DES/Current/Designer/AnalyticsBar - Revision history

Brian.marshall@genesys.com: Published

2021-08-04T14:44:14Z

Published

Ed.jamer@genesys.com: Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/AnalyticsBar to DES/Current/Designer/AnalyticsBar: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

2021-04-21T13:58:03Z

Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/AnalyticsBar to DES/Current/Designer/AnalyticsBar: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

Brian.marshall@genesys.com: Published

2021-04-01T13:32:17Z

Published

Bmarshall: Published

2020-10-15T15:45:57Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:33:31Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:45:57Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

2020-06-08T15:21:30Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Designer Analytics
|Application=Designer
|Role=Administrator
|TocName=Designer Analytics
|Platform=PureEngage
|ComingSoon=No
|Context=Learn how Designer Analytics can provide you with a deeper insight into your contact center operations.
|Section={{Section
|Standalone=No
|ComingSoon=No
|alignment=Vertical
|structuredtext=Designer Analytics is a powerful tool that provides a rich overview of your contact center operations. It features a series of informative [[#dashboards|dashboards]], each of which offers a variety of visualizations and in-depth reporting panels that highlight specific aspects of your operations.

You can track calling trends, monitor how callers are interacting with the applications, and quickly notice and react to any potential issues with the applications or system platform. It can quickly answer questions you might have about your operations, such as:

*How long are customers waiting for an agent?
*How many customer interactions did we receive yesterday? Last week? Last month?
*How many of our customers are contacting us from North America? Europe? Asia?

'''Key features'''

*Almost real-time reporting means that as soon as an application session ends, Designer Analytics can start using the data to build reports.
*90-day data retention, so you can see how your applications are performing over time.
*Advanced filtering options, so you can focus on the data you want to see.
|Status=No
}}{{Section
|sectionHeading=Session Detail Records
|Standalone=No
|ComingSoon=No
|alignment=Vertical
|structuredtext=The data contained in the Session Detail Records (SDR) is the "secret sauce" that Designer uses to generate the reporting data shown on the {{Link-SomewhereInThisManual|topic=AnalyticsBar|anchor=dashboards|display text=dashboards}}.

Each time an interaction is processed by an application, Designer creates a SDR. The fields within the SDR capture important details about the interaction, such as the starting time of the call, source and destination numbers, the block sequence (or path) that the caller took through the application, and the final status of the call (for example, the caller hung up or was connected to an agent).

{{NoteFormat| '''Sessions vs. Calls''': A ''session'' is not the same thing as a ''call''. Sessions are started each time a call (or interaction) is processed by an application. If an interaction is processed by multiple applications (or processed multiple times by the ''same'' application), multiple SDRs are created.}}

Designer assigns each interaction a unique ID that follows it through each session that is created, thus enabling you to track the entire journey of an interaction from start to finish, across each application that handles it. This makes SDRs useful for call flow analysis and troubleshooting.
|Status=No
}}{{Section
|sectionHeading=Dashboards
|Standalone=No
|ComingSoon=No
|alignment=Vertical
|structuredtext=Designer includes several {{Link-SomewhereInThisManual|topic=AnalyticsBar|anchor=dashtypes|display text=system dashboards}} that you can start using right away.

Each dashboard contains reporting panels that focus on a particular aspect of your operations. For example, panels might display results based on milestones, system errors, or the paths that callers took through an application.

Many of the panels also have options for viewing additional details about the data displayed (such as the query used to generate the results) or for changing the panel properties.

For more information about working with the dashboards, see {{Link-SomewhereInThisManual|topic=ManageDash|anchor=top|display text=Dashboard management}}.

