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Advanced Fields and Metrics

Advanced Fields and Metrics

Table of Contents

Overview of Lab:

In this lab, we will review the following elements of WebEx Contact Center Analyzer:

  • Customize variables

  • New variables

  • Formatting

Introduction

In this Lab, we will focus on covering advanced fields and metrics within WebEx Contact Center Analyzer. We will review creating and customized variables and applying those variables as filters within custom reports. We will review calculated fields and adding them within a custom report. Lastly, we will review Compound Visualizations and adding multiple modules to a single custom report.

Outcomes

  • Create custom variables

  • Create calculated fields

  • Understand Modules

Requirements

List the requirements needed to complete the lab

  • Access to the following:

    • Control Hub

    • Webex Contact Center Management Portal

    • Analyzer

  • An Administrator or Supervisor WebEx Contact Center with “Edit” privileges in Analyzer

  • Basic understanding of Contact Center reporting terminology

  • Basic understanding of WebEx Contact Center administration

Quick Links

List any links that might be helpful

Lab

  1. Navigate to WebEx Control Hub at https://admin.webex.com, and login with your Admin or Supervisor credentials.

  2. In Control Hub, on the left menu bar, click on “Contact Center”, under the Services section. The main Overview page for WebEx Contact Center will open on the right.

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  1. Within the Overview page, select “Analyzer” from the Quick Links section.

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  1. In the menu bar on the left, select the “Visualization” icon, directly under the “Home” icon to open up the various Visualizations (Reports) Analyzer has to offer.

  2. Locate the “CXAS Stock Reports” folder and double click to enter it. The folder should either be visible in the “Folders” view, or can be searched within the search bar at the top of the page.

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  1. Locate the “CSR: Historical (VT) - Call Register” report within that folder and click the ellipses next to the title and select “Edit” to open the report editor.

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  1. Click the dropdown arrow next to “Save” and select “Save As”, selecting the appropriate location folder and enter “CSR: Historical (VT) - Call Register - <Your Name>” as the file name and save the file.

CSR-Historical-VT-CallRegister-Save.gif

  1. Right click on “Contact End Timestamp” within the Profile Variables, and select “New Formula”. Name the formula, “Total Interaction Time”.

    1. In the Arithmetic Expression, toggle the operator to “minus”, and in the filed to the right of it, select “Contact Start Time”, and click Save.

CSR-Historical-VT-CallRegister-TotalInteraction.gif

  1. Right click on the new “Total Interaction Time” variable, then “Number Format” → Duration → HH:MM:SS

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  1. Click “Preview” to run the report and see the new Calculated Field that was created.

  2. Once complete, return back to the edit mode of the report.

  3. Update the Start Time of the report to “Yesterday”

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  1. Remove the following Profile Variables (if applicable) from the report by clicking the “Trash Can” next to each variables

    1. Session ID

    2. Entrypoint Name

    3. Termination Type

    4. Abandonment Reason

  2. In the Module Column on the left of the report, select the “+” next to the Module1 dropdown to add an additional module to the existing report.

    1. Name the new module, click “Ok”

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  1. Click the dropdown in the Module section on the left, and select the new module created.

  2. Adjust the Start Time of Module2 to “This Week”

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  1. Click “Save” and “Preview” and the displayed report will Yesterday’s and This Weeks metrics side by side for review.

  2. Utilizing Modules can be helpful in comparing the same data across multiple timeframes.

NOTE: All modules within a visualization must have identical rows or series segments, column segments, and profile variables, but can have different date ranges, intervals, and filters.