporting reports
  1. In this lab, start in Analyzer. If you are not in Analyzer, please navigate to the Analyzer home page
  2. Go to Home --> Visualization
  3. Use the search option and search for contact finding the Contact Details in Queue report
  4. Run the report by either double click or using the elipsis menu and choosing Run
  5. Review the report information and click on the hamburger or expand option at the top left to see Data Summary and Details about the report
  6. Click on the Details tab for the report and review the various report configuration objects
  7. Click on the Settings button and test the various options outlined in the video like hiding columns or copying data elements. Direct link to this part of the video below.
  8. Run the report in the Tenant Time Zone. Timezone can be changed at Analyzer home page
  9. Review the Analyzer URL for the report which shows the Tenant ID (tid) and Report ID (rid). The tenant ID is unique to every tenant and very useful for troubleshooting or back end change requests.
  10. This concludes the first lab in Exercise Section 2

Exercise 2.2 - Create Custom Report using Stock Reports

Instructions

  • Copy a stock report to create a new custom report
  • Create a new report to show the team performance for yesterday
  1. Using the search option, search for the word team and review the listed reports to find the best report to build from
  2. Find the Team Details Report and run it
  3. Review the information captured in the stock report using the ellipsis menu to view details about the report. This will help you determine if this report will work to suit your needs
  4. Create a copy of this report and save it into your Team Folder
  5. Following the video instructions, make the recommended changes to the new report.
  6. Follow the video guide to make changes as suggested. Note that in this report you may make any changes you wish since no future labs will use this report However, don’t take too much time here if falling behind on time.
  7. Save as on this report into your Team folder
  8. Change the filter to ensure that no other team data is being shown on your report if needed.
  9. Customize the field sizes by reducing the field header names as shown in the video to fit all columns within your display if possible
  10. Congratulations. This completes Lab 2. Proceed to Lab 3.

Next Lab 6: Analyzer Exercises 3: Custom Visualizations

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