Personalizing and Customizing Stock Reports Lab
Overview of Lab
Now that you have completed the Analyzer Introduction lab and understand the basic Analyzer interface, the next step is learning how to personalize and customize stock reports.
Stock reports provide a strong starting point for reporting and analytics. By customizing filters, metrics, date ranges, and visualizations, you can tailor these reports to meet the needs of supervisors, administrators, operations managers, and executives.
This lab focuses on modifying existing reports rather than building reports from scratch.
Learning Objectives
By the end of this lab, you will be able to:
Understand how to personalize stock reports.
Apply filters for agents, teams, queues, and time periods.
Understand the difference between report-level filters and field-level filters.
Modify report metrics and dimensions.
Understand how calculations impact report output.
Select appropriate visualization types.
Save customized reports for future use.
Create reports tailored to operational and business requirements.
Requirements
Access Requirements
You should have access to:
Webex Control Hub
Webex Contact Center Management Portal
Webex Contact Center Analyzer
Permissions
One of the following roles is recommended:
Full Administrator
Contact Center Administrator
Supervisor
Prerequisites
Before beginning this lab, complete:
Analyzer Introduction Lab
You should also understand:
Basic Analyzer navigation
Report execution
Filters
Time range selection
Quick Links
Control Hub
Webex Contact Center Analyzer User Guide
https://help.webex.com/en-us/article/tajemk/Cisco-Webex-Contact-Center-Analyzer-User-Guide
Webex Contact Center Documentation
https://help.webex.com/en-us/contact-center/
Introduction to Report Customization
Most Analyzer reports can be customized without modifying the underlying repository.
Common customization options include:
Filters
Metrics
Dimensions
Date ranges
Visualization types
Sorting
Grouping
Calculated fields
Understanding these options allows you to adapt stock reports to specific operational needs.
Understanding Common Customization Options
Filters
Filters limit the data returned by a report.
Common examples:
Agent Name
Team Name
Queue Name
Entry Point
Site
Contact Session ID
Date Range
Example:
A report containing all queues can be filtered to display only:
Technical Support Queue
Metrics
Metrics are the numerical values displayed in a report.
Examples include:
Calls Handled
Calls Offered
Average Handle Time
Average Speed of Answer
Abandonment Rate
Service Level
Occupancy
Metrics answer the question:
"What do I want to measure?"
Dimensions
Dimensions are the categories used to organize data.
Examples:
Agent
Queue
Team
Date
Hour of Day
Dimensions answer the question:
"How do I want to group the data?"
Visualization Types
The analyzer supports multiple visualization formats.
Examples:
Tables
Bar Charts
Line Charts
Pie Charts
KPI Cards
Compound Visualizations
Choose the visualization that best communicates the data.
Calculated Fields
Analyzer allows the creation of calculated measures and enhanced fields.
Examples:
Custom Service Level calculations
Percentage calculations
Performance scoring formulas
These calculations help organizations create reports specific to their business requirements.
Accessing Analyzer
Step 1
Sign in to Control Hub:
Step 2
Navigate to:
Contact Center
Step 3
Select:
General
Step 4
Select:
Go to Webex Contact Center Management Portal
Step 5
Navigate to:
Reporting and Analytics
This opens Webex Contact Center Analyzer.
Accessing Visualizations
Step 1
Select:
Visualizations
From the left navigation menu.
Step 2
Locate a stock report.
Examples:
Agent Reports
Queue Reports
Historical Reports
Real-Time Reports
Step 3
Open the report and select:
Edit
This allows you to customize the visualization.
Understanding Report Filters vs Field Filters
This is one of the most misunderstood concepts in Analyzer.
Report Filters
Report filters affect the entire visualization.
Examples:
Team Name
Queue Name
Date Range
Every metric within the report uses these filters.
Field Filters
Field filters affect only specific dimensions or measures.
These are commonly used when:
Creating advanced reports
Building custom visualizations
Restricting individual metrics
Field filters provide more granular control than report filters.
Lab Exercise 1 – Queue Performance Report
Scenario
You want to review performance for a single queue.
Steps
Open a Queue Performance report.
Select Edit.
Add a filter:
Queue Name
Select a queue.
Example:
Technical Support
Change the date range to:
This Month
Save the report.
Preview the report.
Review:
Calls Offered
Calls Handled
Service Level
Abandonment Rate
Lab Exercise 2 – Team Performance Report
Scenario
You want to review a specific team's performance.
Steps
Open a Team Performance report.
Select Edit.
Add:
Team Name Filter
Select your team.
Save the report.
Preview results.
Review:
Handle Time
Occupancy
Calls Handled
Average Speed of Answer
Lab Exercise 3 – Agent Performance Report
Scenario
You want to evaluate a specific agent.
Steps
Open an Agent Performance report.
Select Edit.
Add:
Agent Name Filter
Select an agent.
Save and preview.
Review:
Calls Handled
Average Handle Time
Available Time
Idle Time
Choosing the Right Visualization
Line Chart
Best for:
Trends over time
Historical analysis
Examples:
Call Volume by Day
Service Level Trends
Bar Chart
Best for:
Comparing groups
Examples:
Queue Comparison
Team Comparison
KPI Cards
Best for:
Executive dashboards
Real-time metrics
Examples:
Service Level
Calls Waiting
Calls Handled
Tables
Best for:
Detailed analysis
Exporting data
Examples:
Agent Performance Reports
Call Detail Reports
Common Customization Mistakes
Mistake #1
Using too many filters.
Result:
No data returned.
Mistake #2
Using the wrong date range.
Result:
Misleading report results.
Mistake #3
Choosing inappropriate visualizations.
Result:
Difficult-to-read reports.
Mistake #4
Mixing unrelated metrics and dimensions.
Result:
Incorrect or confusing output.
Assignment
Exercise 1
Customize a Queue report.
Document:
Queue Name
Calls Offered
Calls Handled
Service Level
Exercise 2
Customize a Team report.
Document:
Team Name
Average Handle Time
Calls Handled
Exercise 3
Customize an Agent report.
Document:
Agent Name
Available Time
Idle Time
Calls Handled
Exercise 4
Compare two visualization types.
Questions:
Which visualization was easier to understand?
Why?
What audience would benefit most from each visualization?
Summary
Stock reports are designed to provide immediate value while allowing extensive customization.
Remember:
Filters determine what data is included.
Metrics determine what is measured.
Dimensions determine how data is grouped.
Visualizations determine how data is presented.
Understanding how these components work together is essential for creating meaningful reports and dashboards within Webex Contact Center Analyzer.