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

WikiSysop at 13:32, June 30, 2022

2022-06-30T13:32:11Z

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

2021-11-09T20:29:25Z

Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

Tony.gilchrist@genesys.com: Published

2021-10-04T16:50:42Z

Published

Tony.gilchrist@genesys.com: Published

2021-04-01T14:04:03Z

Published

Tony.gilchrist@genesys.com: Published

2020-11-13T14:46:55Z

Published

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

2020-07-25T02:31:23Z

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

Tgilchri: Published

2020-07-20T13:44:44Z

Published

WikiSysop: Text replacement - "Genesys Engage Cloud" to "Genesys Engage cloud"

2020-07-15T12:06:49Z

Text replacement - "Genesys Engage Cloud" to "Genesys Engage cloud"

WikiSysop: Text replacement - "PureEngage" to "Genesys Engage"

2020-07-15T12:03:22Z

Text replacement - "PureEngage" to "Genesys Engage"

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

2020-07-15T11:46:16Z

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

@@ Line 152: / Line 152: @@
 *For context-sensitive help to explain the options you see on the Genesys CX Insights GUI, click the '''?''' next to the editor for which you want more information.
 *For advanced users seeking detailed information, click the menu next to your user name, and click '''Help''' to access the latest online MicroStrategy documentation. Alternatively, go 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.
-|structuredtextwide====Related Topics===
+|structuredtextwide=
+|Status=No
-*See a {{Link-SomewhereInThisManual|topic=HRCXIIncludedReports|display text=complete list of available reports}}.
+}}{{Section
-*Learn how to {{Link-SomewhereInThisManual|topic=HRCXICustomizingReports|display text=customize reports}}.
+|sectionHeading=Related Topics
-*Learn how to {{Link-SomewhereInThisManual|topic=HRCXIGetStarted|display text=generate historical reports}}.
+|alignment=Vertical
-*View more information about the objects (metrics and attributes) used in reports, and about other objects that you can use to customize reports: [https://docs.genesys.com/Documentation/GCXI/9.0.0/PG/Welcome Genesys CX Insights Projects Reference Guide]
+|structuredtext=*View a {{Link-SomewhereInThisManual|topic=HRCXIIncludedReports|anchor=top|display text=complete list of available reports}}.
 |Status=No
 }}
 |Status=No
 }}

@@ Line 44: / Line 44: @@
 |Status=No
 }}{{Section
-|sectionHeading=Video: Drill or filter historical reports in Genesys Engage cloud
+|sectionHeading=Video: Drill or filter historical reports in Genesys Multicloud CX
 |alignment=Horizontal
 |Media=Video
 |image=227490063
-|AltText=Drill or filter historical reports in Genesys Engage cloud
+|AltText=Drill or filter historical reports in Genesys Multicloud CX
 |structuredtext=This video describes how to read, drill, and filter historical reports in Genesys CX Insights.

@@ Line 48: / Line 48: @@
 |Media=Video
 |image=227490063
 |structuredtext=This video describes how to read, drill, and filter historical reports in Genesys CX Insights.
@@ Line 137: / Line 138: @@
 |Media=Video
 |image=439922911
 |structuredtext=This video describes how to print or export a report.

