Reports

From Genesys Documentation
Jump to: navigation, search

Use Reports to create a summary and analyses of interaction, speech, and external metadata. This page describes how to set up and generate reports and what you can do with them.

You can generate reports for analysis, view report details and status, and share the data with users throughout the enterprise. You can view reports in your browser, print them or send them via email.

To help you monitor your business, SpeechMiner offers a wide range of standard reports that can be customized to better suit your needs.

Depending on the type of report, the results may be presented as lists or data and/or in graphic form.

In this section you will learn how to:

Reports menu

The Reports menu includes the following items:

  • Templates - Enables you to select to create a report from a wide variety of report templates.
  • Saved Reports - Enables you to run the same report numerous times on different dates and times
  • Edit Report - Enables you to change an existing report.

Create a new report

New reports are based on an existing template.

  1. Select Explore > Reports.
  2. Select Templates.
  3. Decide which report template will act as the basis of your new report.
  4. Click the Preview link to see an example of the report template.
  5. Click the Edit link associated with the template on which you want to base your new report. The Edit Report tab is opened. The name of the selected template appears in the Template list.
    Important
    You can change the template by selecting a different template from the Template list.
  6. Configure the report as necessary using the available parameters at the top of the screen and under Interactions Filter on the left side of the screen. For additional information about each parameter refer to Report parameters.
    Important
    Not all templates include Interactions Filter on the left side of the screen.
  7. Click Run Report. The report appears at the bottom of the screen under that report parameters.
  8. Optional: Click Save Smicon save.png to save the report. You do not have to save a report to run it.
    To create a report based on a saved report click Save As Smicon saveas.png.

Edit an existing report

After a report is created you can change its properties.

  1. Select Explore > Saved Reports. The Saved Reports tab is opened.
  2. Click the Edit icon Reportedit.png. The Edit Report tab is opened.
  3. Configure the report as necessary using the available parameters at the top of the screen and under Interactions Filter on the left side of the screen. For additional information about each parameter, refer to Report parameters.
  4. Click Save Smicon save.png to save your changes to the existing report. If you are creating a report based on a saved report, click Save As Smicon saveas.png.
  5. Click Run Report. The report appears at the bottom of the screen under the report parameters.
Important
Not all templates include an Interaction filter on the left side of the screen.

Control the data set for analysis

Report templates that include the Agents Data Set filter can be configured to analyze data for the current user or work group, rather than a specific user or work group.

When the report runs, the data set used changes depending on which user runs it. For example, if the user is agent 12, the report will only include interactions that were handled by agent 12.

This feature will work only if the user's profile includes mapping. For instance:

  • If the user is an agent, the mapping gives the name of the agent. The reports that are filtered for the current user only include data about that agent.
  • If the user is a manager, the mapping gives the name of the manager's work group. The reports that are filtered for the current user include data for the entire work group.

Configure a report to analyze data for the current user

  1. Select Explore > Saved Reports.
  2. Click the Edit icon Reportedit.png for the report you would like to edit for the current user. The report is opened.
  3. Under Interactions Filter, select the current user from the Agents list and click Add.
  4. Click Done. Once the report is configured, different users can create the report to analyze their own data and the report can be shared with other users.

Run a report

You can run a report in a number of ways:

Important
You do not have to save a report to run it.

Run the report and view the results in the browser

  1. Select Reports > Saved Reports to run an existing report.
  2. From the Saved Reports list click Run Sm runreport.png. The report results are displayed as you requested in the SpeechMiner Report Viewer window.

Run a report from the Edit Report tab

  1. Select Reports > Saved Reports to run an existing report.
  2. From the Saved Reports list, click the Edit icon Reportedit.png. The Edit Report tab is opened.
  3. Select how to view the report results in the browser:
    • To view the results in a new browser window, at the top of the form select Open in new window.
    • To view the results below the template form, clear the Open in new window check box.
  4. Click Smicon runreport.png. The report results are displayed.

Run the report and send the results via email

Important
The results are sent as a PDF file. The .pdf file is opened in a browser and is linked to the SpeechMiner system.
  1. Select Reports > Saved Reports to run an existing report.
  2. From the Saved Reports list, select the report you want to run. From Edit Report configure the report you want to run.
  3. At the top of the form, click Email Report Smicon sessionactionemail.png. A dialog box opens.
  4. Under To enter the required email addresses. Separate multiple addresses with semi-colons (;).
  5. Under Notes type any text you want to include in the body of the email.
  6. Click Send. The report runs and the results are sent to the recipients you specified. A confirmation message appears when the results are sent.

Run the report and export the results

  1. Select Reports > Saved Reports to run an existing report.
  2. From the Saved Reports list, select the report you want to run. From Edit Report configure the report you want to run.
  3. At the top of the form, click Smicon runreport.png. The report is created and appears at the bottom of the screen.
  4. Click either the PDF or Excel icon to export the results to a PDF or Excel file. A dialog box opens and asks you if you want to open or save the file.
  5. Select the desired option.
    • If you select Open, the file is opened in the application that is configured to open files of the selected type on your computer.
    • If you select Save, a Save As a dialog box opens. Navigate to the folder in which you want to save the file and click Save. The file is saved in the selected location.

Schedule a report

You can schedule a report to run automatically at specified times or in response to specific events. The results are automatically sent via email to the recipients.

The type of report schedule is indicated in the Schedule column.

