Versions Compared

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

Step-by-step creation of a scheduled report using components of the Agent Log explore.

This article covers:

  1. Choosing the Dimensions and Measures
  2. Creating the Looks*
  3. Compiling the Dashboard
  4. Scheduling

Screen_Shot_2017-08-17_at_3.03.28_PM.pngImage Added
*The Looks created in this article differ slightly from those used in the other articles from this series. For a simpler report creation how-to, please refer to the step-by-step for Creating a Call Report.

Image Added
Before any report is created, it is recommended that you evaluate what is already present on the CX Explore platform. This article will walk you through everything required to create a report consisting of multiple looks, from start to finish. All of these steps may not be necessary if simple modifications to a LookML dashboard, or existing Looks will produce the same end result. Take stock of what you have already created in your Personal and Shared spaces, as some of the work may already be done!
If you find that other measures or dimensions, differing from those listed here, are more useful to you-- utilize them instead of or in addition to the sample. CX Explore is a powerful and extremely customizable tool.


1. Choosing the Dimensions and Measures

Put together a list of items that you would like the report to contain.

For example:

  • Agent stats from the month of July, 2017
    • Uptime totals:
      • connecting hours
      • payable hours
      • in-call hours
      • labor hours
    • Downtime totals
      • break minutes
      • lunch minutes
      • restroom minutes
      • offline minutes


2. Creating the Looks

The action items above can all be made into separate looks.

  • Log in to CX Explore
  • Click on your name in the left-hand navigation bar to load your personal space
    Image Added

    *If you have not saved anything to your personal space, you will see the following message on the right:
    Image Added
  • Click on Explore, and then on Agent Log
    Screen_Shot_2017-08-16_at_3.21.34_PM.pngImage Added


    The Agent Log explore will open, with its one default filter (Started Date= today)
    Screen_Shot_2017-08-16_at_3.48.47_PM.pngImage Added


Agent Uptime

  • Scroll through the list on the left until you find a suitable dimension* for this statistic.
    *This differs from the other two reports that were created (Call Report, Order Report), in that this has one dimension and multiple measures instead of one measures and multiple dimensions used as filters. CX Explore offers numerous configurations, your query can be tailored specifically to only the data you need.
    Screen_Shot_2017-08-17_at_9.47.06_AM.pngImage Added
    Image Added
    Click through everything on the the left to find precisely what you are searching for. There are many options and it may take some time for you to familiarize yourself with them all.
  • Click the dimension to add it to the look. It will now be shown on the right side of the screen.
    Screen_Shot_2017-08-17_at_10.05.36_AM.pngImage Added

  • Choose the measures for this look
    • Click the Connecting Measures\ Total Connecting Hours measure to add it
    • Click the Labor Measures\ Total Labor Hours measure to add it
    • Click the Time In Call Measures\ Total Time In Call Hours measure to add it
    • Click the Total Payable Measures\ Total Payable Hours measure to add it
      Image Added
      Notice that if you click Run, the platform will return data but only using the default filter of Today.
      Screen_Shot_2017-08-17_at_10.48.19_AM.pngImage Added
  • Assign the filters for this look
    • The only filter needed is the time frame for the month of July, 2017. This can be set by modifying the filter that is already there.
      • Click the arrow to the left of FILTERS to view its settings
        Screen_Shot_2017-08-17_at_10.57.09_AM.pngImage Added
      • Click the up/down arrow in the first text box and choose is in range
      • Change the default start value (today's date) to 2017-07-01 by typing it in the text box, or click the calendar icon and click the desired date there
        Screen_Shot_2017-08-17_at_11.00.26_AM.pngImage Added
      • Change the default end value (also today's date) to 2017-07-31 using either method
        Screen_Shot_2017-08-17_at_11.02.57_AM.pngImage Added
  • Click Run to test the query
  • Choose a column to sort by
    Screen_Shot_2017-08-17_at_11.05.13_AM.pngImage Added
    *In this example, the data will be sorted alphabetically by Agent Name. To sort in the reverse order, click up arrow to change it to a down arrow.
    Image Added
    To sort by using another column's data, click inside that column header and the up/down arrow will appear there, indicating that the data is currently being sorted using those values.
  • Choose a Visualization option
    • Click the arrow to the left of VISUALIZATION to expand the list of available choices
    • Click through each to see how the data would be displayed
      Image Added
      Think about how this data will be consumed before settling on a visualization. Do you need to see data and numbers for all agents? Then you'd want to stick with a Table. Do you just want to look at the data as a whole and pick out any high or low points? Then a column or scatterplot may work better for you.
    • Click the Column option
      Image Added
      While viewing a Column chart in the Explore or in the Look, if you notice a statistic that you want more info on (in this case, a value that is higher than the rest), you can hover your mouse on it for more details:
      Screen_Shot_2017-08-17_at_12.27.56_PM.pngImage Added
      Screen_Shot_2017-08-17_at_12.28.13_PM.pngImage Added

