PEC-REC/Current/User/reports - Revision history

WikiSysop at 04:16, June 20, 2022

2022-06-20T04:16:34Z

WikiSysop at 09:45, May 18, 2022

2022-05-18T09:45:37Z

Venkatesan.pavadai@genesys.com: Published

2021-11-29T14:38:17Z

Published

Merav.levy@genesys.com: Published

2021-11-17T12:21:22Z

Published

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

2020-07-25T02:32:27Z

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

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

2020-07-15T11:46:33Z

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

Bgrenon: Published

2020-06-08T15:23:31Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Reports
|TocName=Reports
|Context=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.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator
|Application=Recording
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=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:

*{{Link-SomewhereInThisManual|topic=reports|anchor=createreport|display text=Create and run a report}} - To review and analyze interaction, speech and external metadata.
*{{Link-SomewhereInThisManual|topic=reports|anchor=editreport|display text=Edit saved reports}} - To modify the report data to suit your needs.
*{{Link-SomewhereInThisManual|topic=savedreport|anchor=top|display text=Work with saved reports}} - To periodically view data for business issues that may reoccur.
*{{Link-SomewhereInThisManual|topic=reporttemplates|anchor=top|display text=Understand report layouts and parameters}} - To better absorb the report information.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Reports menu
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=The Reports menu includes the following items:

*{{Link-SomewhereInThisManual|topic=reporttemplates|anchor=top|display text=Templates}} - Enables you to select to create a report from a wide variety of report templates.
*{{Link-SomewhereInThisManual|topic=savedreport|anchor=top|display text=Saved Reports}} - Enables you to run the same report numerous times on different dates and times
*{{Link-SomewhereInThisManual|topic=reports|anchor=editreport|display text=Edit Report}} - Enables you to change an existing report.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Create a new report
|anchor=createreport
|alignment=Vertical
|Media=
|image=
|structuredtext=New reports are based on an existing template.

#Select '''Explore > Reports'''.
#Select '''Templates.'''
#Decide which report template will act as the basis of your new report.
#Click the '''Preview''' link to see an example of the report template.
#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.
#:{{NoteFormat|You can change the template by selecting a different template from the Template list.}}
#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 {{Link-SomewhereInThisManual|topic=reporttemplates|anchor=reportparameters|display text=Report parameters}}.
#:{{NoteFormat|Not all templates include Interactions Filter on the left side of the screen.}}
#Click '''Run Report'''. The report appears at the bottom of the screen under that report parameters.
#Optional: Click '''Save '''[[File:Smicon_save.png|link=]] to save the report. You do not have to save a report to run it.
#:To create a report based on a {{Link-SomewhereInThisManual|topic=savedreport|anchor=top|display text= saved report}} click '''Save As''' [[file:Smicon_saveas.png|link=]].
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Edit an existing report
|anchor=editreport
|alignment=Vertical
|Media=
|image=
|structuredtext=After a report is created you can change its properties.

#Select '''Explore > Saved Reports'''. The Saved Reports tab is opened.
#Click the '''Edit''' icon [[file:Reportedit.png|link=|22px]]. The Edit Report tab is opened.
#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 {{Link-SomewhereInThisManual|topic=reporttemplates|anchor=reportparameters|display text=Report parameters}}.
#Click '''Save '''[[file:Smicon_save.png|link=]] to save your changes to the existing report. If you are creating a report based on a saved report, click '''Save As''' [[file:Smicon_saveas.png|link=]].
#Click '''Run Report'''. The report appears at the bottom of the screen under the report parameters.

{{NoteFormat|Not all templates include an Interaction filter on the left side of the screen.}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Control the data set for analysis
|anchor=analyzedata
|alignment=Vertical
|Media=
|image=
|structuredtext=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===

#Select '''Explore > Saved Reports'''.
#Click the '''Edit''' icon [[file:Reportedit.png|link=|23px]] for the report you would like to edit for the current user. The report is opened.
#Under '''Interactions Filter''', select the current user from the '''Agents''' list and click '''Add'''.
#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.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Run a report
|anchor=runreport
|alignment=Vertical
|Media=
|image=
|structuredtext=You can run a report in a number of ways:

