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Stock Report Personalization Lab

Stock Report Personalization Lab

Table of Contents

Overview of Lab:

Now that you have completed the Analyzer Introduction, we will assist you with personalizing Stock Reports.

 

Introduction

Outcomes

After this lab, you will be able to complete the following:

  • Understand how to personalize and customize reports for queue, team, or agent

  • Understanding reports vs field filter impacts

  • Understand the computed output in the report

Requirements

Below is the list of requirements needed to complete the lab:

  • Ability to use:

    • Control Hub

    • Webex Contact Center Management Portal

    • Analyzer

  • The completion of the previous lab, Analyzer Introduction.

Quick Links

Included are beneficial links to this lab:

Lab

Understanding Customization Options

Most contact center analyzers offer a range of customization options to tailor reports to your specific needs. These can include:

  • Filtering: Narrowing down data to specific agents, teams, queues, time periods, or call types.

  • Grouping: Combining data into groups or categories for easier analysis.

  • Metrics: Selecting the specific metrics you want to include in the report.

  • Visualization: Choosing the format for displaying data (e.g., charts, graphs, tables).

  • Calculations: Creating custom calculations or formulas based on existing data.

Steps to Personalize and Customize Reports:

  1.  

Step 1: Log in to Your Contact Center Analyzer

  • Open your web browser and navigate to the login page of your contact center analyzer software.

  • Enter your credentials (username and password) and click "Login"

 

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Navigate to “Contact Center”.

 

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Then “General”.

 

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Then “Go to Webex Contact Center Management Portal”.

 

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Then “Reporting and Analytics”.

This will open the Contact Center Analyzer.

 

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Click on the “Visualizations” tab on the left.

 

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  1. Locate Customization Options: Look for a "Filters," "Options," "Customize," or similar menu.

  2. Apply Filters:

    • Agent: Select specific agents or groups of agents.

    • Team: Choose particular teams or departments.

    • Queue: Specify the queue or queues you're interested in.

    • Time Period: Set the desired date range.

    • Call Type: Filter by call type (e.g., inbound, outbound, missed).

  3. Customize Metrics:

    • Select Metrics: Choose the metrics you want to include (e.g., average handle time, first call resolution rate, customer satisfaction).

    • Create Custom Calculations: If your software supports it, create custom calculations based on existing metrics.

  4. Choose Visualization:

    • Select Format: Choose the desired format for displaying data (e.g., line chart, bar chart, table).

    • Customize Appearance: Adjust colors, labels, and other visual elements.

  5. Save and Share: Save the customized report for future reference or share it with others.

Example Customization:

  • Agent Performance Report:

    • Filter by a specific agent or team.

    • Include metrics like average handle time, first call resolution rate, and customer satisfaction.

    • Create a line chart to visualize trends over time.

  • Queue Performance Report:

    • Filter by a particular queue.

    • Include metrics like average wait time, abandonment rate, and call volume.

    • Create a bar chart to compare performance across different time periods.

Remember: The specific customization options available will depend on your contact center analyzer software. Refer to the software's documentation or contact support for more information.