How do this week's contact volumes compare with last week's?

This report is a chart that shows the contact volumes for the past two weeks separated by day. Here’s what it will look like:

Step 1: Add the Contacts measure

1. Click Data Explorer in the top menu.
2. Click New Report (upper left corner of the page). The blank report page appears.
3. Click [measure]. The Select Measure window opens.
4. Select Contacts.

5. Click Add. The Measure: Contacts window closes, and the basic report appears. At this point, it shows the total number of contacts taken since your organization began using Workforce Optimization:

   

Step 2: Group the contacts by day

1. Click [grouping]. The Select Grouping window opens.
2. Click Time (upper right corner of the window).
3. Select Contact Start Time.
4. In the Period panel, select Day of Week.

5. Click Add. The Grouping: Day of Week window closes, and the report now looks like this. The total number of contacts from Step 1 is now divided by the day of the week that the contact happened.

   

6. Click [grouping].
7. Click Time.
8. Select Contact Start Time.
9. In the Period panel, select Day of Month.

10. Click Add. The report now looks like this. We’ve shown only the first few rows, but you get the idea.

    

Step 3: Limit to contact from the past two weeks

Now let’s get rid of contacts older than two weeks.

1. Click [limit]. The Select Filter window opens.
2. Click Time.
3. Select Contact Start Time.
4. In the Period panel, select Contact Start Time.

5. Click Add Filter (the + icon). The Select Period window opens.

   

6. Select Day of Month.
7. Click OK. The Select Period window closes.
8. Enter “13” in the Last column.

9. Select This.

   

10. Click Add. The Filter: Contact Start Time window closes. Nice, now we get some usable info!

    

Step 4: (Optional) Format the report as a chart

If you would prefer to keep the report as a table, skip this step.

1. Click View (upper right corner of the page).
2. Under View Type, select Column.
3. Under Legend, select None from the Location drop-down list.
4. Under Data Series Format, select On from the Data Labels drop-down list.

Step 5: Name and save the report

1. Click Save (upper left corner of the page). The Save Report window opens.
2. Enter a name for the report.
3. Click Save. The Save Report window closes, and the report name appears in the upper left corner of the page.

Keep learning about Data Explorer

Our Data Explorer library has a great collection of guides for people who are new to Data Explorer or are looking to grow their skills. Check them out!

For beginners

• Beginner’s Guide to Data Explorer Dashboards—An intro to the basics of dashboards
• Beginner’s Guide to Data Explorer Reports—An intro to the basics of reports

For QM

• Data Explorer Quick Start Guide: Build a QM Evaluation Report—Step-by-step guide to building a report on evaluation scores
• Data Explorer Quick Start Guide: Monitor Today’s Contact Volumes and Recordings—Build reports that help you keep track of contacts coming in today
• Data Explorer Quick Start Guide: Build a Report on Call Recording Events—Step-by-step guide to building a report on hold, pause, silence, and talk over events

For Analytics

• Data Explorer Quick Start Guide: Build a Report on Phrase Hits—Create a report on hits from a specific phrase category for the past six months
• Data Explorer Quick Start Guide: Build a Report on Analytics Phrase Hits by Agent—Create a report on phrase hits from the past week, broken down by agent

For intermediate users

• Data Explorer Quick Start Guide: Filter Reports on Your Dashboard—Reduce the list of reports you need to wade through by adding interactive filters
• Data Explorer Quick Start Guide: Customize a Report’s Appearance—Make your reports more useful by changing how they look
• Data Explorer Quick Start Guide: Create a Drill-Through Dashboard—Start with the big picture and dig into the details