Create your own report
Until now, we’ve explored and experimented with reports that come standard with Calabrio ONE. Now it’s time to branch out and try making a report from scratch.
However, we need to admit something: Data Explorer reports are so rich and potentially complex (although they don’t have to be complex) that we can’t give you simple click-by-click instructions for creating the exact kind of report that best meets your individual needs. What we can do is guide you through what you need to think about before making a report and give you the basic steps.
Want some examples first?
If you’d like to walk through creating some example reports before jumping into making your own, check out these guides:
- Data Explorer Quick Start Guide: Build a QM Evaluation Report—A report on evaluation scores
- Data Explorer Quick Start Guide: Build a Report on Phrase Hits—A report on phrase hits
Before you build
The first step in creating your own report is to think about the information the report should show you.
The What section
To start, what broad type of information are you looking for? Do you need adherence percentages? Evaluation scores? The number of contacts taken? Your answer to this question informs the measure you should select.
EXAMPLE You want information on call volumes for your contact center. The broad information you’re looking for is how many contacts agents take.
The How section
Ok, you’ve decided what kind of information you need. Now, how do you want to organize it? Do you want to organize adherence percentages by agent or by day? Do you want to organize evaluation scores by team or by month? Do you want to organize the number of contacts taken by agent or by week?
If you want to organize the data by more than one characteristic, which should be the primary one? Should adherence be organized by agent and then day? Or day and then agent? Your answers to these questions help you choose the grouping to use.
EXAMPLE You want to know how many contacts each agent takes per day. In this situation, organize the number of contacts by agent and then by day.
The Filters section
You’ve selected your measure data, and you know how you want to organize it. Nice job so far! Now, do you need all the measure’s data for all time, all places, and all people, or do you want to limit the data to the past month or the Blue team?
EXAMPLE You want to know how many contacts each agent takes per day, but you don’t want the number of contacts taken by all agents from the beginning of time. You just want to see the number of contacts taken by the agents on the Green team over the past week.
The View panel
Almost done! There’s just one more question: how do you want to see the data? Is a basic table ok, or do you need something more visually interesting and understandable?
EXAMPLE A basic table would work to show you how many contacts the agents on the Green team took over the past week, but to make the information easier to absorb at a glance, you want to create a bar chart with a separate bar for each agent.
Basic building steps
If you’ve made it this far, these steps should be familiar to you by now.
- On the Data Explorer page, click New Report (upper left corner of the page). A blank report appears.
- Click Unnamed Report, and enter your report’s name.
- Click [measure]. The Select Measure window opens.
- Select the measure and click Add.
- (Optional) Add additional measures if desired.
- Click [grouping]. The Select Grouping window opens.
- Select a grouping and click Add. The Select Grouping window closes.
- (Optional) Add additional groupings if desired.
- Click [limit]. The Select Filter window opens.
- Select a filter, configure it as needed, and click Add.
- (Optional) Add additional filters if needed.
- Click View and configure the report’s appearance as needed.
- Click Save.