*{{Link-SomewhereInThisManual|topic=reports|anchor=view|display text=Run the report and view the results in the browser}}
*{{Link-SomewhereInThisManual|topic=reports|anchor=edit|display text=Run the report from the Edit Report tab}}
*{{Link-SomewhereInThisManual|topic=reports|anchor=send|display text=Run the report and send the results as an email attachment to selected recipients}}
*{{Link-SomewhereInThisManual|topic=reports|anchor=export|display text=Run the report and export the results using a PDF or Excel file}}

{{NoteFormat|You do not have to save a report to run it.}}

{{AnchorDiv|view}}
===Run the report and view the results in the browser===

#Select '''Reports > Saved Reports''' to run an existing report.
#From the '''Saved Reports''' list click '''Run''' [[file: Sm_runreport.png|link=|30px]]. The report results are displayed as you requested in the SpeechMiner Report Viewer window.

{{AnchorDiv|edit}}
===Run a report from the Edit Report tab===

#Select '''Reports > Saved Reports''' to run an existing report.
#From the '''Saved Reports''' list, click the '''Edit''' icon [[file:Reportedit.png|link=|22px]]. The '''Edit Report''' tab is opened.
#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.
#Click [[file:Smicon runreport.png|link=|95px]]. The report results are displayed.

{{AnchorDiv|send}}
===Run the report and send the results via email===
{{NoteFormat|The results are sent as a PDF file. The .pdf file is opened in a browser and is linked to the SpeechMiner system.}}

#Select '''Reports > Saved Reports''' to run an existing report.
#From the '''Saved Reports''' list, select the report you want to run. From {{Link-SomewhereInThisManual|topic=reports|anchor=editreport|display text=Edit Report}} configure the report you want to run.
#At the top of the form, click '''Email Report''' [[file:Smicon sessionactionemail.png|link=]]. A dialog box opens.
#Under '''To''' enter the required email addresses. Separate multiple addresses with semi-colons (''';''').
#Under '''Notes''' type any text you want to include in the body of the email.
#Click '''Send'''. The report runs and the results are sent to the recipients you specified. A confirmation message appears when the results are sent.

{{AnchorDiv|export}}
===Run the report and export the results===

#Select '''Reports > Saved Reports''' to run an existing report.
#From the '''Saved Reports''' list, select the report you want to run. From {{Link-SomewhereInThisManual|topic=reports|anchor=editreport|display text=Edit Report}} configure the report you want to run.
#At the top of the form, click [[file:Smicon runreport.png|link=|95px]]. The report is created and appears at the bottom of the screen.
#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.
#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.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Schedule a report
|anchor=schedule
|alignment=Vertical
|Media=
|image=
|structuredtext=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.

{{NoteFormat|You can create or modify the report schedules only for the reports you created.}}

The report scheduling feature enables you to:

*{{Link-SomewhereInThisManual|topic=reports|anchor=specific|display text=Create a report schedule for a specific report.}}
*{{Link-SomewhereInThisManual|topic=reports|anchor=group|display text=Create a report schedule for a group of reports.}}
*{{Link-SomewhereInThisManual|topic=reports|anchor=recipient|display text=Send the report to specific recipients.}}
*{{Link-SomewhereInThisManual|topic=reports|anchor=event|display text=Schedule a report to run when an event is detected.}}
*{{Link-SomewhereInThisManual|topic=reports|anchor=deactivate|display text=Deactivate a report schedule.}}

{{AnchorDiv|specific}}
===Create a report schedule for a specific report===

#Select '''Reports > Saved Reports'''.
#Select the report you want to run according to a specific schedule.
#Click the '''Schedule''' icon [[File:sm_calendar.png|link=]].
#Click '''Active''' and select the '''Schedule''' tab.
#From the '''Schedule Type''' list select '''Time Based'''.
#From the '''Date Range''' fields select the start and end of the schedule.
#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
#Select the {{Link-SomewhereInThisManual|topic=reports|anchor=recipient|display text=Recipient}} tab and configure the available parameters.
#Click Schedule. The report is scheduled to automatically run according to the settings you configured.