  • Save the look
    • Click the settings button in the top right
      Image Added
    • Click on Save as a Look
      Image Added
      • Add a Title and an optional Description
      • Browse for a save location by choosing a folder on the left
        Image Added
        Remember that saving into the Shared space means other users can access and make changes to this look. Saving into your Personal space means that only you can see it.
      • Click Save to save the look and return to the explore or click Save & View Look to save and then run as a new query.
        Image Added


Agent Downtime 

From the Agent Log explore:

  • Agents:
    • Click the AgentsAgent Name dimension to add it
  • Agent Logs:
    • Click the Break Measures\ Total Break Minutes measure to add it
    • Click the Lunch Measures\ Total Lunch Minutes measure to add it
    • Click the Offline Measures\ Total Offline Minutes measure to add it
    • Click the Restroom Measures\ Total Restroom Minutes measure to add it
      Screen_Shot_2017-08-17_at_12.58.18_PM.pngImage Added

  • Modify the filter for this look
    • Change Agent Logs\ Started Date\ matches (advanced)\ today to Agent Logs\ Started Date\ is in range\ 2017-07-01\ until(before)\ 2017-07-31
  • Click Run to test the query 
  • Choose the Scatterplot visualization option
    Screen_Shot_2017-08-17_at_1.29.38_PM.pngImage Added

*Visualizations can be customized with various pre-made color themes or you can create your own. For more details on custom color palettes and using the color picker, click here.

  • Save the Look into the same location as the previous

3. Compiling the Dashboard

Now that all three looks are complete, they need to be combined into a central location so that all 3 queries can be run and viewed simultaneously. This is what dashboards are built to do. 
To create a new dashboard:

  • Browse to your personal space, if not already there
  • Open one of the looks that were just created
  • Click the Settings icon in the top right corner of the look
    Image Modified
  • Click on Add to Dashboard
    Image Modified

  • Because we are creating a NEW dashboard, click on New Dashboard
    Image Modified
    *If this look was being added to an existing dashboard, select the desired dashboard from the space by clicking its name, and then click Add

    Image Modified
  • Type a name for the dashboard and click OK
    Image Modified
    The new dashboard will now appear highlighted in the dropdown list and the message at the top of the pop-up will reflect the visualization type of the look that was just added.

...


  • Image Added
    Another way of adding a look to a dashboard is to refer to the right-hand side of the screen when inside the look:
    Image Modified
    Add to Dashboard can also be clicked here and the steps are the same as above.

  • Add the other two looks by using one of the methods above.
  • Browse to your personal space and click the new dashboard containing the three looks that you just added
    • By default, the looks will be stacked vertically, in the order they were added



Edit the default layout of the dashboard:

  • Click Edit in the top right
    Image Modified
  • Resize looks by hovering your mouse in the bottom right corner of the look, then clicking and dragging it to make the tile larger or smaller
    Image Modified
  • Change the positioning of looks by hovering your mouse in the top left corner of the look, then clicking and dragging the tile up or down

...



  • While in Edit mode, you can also do the following:

...

  • Image Added
    • Looks: view a list of all your individual looks. 
      Any that are contained within this dashboard will have the Remove option to take them out of the dashboard:
      Image Modified
      And the rest will display an +Add option:
      Image Modified

    • Text: Any text added in this pop-up will display in its own tile at the bottom of the dashboard:
      Image Modified

      • Any text typed into the Body can be formatted using the markdown toolbar. This gives you the option to add:
        Image Modified
        • Image Modified Bold text
        • Image Modified  Italicized text
        • Image Modified Quoted text
        • Image Modified  HTML code
        • Image Modified Clickable link to another report
        • Image Modified Bulleted list
        • Image Modified Numbered list

      • Click Save to view your formatted text in the dashboard
        Image Modified

    • Filters: Add or Edit any of the filters on the individual looks contained in the dashboard. Any change made here will be reflected on the individual look and vice versa.
      Image Modified

    • Settings: Modify selected options on the dashboard

...

    • Image Added
      • Run on Load: [defaulted ON] The dashboard will perform a database query once at load time

        Image Modified
        This setting is turned OFF on all LookML dashboards. Doing so provides the user with a Run button on the top left of the dashboard so that they can choose when to perform the database query.
        Image Modified
      • Dashboard Auto Refresh: when enabled, the user can use the dropdowns to select the timing at which to refresh the data.
        Image Modified
      • Auto Refresh can also be set on the Dashboard Element Name

  • Once you are happy with the arrangement, click Done Editing in the top right
    Image Modified



 4. Scheduling

Setting a schedule for any report is optional; however, it is the best option if you would like to keep the saved dashboard in your personal space and still share the data with others.
Once you have a list of recipients, and an idea of the settings you would like for the report (when to send, how often, etc) the steps outlined in this article will walk you through the process.