Analyzer Training Plan

The following plan may be leveraged to better train administrators and supervisors on Analyzer and overall data management in Webex Contact Center

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Training Phase	Topic	Time	Description	Outcomes

Training Phase	Topic	Time	Description	Outcomes
Beginner	Analyzer Introduction	30 minutes	Navigation Folders Visualizations Dashboards CXAS Folder Stock Reports Folder	Navigate Analyzer Find specific folders ASSIGNMENT: Create personal folder
Beginner	Stock Reports	30 minutes	Stock Reports Agent folders Queue/Call folders Other folders	Find agent reports Find queue reports Identify real-time vs historic need ASSIGNMENT: Identify two stock reports of interest to you Find a metric in Help for which you are interested
Intermediate	Elements of a Visualization P1	30 minutes	Visualization Editor navigation Copy and save report Fields Metrics Interval Compute Report filter	Understand how to copy a report Understand parts of a visualization Understand fields and metrics Filter a visualization Understand how to update compute and interval ASSIGNMENT: Copy the CXAS CSR Historical report Update the Compute setting Add a report filter
Intermediate	Elements of a Visualization P2	30 minutes	Profile Variables Row Segments Columns Field filter Field format	Understand parts of a visualization Edit a visualization Add variables to a visualization Filter a visualization Format fields (dates and times) ASSIGNMENT: Use the copy of the CXAS CSR Historical report Add a Profile Variable Add a field filter
Intermediate	From Stock to Custom	30 minutes	Copy Stock Reports Edit visualization Export data Schedule report	Customize stock reports Schedule reports Export reports ASSIGNMENT Use the copy of the CXAS CSR Historical report Schedule report Export and manipulate in Excel
Intermediate	Data Types and Repositories	30 minutes	CSR CAR ASR AAR	Understand differences between data types Understand intersections between data types Correctly identify required data type for information needed ASSIGNMENT: Create simple CSR report for last week Create simple AAR report for today
Intermediate	Administrator Training	30 minutes	CXAS Troubleshooting reports CXAS RONA reports Abandoned reports Agent and call avoidance behavior Call-specific reports	Understand the troubleshooting and RONA reports and when to use them Find and understand specific call and associated call data Understand potential call avoidance metrics ASSIGNMENTS: Find a specific call using troubleshooting reports Identify specific metrics from the call Create two RONA situations (immediate and legit) and review CSR and CAR report to identify RONA reasons
Advanced	Stock Report Personalization	30 minutes	Personalize with report filters Personalize with field filters Adjust Compute	Understand how to personalize and customize report for queue, team, or agent Understand report vs field filter impacts Understand compute output in report ASSIGNMENTS: Copy any stock report Personalize based on queue, team, and/or agent
Advanced	Advanced Fields and Metrics	30 minutes	Customize variables New variables Formatting	Create custom variables Create calculated fields Understand Modules ASSIGNMENTS Create a calculated field in a personal report Create a Module
Advanced	Custom Report	30 minutes	Identify proper repository Value vs aggregate report Ad hoc reports Custom filters Modules	Understand repositories and available fields Understand value vs aggregate tables Understand modules Ability to create custom report ASSIGNMENTS: Create a custom report Create custom report with modules