PEC-REP/Current/RPRT/HRCXICustomizingReports - Revision history

WikiSysop at 13:31, June 30, 2022

2022-06-30T13:31:51Z

Tony.gilchrist@genesys.com: Published

2020-11-13T14:32:46Z

Published

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

2020-07-25T02:33:05Z

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

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

2020-07-15T11:46:30Z

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

Tgilchri: Published

2020-07-06T17:55:11Z

Published

Tgilchri: Published

2020-06-26T13:13:38Z

Published

Tgilchri: Published

2020-06-12T16:31:44Z

Published

Tgilchri: Published

2020-06-12T13:30:08Z

Published

Bgrenon: Published

2020-06-08T14:21:30Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Customize CX Insights reports
|TocName=Customize CX Insights reports
|Context=Modify out-of-box reports to customize them for your business needs.

Information on this page applies to ''both'' reports and dashboards, but for simplicity, refers to them simply as ''reports''.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator, Supervisor
|Application=Reporting GCXI
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=The {{Link-SomewhereInThisManual|topic=HRCXIIncludedReports|anchor=top|display text=out-of-box historical reports}} are flexible enough for most business needs. However, Genesys CX Insights is highly customizable, allowing you to create customized reports, or modify copies of the out-of-box reports (you can save your reports in the Custom or My Reports folders). Genesys does not support customization of the underlying metadata.

Modifying reports can be an involved process, and is recommended for advanced users only. For help, contact Genesys.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Video: Customizing historical reports
|anchor=
|alignment=Horizontal
|Media=Video
|image=228439691
|structuredtext=This video describes how to customize historical reports in Genesys CX Insights.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Creating or editing reports
|anchor=
|alignment=Horizontal
|Media=Image
|image=HRCXICustomizeReports.png
|structuredtext=The easiest way to create a new report is to save a copy of an existing report to edit. Begin by browsing through the reports that are provided out-of-box, and select the one that most closely resembles what you'd like to create.

#Log in with an account having Administrator privileges.
#Open and run the report you want to modify.
#In the '''Save As''' editor:
##Click '''Report Home''' > '''Save As'''.
##In the '''Save in''' field, choose either: '''Shared Reports''' > '''Custom''' — to make the new report accessible to other users, or '''My Reports''' — to make the new report accessible only to you.
##Enter a '''Name''' for the report, and optionally modify the '''Description''', or '''Advanced Options'''.
##Click '''OK'''.
#In the '''Report Saved''' editor, click '''Run newly saved report'''.
#The prompts page opens; make appropriate selections and click '''Run Report'''. You can now modify the report.
#In the menu, click '''Grid''' > '''Design''' to view the Report Objects Editor (if it's not already visible).
#Once you have finished editing the report, click '''Save'''.

In addition to the many options available when you right-click various areas of the report, you can reorganize the data already in the report by dragging and dropping, add new objects by dragging them into the report from the editor on the left, and so on. It is helpful to enable on-screen buttons ('''Tools''' > '''Search Buttons''' / '''Pivot Buttons''', for example).
|structuredtextwide={{AnchorDiv|doublecounting}}{{NoteFormat| '''Double-counting''' — Note that interactions pertaining to an object are attributed to each group of which the object is a member. So, in scenarios where an agent is a member of more than one Agent Group, interactions are counted against each group, and can therefore appear more than once in historical reports. The same holds true for Queues that are members of more than one Queue Group; interactions that are attributed to such a queue are reported against both queue groups. This can cause unexpected results in your custom reports.|2}}
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Blending data from other sources
|anchor=blending
|alignment=Vertical
|Media=
|image=
|structuredtext=Genesys CX Insights supports data blending from uploaded files. Using MicroStrategy Web, you can import data from Excel or CSV files, and use it to create reports or dashboards. Note that data blending requires advanced knowledge, specific account privileges, and an environment configured to support data import. Talk to your administrator about enabling this functionality for your use.

|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Learn more
|anchor=blending
|alignment=Vertical
|Media=
|image=
|structuredtext=Advanced users can learn more about creating and customizing reports by accessing MicroStrategy documentation (MicroStrategy is the underlying engine that drives Genesys CX Insights). Log in to Genesys CX Insights, click the menu next to your user name, and click '''Help''' to access the latest online MicroStrategy user guides and manuals, or go straight to the [https://community.microstrategy.com/s/global-search/%40uri?language=en_US#q=Basic%20Reporting MicroStrategy Community Search Page] and enter your search terms there.