{{AnchorDiv|dashtypes}}
===System dashboards===
The following system dashboards are included with Designer and ready to use. Use the dashboard icons to quickly navigate between the different types:
{{{!}} class="no-border wikitable"
{{!}}-
{{!}}{{!}}[[File:des_analytics_summary.png|40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=SummaryDash|anchor=top|display text=Summary}} provides a high-level overview of how application sessions are being handled across the platform.
{{!}}-
{{!}}{{!}}[[File:des_analytics_appdetails.png|40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=AppDetailsDash|anchor=top|display text=Application Details}} provides how customers are moving through the application flows, such as milestones reached, activities completed, and paths taken.
{{!}}-
{{!}}{{!}}[[File:des_analytics_duration.png|40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=DurationsDash|anchor=top|display text=Durations}} shows how much time customers are spending in various parts of the applications.
{{!}}-
{{!}}{{!}}[[File:des_analytics_data_tables.png|40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=DataTablesDash|anchor=top|display text=Data Tables}} displays disposition information for your applications in a spreadsheet-like table format.
{{!}}-
{{!}}{{!}}[[File:des_analytics_spikes.png|40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=SpikesDash|anchor=top|display text=Spikes}} displays the peaks in your application session counts over a specific period of time.
{{!}}-
{{!}}{{!}}[[File:des_analytics_heatmap.png|40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=HeatmapsDash|anchor=top|display text=Heatmap}} provides the intensity in occurrence (or "heat") of a particular item or event.
{{!}}-
{{!}}{{!}}[[File:des_analytics_path.png|40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=PathDash|anchor=top|display text=Path}} provides a visualization of how customers are moving through an application.
{{!}}-
{{!}}{{!}}[[File:des_analytics_sankey_path.png|40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=SankeyDash|anchor=top|display text=Sankey Path Analysis}} is similar to {{Link-SomewhereInThisManual|topic=PathDash|anchor=top|display text=Path}}, but generates the results based on milestones and menu inputs.
{{!}}-
{{!}}{{!}}[[File:des_analytics_sunburst_path.png|40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=SunburstDash|anchor=top|display text=Sunburst Path Analysis}} renders your reporting data as a sunburst graphic.
{{!}}-
{{!}}{{!}}[[File:des_analytics_inputs.png|40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=InputsDash|anchor=top|display text=Inputs}} provides information about how customers are responding to the various menu options.
{{!}}-
{{!}}{{!}}[[File:des_analytics_surveys.png|40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=SurveysDash|anchor=top|display text=Surveys}} provides a deeper look into the performance of your survey applications.
{{!}}-
{{!}}{{!}}[[File:des_analytics_extserv_icon.png|40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=ExtServDash|anchor=top|display text=External Services}} provides information about external requests made by the applications.
{{!}}-
{{!}}{{!}}[[File:des_analytics_routing_icon.png|40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=RoutingDash|anchor=top|display text=Routing Analysis}} provides details about routing sessions.
{{!}}-
{{!}}{{!}}[[File:des_analytics_busctrl_icon.png|40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=BusCtrlDash|anchor=top|display text=Business Controls}} provides details about Business Controls objects.
{{!}}-
{{!}}{{!}}[[File:des_analytics_search_sdr.png|40px]]
{{!}}{{!}}{{Link-SomewhereInThisManual|topic=SDRDash|anchor=top|display text=Session Detail Records}} displays some of the raw data contained in the Session Detail Records (SDRs).
{{!}}}
|Status=No
}}
}}

@@ Line 20: / Line 20: @@
 '''Key features'''
-*Almost real-time reporting means that as soon as an application session ends, Designer Analytics can start using the data to build reports.
+*Almost real-time reporting means that as soon as an application session ends, Designer Analytics starts using the data to build reports.
 *90-day data retention, so you can see how your applications are performing over time.
 *Advanced filtering options, so you can focus on the data you want to see.

← Older revision	Revision as of 13:58, April 21, 2021
(No difference)

@@ Line 10: / Line 10: @@
 |Section={{Section
 |alignment=Vertical
-|structuredtext=Designer Analytics is a powerful tool that provides a rich overview of your contact center operations. It features a series of informative [[#dashboards|dashboards]], each of which offers a variety of visualizations and in-depth reporting panels that highlight specific aspects of your operations.
+|structuredtext=Designer Analytics is a powerful tool that provides a rich overview of your contact center operations. It features a series of informative {{Link-SomewhereInThisVersion|manual=Designer|topic=AnalyticsBar|anchor=dashtypes|display text=dashboards}}, each of which offers a variety of visualizations and in-depth reporting panels that highlight specific aspects of your operations.
 You can track calling trends, monitor how callers are interacting with the applications, and quickly notice and react to any potential issues with the applications or system platform. It can quickly answer questions you might have about your operations, such as:
@@ Line 27: / Line 27: @@
 |sectionHeading=Session Detail Records
 |alignment=Vertical
-|structuredtext=The data contained in the Session Detail Records (SDR) is the "secret sauce" that Designer uses to generate the reporting data shown on the {{Link-SomewhereInThisManual|topic=AnalyticsBar|anchor=dashboards|display text=dashboards}}.
+|structuredtext=The data contained in the Session Detail Records (SDR) is the "secret sauce" that Designer uses to generate the reporting data shown on the {{Link-SomewhereInThisVersion|manual=Designer|topic=AnalyticsBar|anchor=dashtypes|display text=dashboards}}.
 Each time an interaction is processed by an application, Designer creates a SDR. The fields within the SDR capture important details about the interaction, such as the starting time of the call, source and destination numbers, the block sequence (or path) that the caller took through the application, and the final status of the call (for example, the caller hung up or was connected to an agent).
@@ Line 38: / Line 38: @@
 |sectionHeading=Dashboards
 |alignment=Vertical
-|structuredtext=Designer includes several {{Link-SomewhereInThisManual|topic=AnalyticsBar|anchor=dashtypes|display text=system dashboards}} that you can start using right away.
+|structuredtext=Designer includes several dashboards that you can start using right away.
 Each dashboard contains reporting panels that focus on a particular aspect of your operations. For example, panels might display results based on milestones, system errors, or the paths that callers took through an application.