@@ Line 13: / Line 13: @@
 |Media=Image
 |image=HRGCXIReportAnatomy.png
-|structuredtext=Each report is divided into several sections (except for the main section of the report, each section is called an 'editor'):
+|structuredtext=Each report is divided into several sections (except for the main section of the report, each section is an 'editor'):
 *'''Report Details Editor''' &mdash; provides information about the data in the report.  You can optionally close this editor by clicking '''x'''.
@@ Line 26: / Line 26: @@
 |structuredtext=The main area of a typical report consists of a simple grid, optimized for on-screen viewing. However, you can easily print reports to PDF, XLS, or other formats. For reports with many columns or rows, many users find it easiest to use {{Link-SomewhereInThisManual|topic=HRCXIReadReports|anchor=PDFaReport|display text=PDFs}}.
-The first few columns of each report represent Attributes (also known as Dimensions). Attributes are values that divide up the data, and their impact is cumulative, from left-to-right. For example, in the Agent Utilization Report (shown here), the first column divides the data by Tenant Name, the second column subdivides the tenant data by Media Type, the third column subdivides the tenant/media data by Agent Name, the fourth column subdivides the individual agent data by Interaction Type, and the fifth further breaks that down by Day.
+The first few columns of each report represent Attributes (also known as Dimensions). Attributes are values that divide up the data, and their impact is cumulative, from left-to-right. For example, in the Agent Utilization Report (shown here):
 [[File:HRGCXIReportGrid.png|1000px|link=]]
-Depending on your access role and the report you are viewing, you can manipulate a report in several ways. Some of the following topics are described in more detail further down the page:
+Depending on your access role and the report you are viewing, you can work with reports in several ways. Some of the following topics are described in more detail further down the page:
-*Sort&mdash;Right-click in a column, and choose an option from the '''Sort''' menu, to sort the table by the order of that column.  Or, choose '''Sort Grid''' to sort the table by more than one column. Not all columns can be sorted.
+*Sort&mdash;Right-click in a column, and choose an option from the '''Sort''' menu, to sort the table by the order of that column.  Or, choose '''Sort Grid''' to sort the table by more than one column. Not all columns are sortable.
 *{{Link-SomewhereInThisManual|topic=HRCXIReadReports|anchor=drillinareport|display text=Drill}}&mdash;Right-click in a column, and choose an option from the '''Drill''' menu, to drill up or down on the data in that column. For example, to change from viewing data for the Month, to viewing it for the Day, Hour, or even the Year. See {{Link-SomewhereInThisManual|topic=HRCXIReadReports|anchor=drillinareport|display text=Drilling in a report}} Not all columns can be drilled.
 *Filter&mdash;Right-click in a column, and choose an option from the '''Filter on''' menu, to open the View Filter Editor, where you can select one or more conditions. See {{Link-SomewhereInThisManual|topic=HRCXIReadReports|anchor=filterthedata|display text=Filtering report data}}
-*Some reports contain more columns than can usefully fit on screen at one time. You can page through the additional columns by clicking '''>''' (More Columns), or you can increase the maximum number of columns shown ('''Tools > Report Options > Incremental Fetch'''). On larger reports, it may also be helpful to change the '''Report Options > Headings > Lock''' settings.
+*Some reports contain more columns than can usefully fit on screen at one time. You can page through the additional columns by clicking '''>''' (More Columns), or you can increase the maximum number of columns shown ('''Tools > Report Options > Incremental Fetch'''). On larger reports, it can also be helpful to change the '''Report Options > Headings > Lock''' settings.
 |Status=No
 }}{{Section
@@ Line 52: / Line 58: @@
 |Media=Image
 |image=HRGCXIViewFilter.png
-|structuredtext=After running a report, you can further filter the data that appears in the report. These filtering options let you make more selections than those you made on the prompts page when you ran the report. You can add more than one filter on a report.
+|structuredtext=After running a report, you can further filter the data that appears in the report. These filtering options let you make selections similar to the choices you made on the prompts page when you ran the report. You can add more than one filter on a report.
-Use either of the following to methods to filter a report:
+To filter a report, use either of the following to methods:
 ===Creating a filter using the View Filter Editor===
-Open the View Filter Editor to manually construct a filter.
+To construct a filter manually, open the View Filter Editor:
 # Open and run a report.  For example, '''Agents''' > '''Agent Utilization Report'''.
@@ Line 63: / Line 69: @@
 #: The View Filter Editor appears.
 # Click '''Add Condition'''.
-#: The '''Filter On''' drop down list appears.
+#: The '''Filter On''' list appears.
 # Click '''Filter On''', and select a value on which to filter.  For example, Agent Name will allow you to show only specified agent in the report.
 #: A list of Available agent data appears.
@@ Line 69: / Line 75: @@
 #: You can add more than one filter on a report.
 #:{{AnchorDiv|FilterFmt}}
-{{NoteFormat|Some reports use metrics with the identifier (Fmt) in the metric name.  This indicates that the value displayed has been formatted to display in a more user-friendly fashion (HH:MM:SS), rather than in the units used by the underlying metric (which records a value in seconds).  When you filter on such a value, you must indicate a value in seconds.  So for example, to show only data with '''Engage Time (Fmt) > 00:01:10''', filter '''Engage Time ‘greater than’ 70'''.|2}}
