Analyzer: From Stock to Custom

Owned by Connor Ebanks
Last updated: Sept 25, 2024
3 min read



Table of Contents

Overview of Lab:

Now that you have a grasp on some of the basics of Analyzer, lets take a look at modifying stock reports and creating basic custom reports.

 

This lab will review the following concepts and information:

  • Copy Stock Reports

  • Edit Visualizations

  • Export Data

  • Schedule reports

 

Introduction

Outcomes

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

  • Copy stock reports - Understand how to copy folders into specific folders/locations for ease of use.

  • Edit Visualizations - Understand how to modify Visualizations to display data you want to see and hide fields you don’t need.

  • Export Data - Understand how to export reports into templates and CSV/Excel files.

  • Schedule reports - Understand how to schedule reports to specific email addresses on a specific timeline.

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’s Analyzer tool

Quick Links

List any links that might be helpful

Lab

  1. Analyzer Navigation/Copying Reports

    1. Log in to Control Hub | Contact Center | Overview | Analyzer

      image-20240830-031553.png

      1. Or log in to the Management Portal | Reporting and Analytics

        image-20240830-031653.png

    2. Navigate to “CXAS Stock Reports” folder

      1. Locate the CSR: Historical (VT) - Call Register report and click the three dots at the top right of the report and edit the report

      2. From here click save | save as | (folder or location you wish to save the report into) | click ok to save - Make sure to rename the report to what makes sense for you at the bottom of the popup screen (keep in mind it will then open the report you copied, you do not need to navigate to it after clicking ok)

  2. Customizing Stock Reports

    1. Navigate to the report you just saved (If you are still in the report from when you copied it, go ahead and navigate back to the home Analyzer page to make sure you know where to find the report).

    2. Click the three dots at the top right of the report and select edit.

    3. Click the dropdown at the top left of the screen just to the right of where it says start time and change it to “This Week”

    4. Click on the blue “Add Filter” button on the left and drag agent name into the middle area.

      1. Type an agents name in the field section and click it to add it to the field.

      2. Click save

    5. Click save at the top, then save again. Then click preview to run the report.

  3. Schedule Reports

    1. Navigate to the report you just copied from the home analyzer screen.

    2. Click the 3 dots at the top right of the report and then click on “Schedule Job(s)”

    3. Fill out all the information in the field (If you want it to be sent out on a cadence, click on “Add Recurrence” at the top and specify the Recurrence range and pattern) then click save.

    4. To edit or delete the scheduled job, click on the three dots then back on “Scheduled Job(s)” and you will see the scheduled job you created if you click the black arrow next to your email. Click on the job itself and you will be able to edit or delete it from there.

  4. Export Reports

    1. Navigate to the report you just copied from the home analyzer screen.

    2. Export to Excel

      1. Click the three dots on the top right and click either export as excel or as CSV.

      2. Open the download and click on one of the field names above the data and press ALT+A+T to add a drop down filter. From there you can filter and sort through the data.

    3. Export Template

      1. Click the three dots at the top right of the report and then click on “Export Template”. This will download a .json file of the report that you can import into another folder if you would like (Keep in mind it is better to “save as” and move it to a new folder that way.