@@ Line 2: / Line 2: @@
 |Standalone=No
 |DisplayName=Designer Analytics
 |TocName=Designer Analytics
 |Platform=GenesysEngage-cloud
-|ComingSoon=No
+|Role=Administrator
-|Context=Learn how Designer Analytics can provide you with a deeper insight into your contact center operations.
+|Application=Designer
 |Section={{Section
 |alignment=Vertical
 |structuredtext=Designer Analytics is a powerful tool that provides a rich overview of your contact center operations. It features a series of informative [[#dashboards|dashboards]], each of which offers a variety of visualizations and in-depth reporting panels that highlight specific aspects of your operations.
@@ Line 28: / Line 26: @@
 }}{{Section
 |sectionHeading=Session Detail Records
 |alignment=Vertical
 |structuredtext=The data contained in the Session Detail Records (SDR) is the "secret sauce" that Designer uses to generate the reporting data shown on the {{Link-SomewhereInThisManual|topic=AnalyticsBar|anchor=dashboards|display text=dashboards}}.
@@ Line 41: / Line 37: @@
 }}{{Section
 |sectionHeading=Dashboards
 |alignment=Vertical
 |structuredtext=Designer includes several {{Link-SomewhereInThisManual|topic=AnalyticsBar|anchor=dashtypes|display text=system dashboards}} that you can start using right away.
@@ Line 57: / Line 51: @@
 {{{!}} class="no-border wikitable"
 {{!}}-
-{{!}}{{!}}[[File:des_analytics_summary.png|40px]]
+{{!}}{{!}}[[File:des_analytics_summary.png{{!}}40px]]
 {{!}}{{!}}{{Link-SomewhereInThisManual|topic=SummaryDash|anchor=top|display text=Summary}} provides a high-level overview of how application sessions are being handled across the platform.
 {{!}}-
-{{!}}{{!}}[[File:des_analytics_appdetails.png|40px]]
+{{!}}{{!}}[[File:des_analytics_appdetails.png{{!}}40px]]
 {{!}}{{!}}{{Link-SomewhereInThisManual|topic=AppDetailsDash|anchor=top|display text=Application Details}} provides how customers are moving through the application flows, such as milestones reached, activities completed, and paths taken.
 {{!}}-
-{{!}}{{!}}[[File:des_analytics_duration.png|40px]]
+{{!}}{{!}}[[File:des_analytics_duration.png{{!}}40px]]
 {{!}}{{!}}{{Link-SomewhereInThisManual|topic=DurationsDash|anchor=top|display text=Durations}} shows how much time customers are spending in various parts of the applications.
 {{!}}-
-{{!}}{{!}}[[File:des_analytics_data_tables.png|40px]]
+{{!}}{{!}}[[File:des_analytics_data_tables.png{{!}}40px]]
 {{!}}{{!}}{{Link-SomewhereInThisManual|topic=DataTablesDash|anchor=top|display text=Data Tables}} displays disposition information for your applications in a spreadsheet-like table format.
 {{!}}-
-{{!}}{{!}}[[File:des_analytics_spikes.png|40px]]
+{{!}}{{!}}[[File:des_analytics_spikes.png{{!}}40px]]
 {{!}}{{!}}{{Link-SomewhereInThisManual|topic=SpikesDash|anchor=top|display text=Spikes}} displays the peaks in your application session counts over a specific period of time.
 {{!}}-
-{{!}}{{!}}[[File:des_analytics_heatmap.png|40px]]
+{{!}}{{!}}[[File:des_analytics_heatmap.png{{!}}40px]]
 {{!}}{{!}}{{Link-SomewhereInThisManual|topic=HeatmapsDash|anchor=top|display text=Heatmap}} provides the intensity in occurrence (or "heat") of a particular item or event.
