Table of Contents

Overview of Lab:

In this lab we will review what you need to know to create a custom report. To do so, you will need to know the temporal scope, record type, and visualization format, which we will cover. This lab can be completed by anyone with access to the Analyzer reporting tool. It's recommended that whomever will be managing reports complete the lab, while individuals with Analyzer access, but who will only be ingesting the data, do not need to. Prior to beginning, you should have completed all other beginner, intermediate, and advanced labs. These lay the groundwork for this content. Upon completion of this lab, you should understand what you need to know before creating a report and be able to build it out.

Introduction

Outcomes

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

1. Understand repositories and available fields

2. Understand value vs aggregate tables

3. Understand modules

4. Create a custom report

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

• Control Hub: https://admin.webex.com

• Portal: https://portal.wxcc-us1.cisco.com/portal

• Webex Contact Center Analyzer Documentation

• Webex Contact Center Support

Lab

Before You Begin Creating a Report

When creating a custom report it’s critical to know three key details:

• Temporal Scope: Historical data (today and everything prior to today) or real-time data (as far back as the start of today or as recent as a current snapshot)?

• Record Type: Agent-specific or contact/interaction-specifica data? Specific activity-related or general, high-level data?

• Visualization Format: Value Table vs Aggregate Table (more details to come)?

Once you’ve selected the temporal scope, record type and added profile variables (value table vs aggregate table) temporal scope and record type cannot be changed unless all profile variables and segments are deleted.

Record Type

See the previous training for reference: Data Types and Repositories

Value Table vs. Aggregate Table

In Webex Contact Center's Analyzer tool, value tables and aggregate tables serve different purposes in presenting data. Here’s a detailed comparison to help you understand their differences: 

Value Table 

Purpose: 

• Detailed Data Presentation: Displays individual records and specific data points without aggregation.

Characteristics: 

• Row-Level Data: Each row in the table represents a single data record, such as a specific customer interaction, agent session, or activity. 

• Granularity: Provides the highest level of detail, showing raw data as it is collected. 

• Use Cases: Ideal for reports requiring a detailed view of interactions, sessions, or activities. Commonly used for auditing, troubleshooting, and in-depth analysis. 

Example Fields: 

• Customer Interaction Data: ANI, DNIS, , start time, end time, and agent name.

• Agent Activity Data: Agent ID, logged in timestamp, logged out timestamp, and duration sums of each states. 

Aggregate Table 

Purpose: 

• Summarized Data Presentation: Displays summarized data by grouping individual records and calculating aggregate metrics (call volume, calls presented, calls presented, average handle time, etc.). 

Characteristics: 

• Summary-Level Data: Depending on the format, either each row or each column in the table represents aggregated data, such as totals, averages, counts, or percentages. 

• Aggregation Functions: Uses functions like sum, average, count, max, min, and others to summarize data. 

• Use Cases: Ideal for high-level reports that focus on trends, performance metrics, and overall statistics. Commonly used for management reporting, performance monitoring, and strategic planning. 

Example Metrics: 

• Customer Interactions: Total number of calls, average call duration, average handle time, service level percentage that can be aggregated based on queue, calling number, agent, entry point, etc.  

• Agent Performance: Total handled interactions, average handling time, etc. that can be aggregated by agent, team, or site. 

Key Differences 

Modular Reports

Simply put, modular reports are most commonly used with aggregate tables to leverage multiple temporal scopes for the same row/column segments/profile variables. For example:

Creating a Custom Report: These steps are based on the assumption that you have completed the previous labs and are familiar with navigation within Analyzer

1. Confirm appropriate record type, temporal scope, and visualization format.

   1. This lab will cover creating the following.

      1. Customer Session Record (for a deeper understanding of the others it’s recommended to review other stock reports)

      2. Historical Report

      3. Value Table

2. Log in to Control Hub | Contact Center | Overview | Analyzer (or Webex Contact Center Management Portal | Reporting and Analytics)

3. Navigate to your folder of choice

   1. Open

      

4. Create a new visualization:

   1. Open

      

5. Leave the temporal scope as historical and the record type as “Customer Session Record.” Update the name to “CSR: Historical (VT) - Custom Report.”

6. Add the following profile variables and save the report: Value of Contact Session ID, Value of Contact Start Timestamp, Value of Contact End Timestamp, Value of ANI, Value of DNIS, Value of Entrypoint Name, Value of First Queue Name, Value of Final Queue Name, Value of Team Name, Value of Agent Name

7. Update the timestamp format by right clicking and selecting Number Format | Date Time | mm/dd/yy | (1/25/2012 04:35:15 AM)

8. Add any filters you’d like by selecting “Add Filter” in the bottom left and dragging filters from the left to the right.

9. Save your report.

10. Now you can click on “Preview” to view the data for your report based on selected filters and other settings.

Creating a Custom Modular Report

1. Confirm appropriate record type, temporal scope, and visualization format.

   1. This lab will cover creating the following.

      1. Agent Session Record (for a deeper understanding of the others it’s recommended to review other stock reports)

      2. Historical Report

      3. Aggregate Table

2. Log in to Control Hub | Contact Center | Overview | Analyzer (or Webex Contact Center Management Portal | Reporting and Analytics)

3. Create a new visualization:

4. Update the record type to “Agent Session Record” and the visualization name to “ASR: Historical (AT) - Agent Data.”

5. Add two row segments: Team Name and Agent Name.

6. Add Profile Variables: Idle Count (Sum of), Total Idle Duration (Sum of), Hold Count (Sum of), Total Hold Duration (Sum of)

7. Update the duration formats by right clicking and selecting Number Format | Duration | HH:MM:SS

8. Rename the current module from “Module1” to Yesterday.

9. Create a second module for the last 7 days: Name it “Last 7 Days” and update the temporal scope to “Last 7 Days.”

10. Create a third module for this month” Name it “This Month” and update the temporal scope to “This Month.”

11. Save and preview your report.

12. Now, go back and play around with the Compute/Interval setting and adding filters to refine your report.