+{{NoteFormat|Some reports use metrics with the identifier (Fmt) in the metric name.  This indicates that the value displayed is formatted to display in a more user-friendly fashion (HH:MM:SS), rather than in the units used by the underlying metric (which records a value in seconds).  When you filter on such a value, you must indicate a value in seconds.  So for example, to show only data with '''Engage Time (Fmt) > 00:01:10''', filter '''Engage Time ‘greater than’ 70'''.|2}}
 ===Filtering on selections===
 Use '''Filter On''' to build a filter more quickly.
@@ Line 97: / Line 103: @@
 Drilling occurs along the attribute hierarchies, for example, '''up''' from Agent to Agent Group, or '''down''' from Agent Group to Agent:
 *Agent hierarchy: <b>Agent Group ←→ Agent Name</b>
 *Campaign Group hierarchy:<b>Campaign Group ←→ Campaign</b>
@@ Line 105: / Line 112: @@
 Unexpected results can occur in various situations, such as:
-*When you run a report with date prompts for a specific sequence of days, and then drill up to a longer period of time, the report shows data for the entirety of of the new period; however, this works only if the specific sequence of days includes the starting DATE_TIME_KEY for the time period to which you drill. Otherwise, the report can return no data. For example, if you initially run a report over a the 1st - 5th of the month, and then drill up to the month level, the report takes in data from the rest of the month. However, if you run it over another five day period -- say the 5th - 10th, and then drill up, the report returns no data.
-*When agent-campaign results are displayed, drilling down from campaign to campaign group and then drilling up from agent to agent group can result in duplicate rows.
+*When you run a report with date prompts for a specific sequence of days, and then drill up to a longer period of time, the report shows data for the entirety of the new period; however, this works only if the specific sequence of days includes the starting DATE_TIME_KEY for the time period to which you drill. Otherwise, the report can return no data. For example, if you initially run a report over the 1st - 5th of the month, and then drill up to the month level, the report takes in data from the rest of the month. However, if you run it over another five day period -- say the 5th - 10th, and then drill up, the report returns no data.
 *Drilling down from aggregated results to the interaction- or interaction-segment level is not supported. (This is different from drilling along the Interaction hierarchy, which is based on interaction type and subtype (for example, <tt>Inbound/InboundNew</tt>), not on the legs of the interaction.)
 |Status=No
@@ Line 115: / Line 123: @@
 |Media=Image
 |image=HRGCXIPDFAReport.png
-|structuredtext=You can easily export your reports to a variety of formats, including PDF (ideal for printing) or Excel/CSV (ideal if you want to take the data into other applications, manually edit the output, or what have you).
+|structuredtext=You can easily export your reports to various formats, including PDF (ideal for printing) or Excel/CSV (ideal if you want to take the data into other applications, manually edit the output, or what have you).
 #Click '''Report Home''' > '''Export''' > '''PDF'''.
 #:The '''PDF options''' page appears in a new browser tab.
-#Optionally, select options to control how the report will be exported, such as page size, orientation, or other aspects of formatting. For many reports, it is a good idea to select '''Fit to 1 Pages Wide''' and '''Landscape'''.
+#Optionally, select options to control how GCXI exports the report, such as page size, orientation, or other aspects of formatting. For many reports, it is a good idea to select '''Fit to 1 Pages Wide''' and '''Landscape'''.
 #Click '''Export'''. The PDF opens automatically in the browser tab.  If you are happy with the output, you can click '''Download''' (to save the file) or '''Print'''.
-Some users find it very useful to export data to a spreadsheet format, as it is then possible to more easily sort and view the data, particularly if there is a lot of data in your report, due to the larger screen area available in a spreadsheet application, such as Microsoft Excel. This is particularly true if you have a great deal of data in your report, or in the case of reports that just can't easily fit in a browser window because they contain many columns or rows.
+Some users find it useful to export data to a spreadsheet format, as it is then possible to more easily sort and view the data, due to the larger working area available in a spreadsheet application, such as Microsoft Excel. This is often useful for reports containing a great deal of data, and for reports that can't easily fit in a browser window because they contain many columns or rows.
 |Status=No
 }}{{Section
@@ Line 141: / Line 149: @@
 *For context-sensitive help to explain the options you see on the Genesys CX Insights GUI, click the '''?''' next to the editor for which you want more information.
-*For advanced users seeking detailed information, 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.
+*For advanced users seeking detailed information, click the menu next to your user name, and click '''Help''' to access the latest online MicroStrategy documentation. Alternatively, go 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.
 |structuredtextwide====Related Topics===
@@ Line 147: / Line 155: @@
 *Learn how to {{Link-SomewhereInThisManual|topic=HRCXICustomizingReports|display text=customize reports}}.
 *Learn how to {{Link-SomewhereInThisManual|topic=HRCXIGetStarted|display text=generate historical reports}}.
-*View more information about the objects (metrics and attributes) used in reports, and about additional objects 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 more information about the objects (metrics and attributes) used in reports, and about other objects that you can use to customize reports: [https://docs.genesys.com/Documentation/GCXI/9.0.0/PG/Welcome Genesys CX Insights Projects Reference Guide]
 |Status=No
 }}