{{AnchorDiv|group}}
===Create a report schedule for a group of reports===

#Select '''Reports > Saved Reports'''.
#Select the group of reports you want to run according to a specific schedule.
#Click the '''Schedule''' icon [[File:sm_calendar.png|link=]].
#Click '''Active''' and select the '''Schedule''' tab.
#From the '''Schedule Type''' list select '''Time Based'''.
#From the '''Date Range''' fields select the start and end of the schedule.
#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.
#Select the {{Link-SomewhereInThisManual|topic=reports|anchor=recipient|display text=Recipient}} tab and configure the available parameters.
#Click Schedule. The report is scheduled to automatically run according to the settings you configured.

{{AnchorDiv|recipient}}
===Send the report to specific recipients===
Regardless of the schedule type selected, you must specify one or more recipients for the report.

#Select '''Reports > Saved Reports'''.
#Select the group of reports you want to run according to a specific schedule.
#Click the '''Schedule''' icon [[File:sm_calendar.png|link=]].
#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.
#:{{NoteFormat|If the Schedule Report does not produce expected results refer to the ''Configuring the Reporting Services in the Administration Guide''.}}
#'''Priority''' - Select the desired priority level for the email message.
#Click '''Schedule'''. The reports are scheduled as specified in the Schedule tab and the recipients are set as specified in the Recipients tab.

{{AnchorDiv|event}}
===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.

#Select '''Reports > Saved Reports'''.
#Select the report(s) you want to schedule.
#Click the '''Schedule''' icon [[File:sm_calendar.png|link=]].
#At the top of the scheduling dialog box, select '''Active'''.
#From the '''ScheduleType''' list select '''EventBased'''. The fields required to configure the schedule are displayed
#In the '''Condition''' line, under '''Categories''' select the categories that must be identified in the interactions. For additional information, see {{Link-SomewhereInThisManual|topic=createanewsearch|anchor=searchfilter|display text=Search Filter}}.
#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.
#Under '''Values''', fill in the number or percentage of interactions.
#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
#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.
#Select the unit of time for the duration value you entered in the previous field.
#Configure the '''Recipients''' tab and save the settings.

{{AnchorDiv|deactivate}}
===Deactivate a report schedule===

#Select '''Reports > Saved Reports'''.
#Select the report(s) for which you want to deactivate the schedule.
#Click the '''Schedule''' icon [[File:sm_calendar.png|link=]].
#At the top of the scheduling dialog box, clear the '''Active''' check box.
#:{{NoteFormat|If you selected a group of saved reports before you opened the Scheduling window, the Active check box is not selected.}}
#Click the '''Schedule''' checkbox.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Drill down a report
|anchor=drilldown
|alignment=Vertical
|Media=
|image=
|structuredtext=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 {{Link-SomewhereInThisManual|topic=mediaplayer|anchor=top|display text=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''' [[file:SM back.png|link=|18px]] 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.
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 48: / Line 48: @@
 #Optional: Click '''Save '''[[File:Smicon_save.png|link=]] to save the report. You do not have to save a report to run it.
 #:To create a report based on a {{Link-SomewhereInThisManual|topic=savedreport|anchor=top|display text= saved report}} click '''Save As''' [[file:Smicon_saveas.png|link=]].
 |Status=No
 }}{{Section

@@ Line 38: / Line 38: @@
 |structuredtext=New reports are based on an existing template.
-#Select '''Explore > Reports'''.
+#Select '''Reports > Templates.'''
 #Decide which report template will act as the basis of your new report.
 #Click the '''Preview''' link to see an example of the report template.
@@ Line 56: / Line 55: @@
 |structuredtext=After a report is created you can change its properties.
-#Select '''Explore > Saved Reports'''. The Saved Reports tab is opened.
+#Select '''Reports > Saved Reports'''. The Saved Reports tab is opened.
 #Click the '''Edit''' icon [[file:Reportedit.png|link=|22px]]. The Edit Report tab is opened.
 #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 {{Link-SomewhereInThisManual|topic=reporttemplates|anchor=reportparameters|display text=Report parameters}}.
@@ Line 79: / Line 78: @@
 ===Configure a report to analyze data for the current user===
-#Select '''Explore > Saved Reports'''.
+#Select '''Reports > Saved Reports'''.
 #Click the '''Edit''' icon [[file:Reportedit.png|link=|23px]]  for the report you would like to edit for the current user. The report is opened.
 #Under '''Interactions Filter''', select the current user from the '''Agents''' list and click '''Add'''.
@@ Line 271: / Line 270: @@
 To configure a report to analyze data for the current user:
-#Select '''Explore > Saved Reports'''.
+#Select '''Reports > Saved Reports'''.
 #Click the pencil '''Edit''' icon for the report you would like to edit for the current user. The reports opens in the '''Edit''' '''Report'''.
 #Under '''Interactions''' '''Filter''', select the current user from the Agents list and click '''Add'''.

