Create a question

Reports are the building blocks of Data Explorer that help you visualize trends in your data. You create a report by defining the question you want to answer and configuring the output so the answer is presented in a meaningful way. There are a wide variety of customizable charts and tables to choose from.

You use the Question panel to create a question. To start the process, break down the question into its individual parts:

  • What—The measures (metrics) you want to understand. These are numerical fields that will have calculations performed on them, such as adding or averaging.
  • How—How you want the measures grouped. These are text fields that are used as category-style groupings, such as agent ID number or queue name.
  • Filters—The limits that you want the metrics to fall within, such as a time frame or maximum/minimum values.
EXAMPLE   

You want to find out how many contacts that lasted longer than ten minutes were handled by each agent on the East Coast team during the month of March.

  • What is the contacts (the measure).
  • How is the agents on the East Coast team (the grouping).
  • Filters limit the report to contacts longer than ten minutes and that were from the month of March.

NOTE   As you create your question, the pane at the bottom of the Question panel states the question in plain language based on your selections in the What, How, and Filters sections.

Create a new report

In order to create a question, you need a report in which to put it.

Create and name your new report

  1. On the Data Explorer home page, click New Report to display the report designer.
  2. Click Unnamed Report in the title bar and enter a name for the new report.

Choose a measure

Decide what information you want your report to show. These numeric values are called measures.

There is a list of measures that you can choose from, or you can create your own custom measures. Multiple measures are often used in reports. For example, a report that shows contact duration in hours might also show the average contact duration.

Configure measures for a new report

  1. In the What section of the Question panel, click Show [measure]. The Select Measure dialog box opens.

    By default, all available measures are listed. Click By Tags to view measures that apply only to various sources of data, such as Analytics or QM. Some measures have multiple tags and so appear in more than one tag list.

  2. Select the measure you want to include in the report from the list of available measures.

    You can also click Custom in the top right corner to create a custom measure. For more information about custom measures, see Create a custom measure.

  3. (Optional) Customize how the measure will appear in the report by using the Measure Configuration panel at the bottom of the dialog box. Here you can configure the number or date format of the measure, how it is aggregated, and apply content attributes to it. For more information about configuring a measure, see Customize a measure’s appearance.
  4. Click Add.
    The measure you added is displayed in the Question panel, and another Show field is added below the one you completed. Use this field to add additional measures to your question.

    NOTE   If you want to configure a measure you have already added to the What section, click the measure to open the Select Measure dialog box again.

  5. (Optional) Measures display as columns by default. Click as columns to switch to displaying them as rows.

Choose a grouping

After you have defined the topic of your question with the measure, determine how to group the information. The How question term is often the organization of people, places, things, and timeframes that provide real-world subjects or circumstances for the report. It is common to have multiple How subjects in a report.

Determine how the report will group the information

  1. In the How section of the Question panel click Group [grouping]. The Select Grouping dialog box opens.

    There are two grouping options, Subject or Time. By default you see the Subject option. If you want to group by time or date, click Time in the upper right corner of the dialog box. You are also able to further refine the time grouping by period.

  2. Choose the desired grouping, and then click Add.

    The grouping you added is displayed in the Question panel, and another [grouping] field is added below the one you completed. Use this field to add additional groups to your question.

    NOTE   If you select with totals in the Group section of the Question panel and select Preserve Totals when creating a visualization, the chart will display the total value as an additional column.

Set a filter

The final step of defining a question is choosing a filter. A measure alone can return a large amount of information. The filter serves to target the specific information you want to include or exclude in your report. You can select specific values to include or exclude, or you can set text comparison filters or range comparison filters to determine which range of values are included in your report.

Include only certain values of a subject in the report

  1. In the Filters section of the Question panel, click Limit to [limit]. The Select Filter dialog box opens.
  2. Select a subject, and then select a field to filter the report by.
  3. Clear the All Values check box, and select the check box for the values you want to include.
  4. Click Add to filter the report.

    EXAMPLE   

    You want to include only contacts that were tagged for HR in your report. You complete the Select Filter dialog box as follows.

    • In the left-hand pane, select Contact.
    • In the middle pane, select HR.
    • In the right-hand pane, on the Select tab, clear the All values check box and select the 1 (which means true or yes) check box.

Exclude certain values from the report

  1. In the Filters section of the Question panel, click Limit to [limit]. The Select Filter dialog box opens.
  2. Select a subject, and then select a field to filter the report by.
  3. Clear the All Values check box, and then select the check box for one or more of the values that you want to exclude.
  4. Click Add.
  5. In the Filters section of the Question Panel, click the is drop-down list in the filter you created and select is not from the drop-down list.

    EXAMPLE   

    You want to exclude contacts that were tagged for HR in your report. You complete the Select Filter dialog box as follows.

    • In the left-hand pane, select Contact.
    • In the middle pane, select HR.
    • In the right-hand pane, on the Select tab, clear the All values check box and select the 1 (which means true or yes) check box.

    In the Filters section of the Question panel, next to the filter you just added, change is to is not in the drop-down list.

Include or exclude values using comparison filters

  1. In the Filters section of the Question panel, click Limit to [limit]. The Select Filter dialog box opens.
  2. Select a subject, and then select a field to filter the report by.
  3. Clear the All Values check box, and then take one of the following actions:
    • Select the check box for the value to set it as a comparison.
    • On the Specify tab, enter a value in quotation marks to set as a comparison.
  4. Click Add.
  5. In the Filters section of the Question panel, click the is drop-down list in the new filter and select the operator you would like to apply to the value.

    EXAMPLE   

    You want to include only agents who belong to the East Team in your report. You complete the Select Filter dialog box as follows.

    • In the left-hand pane, select Team.
    • In the middle pane, select Team Name.
    • In the right-hand pane, on the Select tab, clear the All values check box and select the East-Team check box. Alternatively, click the Specify tab and enter “East-Team” in the filter value pane.