@@ Line 17: / Line 17: @@
 *'''Report Details Editor''' &mdash; provides information about the data in the report.  You can optionally close this editor by clicking '''x'''.
 *'''Prompt Details Editor''' &mdash; provides information about the prompt values used to run the report.  You can optionally close this editor by clicking '''x'''.
-*'''The report grid''' &mdash; In most cases, reports consist of a simple {{Link-SomewhereInThisManual|topic=HRCXIReadReports|anchor=TheReportGrid|display text=grid}}, illustrating the selected data. Some prompt and metric names shown in reports are self-explanatory, but some may require explanation; see the individual report descriptions (see the {{Link-SomewhereInThisManual|topic=HRCXIIncludedReports|anchor=top|display text=list of reports}}) for more information about specific prompts and metrics.
+*'''The report grid''' &mdash; Usually, reports consist of a simple {{Link-SomewhereInThisManual|topic=HRCXIReadReports|anchor=TheReportGrid|display text=grid}}, illustrating the selected data. Some prompt and metric names shown in reports are self-explanatory, but you can read more about them in the individual report descriptions (see the {{Link-SomewhereInThisManual|topic=HRCXIIncludedReports|display text=list of reports}}).
 *Other editors appear if you open them, such as the '''View Filter Editor'''.
 |Status=No
@@ Line 24: / Line 24: @@
 |anchor=TheReportGrid
 |alignment=Vertical
-|structuredtext=The main area of a typical report consists of a simple grid, optimized for on-screen viewing, but also easily printed to PDF, XLS or other formats.  (For reports with a lot of columns or rows, you may find it easiest to view your reports as {{Link-SomewhereInThisManual|topic=HRCXIReadReports|anchor=PDFaReport|display text=PDFs}}.)
+|structuredtext=The main area of a typical report consists of a simple grid, optimized for on-screen viewing. However, you can easily print reports to PDF, XLS, or other formats. For reports with many columns or rows, many users find it easiest to use {{Link-SomewhereInThisManual|topic=HRCXIReadReports|anchor=PDFaReport|display text=PDFs}}.
-The first few columns of each report represent Attributes (also known as Dimensions). These are values that divide up the data, and their impact is cumulative, from left-to-right. For example, in the Agent Utilization Report (shown here), the first column divides the data by Tenant Name, the second column subdivides the tenant data by Media Type, the third column subdivides the tenant/media data by Agent Name, the fourth column subdivides the individual agent data by Interaction Type, and the fifth further breaks that down by Day.
+The first few columns of each report represent Attributes (also known as Dimensions). Attributes are values that divide up the data, and their impact is cumulative, from left-to-right. For example, in the Agent Utilization Report (shown here), the first column divides the data by Tenant Name, the second column subdivides the tenant data by Media Type, the third column subdivides the tenant/media data by Agent Name, the fourth column subdivides the individual agent data by Interaction Type, and the fifth further breaks that down by Day.
 [[File:HRGCXIReportGrid.png|1000px|link=]]
-Depending on your access role and the report you are viewing, you can manipulate a report in several ways (some of the following topics are described in more detail further down the page):
+Depending on your access role and the report you are viewing, you can manipulate a report in several ways. Some of the following topics are described in more detail further down the page:
 *Sort&mdash;Right-click in a column, and choose an option from the '''Sort''' menu, to sort the table by the order of that column.  Or, choose '''Sort Grid''' to sort the table by more than one column. Not all columns can be sorted.
