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Analyzer Introduction Training Lab

Analyzer Introduction Training Lab

Table of Contents

Overview of Lab:

Analyzer is a powerful tool for reporting and analytics within the Webex Contact Center. It provides detailed insights into call center operations, helping you make informed decisions.

This lab will review the following concepts and information:

  • Analyzer navigation

  • Folders and structure

  • Visualizations

  • Dashboards

  • CXAS folder and default reports

  • Stock Reports folder and visualizations

 

Introduction

Outcomes

By the end of this lab, you will be able to:

  1. Effectively navigate Analyzer

  2. Find specific folders and stock reports

Requirements

List the requirements needed to complete the lab

  • Access to

    • Control Hub

    • Webex Contact Center Management Portal

    • Analyzer

  • Administrator or supervisor permissions

  • A basic understanding of Webex Contact Center operations

Quick Links

List any links that might be helpful

Lab

  1. Analyzer Navigation

    1. Log in to Control Hub | Contact Center | Overview | Analyzer or log in to the Management Portal | Reporting and Analytics

      1. Analyzer - Navigating to Analyzer - 092024.gif

      2. Analyzer - Navigating to Analyzer V2 - 092024.gif

    2. Familiarize yourself with the main landing page: Home screen, Visualizations, Dashboards, Variables, Repositories, Analyzer Beta, Time Zone, Alerts, and User Login.

      1. Analyzer - Home Page - 092024.gif

      2. Home - Expand or contract the menu options pressing the hamburger icon

      3. Visualizations - This is where you will see all the available folders and visualizations

      4. Dashboards - This is where you will see all the available folders and dashboards

      5. Variables - This is where you will see all the system and custom variables you create in Analyzer (NOTE: these are the not flow variables or global variables used in building call flows or visibility for agent desktop)

      6. Repositories - There are 5 primary data repositories:

        1. AAR - Agent Activity Record

        2. ASR - Agent Session Record

        3. CAR - Customer Activity Record

        4. CSR - Customer Session Record

        5. QR - Queue Record

        6. For more information regarding the various Repositories, please see the Data Types and Repositories wiki page.

      7. Analyzer Beta - There is a new version of Analyzer currently available in beta. You can access this version to view the interface changes available in the new Analyzer.

      8. Time Zone - All data in reports are represented in the user time zone, which is located here

      9. User Login - To log out of Analyzer, click on your user and select logout. You also have available the User Guide for Analyzer to access help and useful information.

    3. NOTE: Access to Analyzer is determined by your User Profile configuration. In Control Hub you can see your User Profile assigned to your User. Within the profile, in the Access Rights section, you can define the Entry Points, Queues, Sites, and Teams you will have access to in Analyzer. You can also determine the folder rights (none, view, and edit), however, this section is only available within the management portal and not Control Hub.

  2. Folders and Structure

    1. Navigate to the "Visualizations" section.

    2. Understand the folder structure: locate the CXAS folder and Stock Reports folder.

    3. Create a new folder for yourself by selecting the Create New button and Folder - and name it your first and last name.

    4. Analyzer - Creating a Folder - 092024.gif

       

  3. Visualizations

    1. A visualization is not necessarily a report, but rather a “visualization” of the underlying data

    2. To sort, filter, and manipulate data, identify a visualization with the information and export the data into Excel.

      1. Analyzer - Exporting Reports - 092324.gif

    3. Open an existing report from the Stock Reports folder.

    4. Explore different visualization options: charts, tables, graphs.

    5. Modify a visualization to display different data.

      1. Analyzer - Visualization Output Types - 092324.gif

  4. Dashboards

    1. Navigate to the "Dashboards" section.

    2. Dashboards are groupings of visualizations.

    3. While you cannot combine repositories into one visualization, like AAR data and ASR data, you can create a dashboard with an AAR visualization and an ASR visualization.

    4. Create a new dashboard.

    5. Add visualizations to your dashboard from the CXAS folder.

    6. Customize the layout and settings of your dashboard.

    7. Analyzer - Dashboards - 092324.gif

  5. CXAS Folder

    1. Locate the CXAS folder.

    2. Review the default visualizations available in this folder.

    3. Open and analyze a CXAS visualization to understand its structure and data.

    4. Analyzer - CXAS Template Reports - 092724.gif

  6. Stock Reports Folder

    1. Access the Stock Reports folder.

    2. Identify key folders such as

      1. Business Metrics - high level cards and usage information

      2. Historical Reports - Agent, Auxiliary, Callback, Campaign, Overview, Multimedia, and Queue folders

      3. Real-Time Reports - Agent, Auxiliary, Callback, Campaign, Overview, Multimedia, and Queue folders

      4. Transition Reports - 9 UCCX-like reports (Abandoned Call, Agent Call Summary, Agent Detail, CSQ All Fields Report, etc)

    3. Open a stock report and explore its visualizations.

    4. Analyzer - Stock Reports Folder - 092724.gif