'''Related Topics''':

*See a {{Link-SomewhereInThisManual|topic=HRCXIIncludedReports|anchor=top|display text=complete list of available reports}}.
*Learn how to {{Link-SomewhereInThisManual|topic=HRCXIGetStarted|anchor=top|display text=generate historical reports}}.
*Learn how to {{Link-SomewhereInThisManual|topic=HRCXIReadReports|anchor=top|display text=read and understand reports}}.
|structuredtextwide=
|FAQHeading=
|Status=No
}}
|Status=No
}}

@@ Line 126: / Line 126: @@
 |Status=No
 }}{{Section
-|sectionHeading=Learn more
+|sectionHeading=Related Topics
 |anchor=blending
 |structuredtext=Advanced users can learn more about creating and customizing reports by accessing MicroStrategy documentation (MicroStrategy is the underlying engine that drives Genesys CX Insights). Log in to Genesys CX Insights, click the menu next to your user name, and click '''Help''' to access the latest online MicroStrategy user guides and manuals, or go straight to the [https://community.microstrategy.com/s/global-search/%40uri?language=en_US#q=Basic%20Reporting MicroStrategy Community Search Page] and enter your search terms there.
-'''Related Topics''':
+*View a {{Link-SomewhereInThisManual|topic=HRCXIIncludedReports|anchor=top|display text=complete list of available reports}}.
+*Learn how to {{Link-SomewhereInThisManual|topic=HRCXIGetStarted|anchor=top|display text=generate historical reports}}.
-*See a {{Link-SomewhereInThisManual|topic=HRCXIIncludedReports|display text=complete list of available reports}}.
+*Learn how to {{Link-SomewhereInThisManual|topic=HRCXIReadReports|anchor=top|display text=read and understand reports}}.
-*Learn how to {{Link-SomewhereInThisManual|topic=HRCXIGetStarted|display text=generate historical reports}}.
+*Learn how to {{Link-SomewhereInThisManual|topic=HRCXICustomizingReports|anchor=top|display text=create or customize reports}}.
-*Learn how to {{Link-SomewhereInThisManual|topic=HRCXIReadReports|display text=read and understand reports}}.
+To view more detailed information about the metrics and attributes used in the reports, and about other metrics and attributes that you can use to customize reports, see the ''{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=GCXIMCPRG|display text=Genesys CX Insights Multicloud Projects Reference Guide}}''.
 |Status=No
 }}
 |Status=No
 }}