  • Deactivated - The report is not scheduled to run.
  • Time Based - The report runs automatically at specific times.
  • Event Based - The report runs automatically when specific events are detected.
Important
You can create or modify the report schedules only for the reports you created.

The report scheduling feature enables you to:

Create a report schedule for a specific report

  1. Select Reports > Saved Reports.
  2. Select the report you want to run according to a specific schedule.
  3. Click the Schedule icon Sm calendar.png.
  4. Click Active and select the Schedule tab.
  5. From the Schedule Type list select Time Based.
  6. From the Date Range fields select the start and end of the schedule.
  7. Select the period of time for the scheduled report. For example, if you want to run the report every weekday, select week. If you want to run the report on specific days select Day and then the specific days. The parameters that appear on the right side of the window change according to your time period selection
  8. Select the Recipient tab and configure the available parameters.
  9. Click Schedule. The report is scheduled to automatically run according to the settings you configured.

Create a report schedule for a group of reports

  1. Select Reports > Saved Reports.
  2. Select the group of reports you want to run according to a specific schedule.
  3. Click the Schedule icon Sm calendar.png.
  4. Click Active and select the Schedule tab.
  5. From the Schedule Type list select Time Based.
  6. From the Date Range fields select the start and end of the schedule.
  7. Select the period of time for the scheduled report. For example, if you want to run the report every weekday, select week. If you want to run the report on specific days, select Day and then the specific days. The parameters that appear on the right side of the window change according to the selected time period.
  8. Select the Recipient tab and configure the available parameters.
  9. Click Schedule. The report is scheduled to automatically run according to the settings you configured.

Send the report to specific recipients

Regardless of the schedule type selected, you must specify one or more recipients for the report.

  1. Select Reports > Saved Reports.
  2. Select the group of reports you want to run according to a specific schedule.
  3. Click the Schedule icon Sm calendar.png.
  4. Select the Recipients tab and configure the fields as follows:
    • To - The email addresses of the report recipients. Separate multiple addresses with semi-colons (;).
    • Reply To - The sender's address.
    • Subject - The text that should appear in the subject line of the email.
    • Report Format - Select Web archive to create the results in an MHT file that can be opened in Internet Explorer. Or, select PDF to create the results in a PDF file.
    Important
    If the Schedule Report does not produce expected results refer to the Configuring the Reporting Services in the Administration Guide.
  5. Priority - Select the desired priority level for the email message.
  6. Click Schedule. The reports are scheduled as specified in the Schedule tab and the recipients are set as specified in the Recipients tab.

Schedule a report to run when an event is detected

Event-based scheduling enables you to keep track of potentially significant trends. It also enables you to be alerted when significant changes in agent or customer behavior occur. In this context, the term event does not refer to an individual occurrence of an event, but to a specified number or percentage of interactions in which the event was detected. For example, the detection of caller agitation in more than 10% of interactions could be an event that causes a report to be generated.

  1. Select Reports > Saved Reports.
  2. Select the report(s) you want to schedule.
  3. Click the Schedule icon Sm calendar.png.
  4. At the top of the scheduling dialog box, select Active.
  5. From the ScheduleType list select EventBased. The fields required to configure the schedule are displayed
  6. In the Condition line, under Categories select the categories that must be identified in the interactions. For additional information, see Search Filter.
  7. In the next field, select one of the following:
    • Exceeds (>) - Run the selected reports when the selected categories are identified in more than a specified number or percentage of interactions.
    • Equals (=) - Run the selected reports when the selected categories are identified in a specified number or percentage of interactions.
    • Drops Below (<) - Run the selected reports when the selected categories are identified in fewer than a specified number or percentage of interactions.
  8. Under Values, fill in the number or percentage of interactions.
  9. In the next field, select Interactions if the value refers to a number of interactions or % of interactions if the value refers to a percentage of interactions
  10. Under Duration, fill in the number of time periods (of the unit specified in the next field) in which the condition must be met. For example, type 2 if the condition must be met within a 2-day period and select Days in the next field.
  11. Select the unit of time for the duration value you entered in the previous field.
  12. Configure the Recipients tab and save the settings.

Deactivate a report schedule

  1. Select Reports > Saved Reports.
  2. Select the report(s) for which you want to deactivate the schedule.
  3. Click the Schedule icon Sm calendar.png.
  4. At the top of the scheduling dialog box, clear the Active check box.
    Important
    If you selected a group of saved reports before you opened the Scheduling window, the Active check box is not selected.
  5. Click the Schedule checkbox.

Drill down a report

Depending on the type of report, the report results may be in the form of a graph, a histogram, or a table.

You can drill down to the underlying data on which any graphic component is based (graph bars, lines, or table headers).

When you do this, you will be presented with a new report that is based on the data point you clicked on.

Drill down to the underlying data of a report component

  • Click the component.

Play back an interaction from a drill-down list

  • Under Open, click the icon. The Media Player opens in a new browser window and begins to play back the interaction.

Close the drill-down list and return to the report results

  • If the report was displayed in the Edit Report tab click Back SM back.png at the bottom of the form.
  • If the report was opened in a separate window or tab, use the browser's Back button or press Backspace.

Sort the data in a table

  • Click the heading of the column by which you want to sort the table.
Retrieved from "https://all.docs.genesys.com/PEC-REC/Current/User/reports (2021-10-21 14:56:47)"