About Reports

A report is a configurable overview of some aspect of contact center operations. For example, a report may include information about the number and type of contacts (activities, calls, etc.) handled by a group of agents in a time period, and the average duration of each type of contact.

Reports enable users to understand what is happening in the contact center. They can highlight problem areas to enable management to use agents and teams more efficiently, and to improve customer service and satisfaction. They can also help identify trends and provide information for cost control and auditing purposes.

eGain Analytics enables you to:

  1. Run and view standard reports that provide in-depth perspectives of common scenarios.
  2. Define a wide range of configurable reports based on standard report models that are supplied with eGain Analytics.
  3. Specify report parameters to define the range of resources to report on, the time period the report covers, and the way the data is presented to the user.
  4. View reports interactively in your browser or save the results in one of several output formats.

There are several aspects to a report:

  1. Report Definition: It specifies the structure of the report. This includes the metrics, the resource type(s) that are reported on, grouping & aggregation options and report formatting. The report definition is created and edited using Report Builder.
  2. Report Model: Most of the reports are based on a report model. Each model consists of a set of options i.e. columns, resource types, aggregations, etc., that may be included in reports for a given channel and theme. These are the options that appear in the Report Builder.
  3. Report Parameters: Refers to the inputs to a report which determine the scope of the report when it is run. This typically includes a parameter set (list of resources to include), date range, sort order and other options. These options are selected in the report parameter bar. They can be selected each time the report is run, or they can be saved for future use.
  4. Thresholds: Refers to the set of rules that provide conditional formatting in a report (For example, traffic light colorcoding) and/or filter the report to show exceptions only.
  5. Schedules: One or more schedules can be saved for a report so that it will run automatically and be sent to a distribution list.
  6. Report Output: Refers to the data and formatting that are returned each time the report is run. You can view this on-screen or download it in various formats including PDF, Excel, CSV and HTML.

It is possible to create linked reports, which are links to a given report in a different location and/or under a different name. A linked report shares the same definition (and model, if applicable) as its parent report, but the parameters, thresholds and schedules can be set and saved independently for the linked report. This makes it easy to use a standard report format across the business but allow different users to have their own instances of the report.

Once you have saved the reports you need, they can be visualized in a variety of ways using the Charts gadget.