@@ Line 52: / Line 52: @@
 |Media=Image
 |image=HRGCXIViewFilter.png
-|structuredtext=After running a report, you can further filter the data that appears in the report. These filtering options are very powerful, and let you make more selections than those you made on the prompts page when you ran the report. You can add more than one filter on a report.
+|structuredtext=After running a report, you can further filter the data that appears in the report. These filtering options let you make more selections than those you made on the prompts page when you ran the report. You can add more than one filter on a report.
 Use either of the following to methods to filter a report:
@@ Line 91: / Line 91: @@
 #Select one of the drill actions that appear. The report automatically updates to account for the change. Open the Drill menu again; note that the available options have now changed.
-Advanced tip: For more comprehensive drill options, click the '''Data''' menu, and select '''Drill'''.  The Drill Editor appears, where you can drill on multiple columns, and access advanced options.
+For more comprehensive drill options, click the '''Data''' menu, and select '''Drill'''.  The '''Drill Edito'''r appears, where you can drill on multiple columns, and access advanced options.
 |Status=No
-}}{{AppSection
+}}{{Section
-|appSectionHeading=Printing or exporting a report
+|sectionHeading=Printing or exporting a report
-|appSectionAlignment=Horizontal
+|anchor=PDFaReport
-|appSectionImage=HRGCXIPDFAReport.png
+|alignment=Horizontal
-|appSectionGif=No
+|Media=Image
-|appSectionVideo=439922911
+|image=HRGCXIPDFAReport.png
-|appSectionanchor=PDFaReport
+|structuredtext=You can easily export your reports to a variety of formats, including PDF (ideal for printing) or Excel/CSV (ideal if you want to take the data into other applications, manually edit the output, or what have you).
 #Click '''Report Home''' > '''Export''' > '''PDF'''.
@@ Line 108: / Line 123: @@
 Some users find it very useful to export data to a spreadsheet format, as it is then possible to more easily sort and view the data, particularly if there is a lot of data in your report, due to the larger screen area available in a spreadsheet application, such as Microsoft Excel. This is particularly true if you have a great deal of data in your report, or in the case of reports that just can't easily fit in a browser window because they contain many columns or rows.
 |Status=No
 }}{{Section
@@ Line 120: / Line 144: @@
 |structuredtextwide====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=HRCXICustomizingReports|anchor=top|display text=customize reports}}.
+*Learn how to {{Link-SomewhereInThisManual|topic=HRCXICustomizingReports|display text=customize 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}}.
 *View more information about the objects (metrics and attributes) used in reports, and about additional objects 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 5: / Line 5: @@
 |Context=Read and understand Genesys CX Insights reports, and learn how to drill, filter, or export report results.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator, Supervisor
 |Application=Reporting GCXI

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

WikiSysop at 13:32, June 30, 2022

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

Tony.gilchrist@genesys.com: Published

Tony.gilchrist@genesys.com: Published

Tony.gilchrist@genesys.com: Published

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

Tgilchri: Published

WikiSysop: Text replacement - "Genesys Engage Cloud" to "Genesys Engage cloud"

WikiSysop: Text replacement - "PureEngage" to "Genesys Engage"

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

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

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