@@ Line 12: / Line 12: @@
 |Section={{Section
 |alignment=Vertical
-|structuredtext=The {{Link-SomewhereInThisManual|topic=HRCXIIncludedReports|anchor=top|display text=out-of-box historical reports}} are flexible enough for most business needs. However, Genesys CX Insights is highly customizable, allowing you to create customized reports, or modify copies of the out-of-box reports (you can save your reports in the Custom or My Reports folders). Genesys does not support customization of the underlying metadata.
+|structuredtext=The {{Link-SomewhereInThisManual|topic=HRCXIIncludedReports|display text=out-of-box historical reports}} are flexible enough for most business needs. However, Genesys CX Insights is highly customizable, allowing you to create customized reports, or modify copies of the out-of-box reports (you can save your reports in the Custom or My Reports folders). Genesys does not support customization of the underlying metadata.
 Modifying reports can be an involved process, and is recommended for advanced users only. For help, contact Genesys.
@@ Line 57: / Line 57: @@
 * [http://www2.microstrategy.com/producthelp/10/WebUser/WebHelp/Lang_1033/Importing_data_from_google_analytics.htm Importing data from Google Analytics]
 * [http://www2.microstrategy.com/producthelp/10/WebUser/WebHelp/Lang_1033/Importing_data_from_google_analytics.htm Importing data from Google Analytics-->
 |Status=No
 }}{{Section
@@ Line 66: / Line 133: @@
 '''Related Topics''':
-*See a {{Link-SomewhereInThisManual|topic=HRCXIIncludedReports|anchor=top|display text=complete list of available reports}}.
+*See a {{Link-SomewhereInThisManual|topic=HRCXIIncludedReports|display text=complete list of available reports}}.
-*Learn how to {{Link-SomewhereInThisManual|topic=HRCXIGetStarted|anchor=top|display text=generate historical reports}}.
+*Learn how to {{Link-SomewhereInThisManual|topic=HRCXIGetStarted|display text=generate historical reports}}.
-*Learn how to {{Link-SomewhereInThisManual|topic=HRCXIReadReports|anchor=top|display text=read and understand reports}}.
+*Learn how to {{Link-SomewhereInThisManual|topic=HRCXIReadReports|display text=read and understand reports}}.
 *View detailed information about the metrics and attributes that can be used to customize reports: [https://docs.genesys.com/Documentation/GCXI/9.0.0/PG/Welcome ''Genesys CX Insights Projects Reference Guide'']
 |Status=No

@@ Line 7: / Line 7: @@
 Information on this page applies to ''both'' reports and dashboards, but for simplicity, refers to them simply as ''reports''.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator, Supervisor
 |Application=Reporting GCXI

@@ Line 28: / Line 28: @@
 |alignment=Horizontal
 |Media=Video
-|image=228439691
+|image=431594319
 |structuredtext=This video describes how to customize historical reports in Genesys CX Insights.
 |structuredtextwide=

@@ Line 1: / Line 1: @@
 {{Article
 |Standalone=No
-|DisplayName=Customize CX Insights reports
+|DisplayName=Customize reports
-|TocName=Customize CX Insights reports
+|TocName=Customize reports
 |Context=Modify out-of-box reports to customize them for your business needs.
@@ Line 53: / Line 53: @@
 #Once you have finished editing the report, click '''Save'''.
 In addition to the many options available when you right-click various areas of the report, you can reorganize the data already in the report by dragging and dropping, add new objects by dragging them into the report from the editor on the left, and so on.  It is helpful to enable on-screen buttons ('''Tools''' >  '''Search Buttons''' / '''Pivot Buttons''', for example).
 |structuredtextwide={{AnchorDiv|doublecounting}}
 For information about additional metrics and attributes you can use in reports, see the [https://docs.genesys.com/Documentation/GCXI/9.0.0/PG/Welcome ''Genesys CX Insights Projects Reference Guide''].
@@ Line 88: / Line 87: @@
 *Learn how to {{Link-SomewhereInThisManual|topic=HRCXIGetStarted|anchor=top|display text=generate historical reports}}.
 *Learn how to {{Link-SomewhereInThisManual|topic=HRCXIReadReports|anchor=top|display text=read and understand reports}}.
-*View more information about the metrics and attributes that can be used to customize reports: [https://docs.genesys.com/Documentation/GCXI/9.0.0/PG/Welcome ''Genesys CX Insights Projects Reference Guide'']
+*View detailed information about the metrics and attributes that can be used to customize reports: [https://docs.genesys.com/Documentation/GCXI/9.0.0/PG/Welcome ''Genesys CX Insights Projects Reference Guide'']
 |structuredtextwide=
 |FAQHeading=

PEC-REP/Current/RPRT/HRCXICustomizingReports - Revision history

WikiSysop at 13:31, June 30, 2022

Tony.gilchrist@genesys.com: Published

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

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

Tgilchri: Published

Tgilchri: Published

Tgilchri: Published

Tgilchri: Published

Bgrenon: Published

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

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