Webex Contact Center Reporting - Analyzer

Table of Contents

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Introduction

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. 

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)

1. Login into Analyzer and review user interface

Section Information

  • Login Into Analyzer
  • Four Repositories
  • Review Stock reports and Dashboard
  • Search Folder & Visualization
  • List or Grid View
  • Visualization Summary information
  • Report Details information
  1. Click on the Burger sign next to HOME
  2. You can see 3 modules on the left pane : Visualization , Dashboard and Variables
  3. In the middle of the page you would notice 4 Repositories : Total Agent Activity Records, Total Agent Session Records, Total Customer Activity Records and Total Customer Session Records
  4. Click on More details on Total Customer Session Records: Make a note of total customer sessions records and period those records were executed
  5. Click on Visualization: you will notice Stock Reports Folder , Click on Stock reports --> Business Metrics
  6. Click on GRID option on left upper side (under the user name), this will show you reports in GRID view Make a note of Type, Temporal Scope, Last Modified , Created By and ID
  7. Click on Search Folder & Visualization and enter Agent realtime This is execute a global search and list the matching report

2. Execute Stock Report and use it to create custom reports

Section Information

  • Create a folder
  • Save a stock report as custom in your folder
  • Execute Your report
  • Information in preview
  • Run a Stock Dashboard
  1. Go to Home --> Visualization
  2. Click on Create New and select Folder to create a new folder with your name
  3. Click on ` Stock Reports -> Historical -> Reports -> Agent Reports`
  4. Take cursor on top of Agent Details report, click 3 dots and click Create a Copy
  5. Click Save As.. , select the Folder you created previously, change the Report name to something custom to your self (For example KT_Agent Details) and click OK
  6. Not close this report by clicking x on right upper side.
  7. Go back to your Folder under Home -> Visualization and Double click (or click on 3 dots and click Run) on your newly added report to run it.
  8. Now you are in Preview mode and to check the data summary for this report click on burger sign next to setting on the header. Make a note of Data Summary and Details
  9. Click on Export option and download this report in Excel or CSV format.
  10. Make a note of informational Timezone information on right hand upper side and make sure this match with your browser time.
  11. Click on Dashboard -> Stock Reports -> Historical Reports -> Contact Center Overview
  12. Double click Contact Center Overview - Historical . This will should your Contact Center Historical Summary

3. Create an Agent Historical Call Visualization

Section Information

  • Create a Historical Agent report
  • Repository and Interval Selection
  • Using Measures and Profile Variables
  • How to use Enhanced Field
  • How to creat new Formulas
  1. Go to Home --> Visualization and Click on your Folder created in previous excercise.
  2. Click on Create New –> Visualization
  3. On the top pane Click next to Type and select Agent Session Record
  4. On left pane click next to Start Time and select Last 7 Days
  5. Click on Compute and select under Interval Daily
  6. Click on + Row Segment, search for Field Agent. Select Agent Name and drag it to Row segment area (Green color pane)
  7. Click on Interval on Column Segment and drag it to Row Segment under Agent Name
  8. Click on + Profile Variable , search for connected and click on Measure drop-down. Select Connected Count and drag it to Profile Variable pane (Green). Here click on Formula and select Sum of Connected Count, change the name to Inbound Calls and Click Save
  9. Repeat step 7 and drag Outdial Connected Count and Save Sum of Outdial Connected Count as Outdial Calls
  10. Click Save option on the top pane
  11. Name the report as Agent Call Volume Last7Days and click OK
  12. Click on Preview, You can see Calls handled (Inbound and Outbound) by all the agents for last 7 days.
  13. Lets see how can we leverage Enhanced Field to create Grouping of Segment fields.
  14. Go to Edit view of the report, right click on the Agent Name and click on Create Enhanced Field
  15. Change the Name to LOB_{YourNameInitial}, Type Default in Default Group
  16. In Group configure Group Name as Sales and select your agent in Provide Value and Save it
  17. Now move the newly created Enhanced field above Agent Name by click and drag in the segment section.
  18. Now this Enhanced field can be saved to use globally in other reports by right click on the field and click SAVE and SAVE.
  19. Save the report and Preview: You will see Enhanced Field in first column : Default and Sales with your agent assigned under Sales and rest of the agents under Default.
  20. Lets see how we can create Custom formula: In this case we would like to get a field which give us total number of calls handled by the agent including inbound and outbound.
  21. Go to the report edit view and right Click on Inbound Call–> click New Formula
  22. Name the formula as Total Agent Call_{YourNameInitial}
  23. In Arithmetic Expression Use Inbound Call + Outdial Calls (Click the down arrow to see the field) and Save
  24. This Formula can be saved for global use in other reports, to do so right click on the newly created formula variable and click save and then OK
  25. Save the report and Preview, this will add new column providing you Total number of calls

4. Create a Call Realtime Report

Section Information

  • Creating a Realtime Report
  • How to use Filter
  • Use Drill-down functionality
  1. Go to Home --> Visualization and Click on your Folder created in previous excercise.
  2. Click on Create New –> Visualization
  3. On the top pane Click next to Type and make sure Customer Session Record is selected
  4. On Left pane click next to Start Time and select Realtime
  5. Click on Compute and select Start of Day
  6. Click on Refresh Rate and change it to 15 (Minutes) from default 5
  7. click on + Profile Variables , search for Session and select Contact Session ID, drag it to Profile Variable pane.
  8. Click on Formula select Value of Contact session ID
  9. Repeat step 7 to add these variables: EntryPoint, Final Queue Name, Team Name, Agent Name
  10. Click Save option on the top pane
  11. Name the report as Call Session Today and click OK
  12. Click on Preview, You can see Calls received Today (for all the entry points and calls answered by all the agents)
  13. Now to see the calls today answered by you only lets add a filter in this report
  14. Go To the Report edit view and on left pane click on Add Filter
  15. Here search for Agent and select Agent Name and drag it to Filter area
  16. Now Click under the Field, as you do that analyzer will list possible values. Select your Agent and Click Save
  17. Now Save the report on top and Click Preview. Now you will only see calls handled by your agent.
  18. Lets check on Drill-down Functionality now.
  19. In your Preview report click on any one of Contact Session ID Value (alpha numeric string), as you click you will see a Zoom icon. Click it.
  20. This will open a new Window with Drill-Down view, essentially showing you all the Activities during this session (start with Activity state - new)
  21. In this Drill-Down window on left pane click on Agent name, Moment you click it this data will be added to the Drill-down and show you value for each Activity in this session, more fields can be added like this.
  22. Click on Launch icon to open this Drill-down window in a separate window with full view.

5. Create Dashboard

Section Information

  • How to create Dashboard
  1. Go to Home --> Dashboard
  2. Click on your Folder
  3. Click on Create New --> Dashboard
  4. On left pane you would see your Folder , click it. Here you will see two reports you created in previous excercise
  5. Drag these one by one into the Dashboard pane. Now by clicking on right bottom corner of these reports you can maximize them as per your preference
  6. Click Save and set the name Dashboard_{Name Initials}
  7. Click Preview to see your Dashboard (With one Historical and one Realtime Report)

Changelog:

Version Comments Author(s) Date
1.0 Initial Release Krishna Tyagi (ktyagi) 25 Jan 2021
1.1 Final Release Mike Turnbow (miturnbo) 27 Jan 2021
1.2 Final Release Video Fix Mike Turnbow (miturnbo) 27 Jan 2021