 {{!}}-
-{{!}}{{!}}[[File:des_analytics_path.png|40px]]
+{{!}}{{!}}[[File:des_analytics_path.png{{!}}40px]]
 {{!}}{{!}}{{Link-SomewhereInThisManual|topic=PathDash|anchor=top|display text=Path}} provides a visualization of how customers are moving through an application.
 {{!}}-
-{{!}}{{!}}[[File:des_analytics_sankey_path.png|40px]]
+{{!}}{{!}}[[File:des_analytics_sankey_path.png{{!}}40px]]
 {{!}}{{!}}{{Link-SomewhereInThisManual|topic=SankeyDash|anchor=top|display text=Sankey Path Analysis}} is similar to {{Link-SomewhereInThisManual|topic=PathDash|anchor=top|display text=Path}}, but generates the results based on milestones and menu inputs.
 {{!}}-
-{{!}}{{!}}[[File:des_analytics_sunburst_path.png|40px]]
+{{!}}{{!}}[[File:des_analytics_sunburst_path.png{{!}}40px]]
 {{!}}{{!}}{{Link-SomewhereInThisManual|topic=SunburstDash|anchor=top|display text=Sunburst Path Analysis}} renders your reporting data as a sunburst graphic.
 {{!}}-
-{{!}}{{!}}[[File:des_analytics_inputs.png|40px]]
+{{!}}{{!}}[[File:des_analytics_inputs.png{{!}}40px]]
 {{!}}{{!}}{{Link-SomewhereInThisManual|topic=InputsDash|anchor=top|display text=Inputs}} provides information about how customers are responding to the various menu options.
 {{!}}-
-{{!}}{{!}}[[File:des_analytics_surveys.png|40px]]
+{{!}}{{!}}[[File:des_analytics_surveys.png{{!}}40px]]
 {{!}}{{!}}{{Link-SomewhereInThisManual|topic=SurveysDash|anchor=top|display text=Surveys}} provides a deeper look into the performance of your survey applications.
 {{!}}-
-{{!}}{{!}}[[File:des_analytics_extserv_icon.png|40px]]
+{{!}}{{!}}[[File:des_analytics_extserv_icon.png{{!}}40px]]
 {{!}}{{!}}{{Link-SomewhereInThisManual|topic=ExtServDash|anchor=top|display text=External Services}} provides information about external requests made by the applications.
 {{!}}-
-{{!}}{{!}}[[File:des_analytics_routing_icon.png|40px]]
+{{!}}{{!}}[[File:des_analytics_routing_icon.png{{!}}40px]]
 {{!}}{{!}}{{Link-SomewhereInThisManual|topic=RoutingDash|anchor=top|display text=Routing Analysis}} provides details about routing sessions.
 {{!}}-
-{{!}}{{!}}[[File:des_analytics_busctrl_icon.png|40px]]
+{{!}}{{!}}[[File:des_analytics_busctrl_icon.png{{!}}40px]]
 {{!}}{{!}}{{Link-SomewhereInThisManual|topic=BusCtrlDash|anchor=top|display text=Business Controls}} provides details about Business Controls objects.
 {{!}}-
-{{!}}{{!}}[[File:des_analytics_search_sdr.png|40px]]
+{{!}}{{!}}[[File:des_analytics_bot_dash_icon.png{{!}}40px]]
 {{!}}{{!}}{{Link-SomewhereInThisManual|topic=SDRDash|anchor=top|display text=Session Detail Records}} displays some of the raw data contained in the Session Detail Records (SDRs).
 {{!}}}

DES/Current/Designer/AnalyticsBar - Revision history

Brian.marshall@genesys.com: Published

Ed.jamer@genesys.com: Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/AnalyticsBar to DES/Current/Designer/AnalyticsBar: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

Brian.marshall@genesys.com: Published

Bmarshall: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"