Configuring Columns for the Report

Selecting Report Columns

The next step shows all the data that can be included in your report, such as agent names, date, and call information. These are called attributes. You can also select custom attributes that are associated with the report model. Icons indicate whether the data represented by the attribute is text, whole numbers, decimal numbers, and so on. Select the attributes you wish to be present in your report.

By default, advanced attributes are not shown in this step. To display advanced attributes, click Show/Hide Advanced Attributes .

Custom attributes are present in all report models that contain related dimensions or metadata. They are displayed as a separate attribute group in the report builder. You can select the custom attributes to be included in the report, if the report model has at least one attribute available.

There are three kinds of custom attributes available:

  • Custom Attribute: The dimensions for the custom attributes supported are as follows:

Dimension Name

Dimension Type

Agent (user)

IT_AGENT

Queue

IT_QUEUE

KB Article

IT_KB_ARTICLE

  • Custom Measure: Associated with an activity or a case.

  • Custom Dimension: Enable you to aggregate and slice fact data for activities and cases.

Selecting Column Groupings

Grouping is supported for custom measures and custom dimensions.

Report groupings are handled after data retrieval and are applied based on the name or the grouping item. If two grouping items in a report share the same name then they appear in the same grouping.

Select Groups

Some attributes can be used to group data in the finished report. These appear as subheadings. You can choose whether to group your data by one or more of the attributes listed on the left hand side of the screen.

Group Ordering

Change the order in which the selected groups are applied by dragging attributes up and down in the list, or clicking on the individual arrows.

Hiding Groups

Within the Group Ordering section, some groups may have the option to be hidden, by checking the Hide Group checkbox. This option is typically provided for time intervals, parameter dimensions and filter dimensions.

If a dimension is grouped and hidden in this way, it can be parameterized or filtered by the hidden dimension, without slicing the report into explicit rows for the resources or intervals in that dimension. The dimension is be shown as either a column or a sub-heading. The data for the different resources or intervals in the dimension is collapsed together instead of being broken out.

Some examples of where this may be useful:

  • You want to build a report that shows the activity of 25 agents for the last 4 days. However, you do not want to show 100 rows (per agent, per day). Instead, you can show 25 rows (one per agent across all of the days) by hiding the Date dimension.

  • Alternatively, you want to build a report that shows the activity of 25 agents for the last 4 days and show this as 4 rows (one per day across all of the agents). You can do this by hiding the Agent dimension.

  • You want to build a report that is filtered by activity type, session type, offer type, etc. There are 6 possible types and you want to report on 3 of them. But you do not want separate rows for each of these 3 types, you want to count them together while excluding the other types. You can do this by including the Type filter in the report and then hiding it.

  • You want to report by an attribute that is not available as a parameter (e.g. search phrase). You need to select a parameter as well (e.g. portal) but you do not want to slice the report by this. You want to show all the data for a given search phrase in one row, not split it across different rows for different portals. You can parameterize the report by portal and add the search phrase attribute, then hide the portal dimension.

Grouping Options

You may be able to select the following options for the groups in the finished reports:

  • Drill-down allows you to click within the finished report to see the data on which a particular entry is based. A report must have at least two groups selected in order for drill-down to be available when running it.

  • Generate Grouping Column Headers generates column headers for every grouping.

Order the Columns and Choose Aggregations

The attributes remaining in your report after you have selected the groups form the columns of the report. The first attribute listed forms the leftmost column. You can reorder these in the same way as for groups, either by dragging and dropping or by clicking on the arrows.

For some of these columns, it may be possible to show at the bottom a summary of the data in the column. For example, you might want to see the longest Answer Wait Time, or the lowest Service Level. Select the aggregation to apply for each column, or None for no aggregation.