@@ Line 147: / Line 147: @@
 *'''Event Based''' - The report runs automatically when specific events are detected.
-{{NoteFormat|You can create or modify the report schedules only for the reports you created.}}
+{{NoteFormat|You can create or modify the report schedules only for the reports you created. The report database is configured according to UTC time. For this reason, reports are exported and emailed according to UTC time.|}}
 The report scheduling feature enables you to:

@@ Line 8: / Line 8: @@
 |Role=Administrator
 |Application=Recording
 |Section={{Section
 |alignment=Vertical
 |structuredtext=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.
@@ Line 27: / Line 22: @@
 *{{Link-SomewhereInThisManual|topic=savedreport|anchor=top|display text=Work with saved reports}} - To periodically view data for business issues that may reoccur.
 *{{Link-SomewhereInThisManual|topic=reporttemplates|anchor=top|display text=Understand report layouts and parameters}} - To better absorb the report information.
 |Status=No
 }}{{Section
 |sectionHeading=Reports menu
 |alignment=Vertical
 |structuredtext=The Reports menu includes the following items:
@@ Line 41: / Line 31: @@
 *{{Link-SomewhereInThisManual|topic=savedreport|anchor=top|display text=Saved Reports}} - Enables you to run the same report numerous times on different dates and times
 *{{Link-SomewhereInThisManual|topic=reports|anchor=editreport|display text=Edit Report}} - Enables you to change an existing report.
 |Status=No
 }}{{Section
@@ Line 48: / Line 36: @@
 |anchor=createreport
 |alignment=Vertical
 |structuredtext=New reports are based on an existing template.
@@ Line 63: / Line 49: @@
 #Optional: Click '''Save '''[[File:Smicon_save.png|link=]] to save the report. You do not have to save a report to run it.
 #:To create a report based on a {{Link-SomewhereInThisManual|topic=savedreport|anchor=top|display text= saved report}} click '''Save As''' [[file:Smicon_saveas.png|link=]].
 |Status=No
 }}{{Section
@@ Line 70: / Line 54: @@
 |anchor=editreport
 |alignment=Vertical
 |structuredtext=After a report is created you can change its properties.
@@ Line 81: / Line 63: @@
 {{NoteFormat|Not all templates include an Interaction filter on the left side of the screen.}}
 |Status=No
 }}{{Section
@@ Line 88: / Line 68: @@
 |anchor=analyzedata
 |alignment=Vertical
 |structuredtext=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.
@@ Line 105: / Line 83: @@
 #Under '''Interactions Filter''', select the current user from the '''Agents''' list and click '''Add'''.
 #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.
 |Status=No
 }}{{Section
@@ Line 112: / Line 88: @@
 |anchor=runreport
 |alignment=Vertical
 |structuredtext=You can run a report in a number of ways:
@@ Line 160: / Line 134: @@
 #*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.
 |Status=No
 }}{{Section
@@ Line 167: / Line 139: @@
 |anchor=schedule
 |alignment=Vertical
 |structuredtext=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.
@@ Line 258: / Line 228: @@
 #:{{NoteFormat|If you selected a group of saved reports before you opened the Scheduling window, the Active check box is not selected.}}
 #Click the '''Schedule''' checkbox.
 |Status=No
 }}{{Section
@@ Line 265: / Line 233: @@
 |anchor=drilldown
 |alignment=Vertical
 |structuredtext=Depending on the type of report, the report results may be in the form of a graph, a histogram, or a table.
@@ Line 289: / Line 255: @@
 *Click the heading of the column by which you want to sort the table.
-|structuredtextwide=
+|Status=No
-|FAQHeading=
+}}{{Section
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=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.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=Recording

PEC-REC/Current/User/reports - Revision history

WikiSysop at 04:16, June 20, 2022

WikiSysop at 09:45, May 18, 2022

Venkatesan.pavadai@genesys.com: Published

Merav.levy@genesys.com: 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"