Webex CC Partner Summit Lab5: 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

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 actionalble 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

Section Information

  • 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
  1. Create a CSR report and set it as a Realtime report with a refresh set to 3 seconds
  2. On the Row Segment set Final Queue Name. Instructions are also listed on screen in the videos
  3. Drag Connected Count to Profile Variables
  4. Drag Contact Session ID to Profile Variables and set a filter here for calls that are Parked
  5. Drag Realtime Update Timestamp to Profile Variables and set for the Minimum Value of
  6. Right click and create a new formula on the Realtime Update Timestamp

  7. The new formula should be named LongestDuration and the expression should be Current Timestamp - Minimum Realtime Update Timestamp

  8. Hide the Minimum Realtime Contact Timestamp created in step 6.
  9. Save the report as 4.1_CSR_QueueStatus
  10. Set any columns that require timestamps with the appropriate formatting
  11. On the left column, add a filter and use Final Queue Name
  12. In the filter under the Fields section, set the Queue names that should appear in the report
  13. Be sure to save the LongestDuration as a global variable
  14. Next we will be opening a newly created report from Lab 3 - 3.2_AAR_AgentState
  15. Use the global filter created in the previous report to filter your team in this report
  16. Save this new report as 4.1.2_AAR_AgentState
  17. Next Edit the newly created report in Lab 3 named 3.1_CSR_Contacts
  18. Add a Filter using Final Queue Name and set a Regular Expression
    • Use the expression QV_+ as the wildcard.
    • Refer REGEX to learn and test your regular expressions
  19. Save the expression then choose Save as and call this new report `4.1.3_CSR_Contacts’
  20. This completes this lab. Please proceed to the next lab below.

Exercise 4.2 Enhanced Field Compound Visualization and Drill-down

Section Information

** Getting simple, actionable data insights from your reports using:

  • Enhanced Fields
  • Heat Map View
  • Compound Visualizations
  • Customized Drill-downs

** Outcome reports in this lab will be

  • 4.2.1_CSR_QueueStatus
  • 4.2.2_CSR_ContactVolume
  1. Begin by running a previously created report named 4.1.1_CSR_QueueStatus to review the report information
  2. Edit the report to add reporting functionality
  3. On the Final Queue Name block, right click and create a new enhancement to create a new Channel Group as listed in the video and Save the enhancement

NewEnhancment4 2 1

  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
  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
  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 5: Dashboards

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