Versions Compared

Key

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

Using the Script Response Log Explore in CX Explore, users can build reports that mimic the flow of a script, along with any data collected.

  1. Create Report
  2. Customize Report

For this, you will need logins for both CX Create and for CX Explore.



Anchor
1
1
1. Create Report

In

...

CX Explore:

  • Click Explore, and then choose Script Response Log
    Image Modified

  • Choose the dimensions you wish to FILTER your report by 
    • Examples:
      • Calls/Call Date
      • Campaigns/Campaign
      • Agents/Agent Name
  • Browse and click to add the dimensions you want to add to the report
    • This is where you will need to have

...

    • CX Create open and viewing the fields that are used in the script. 
    • This can be done by stepping through the slides on the Script Graph, or by viewing a list of fields on the CommFlow (Session Fields)
      Image Modified

Image Modified Be mindful of the number of fields!
Scripts can be large, and contain multiple slides and up to 50 Custom-Standard fields in addition to Standard and Non-Standard fields. To prevent excessive scrolling, it is suggested to use either a smaller script with fewer fields, or to add only relevant fields to the report.

  • Explore the Script Response Log and click to add the fields from the script

Image Modified Remember that you can Search for the specific fields you want to include!
Image Modified

*Custom Standard field dimensions are located under Scripter Custom Fields 
Image Modified

  • Once selected fields are added, Run the report to ensure that data is present
    Image Modified

*It is recommended to Save the report periodically during the creation process.



Anchor
2
2
2. Customize Report

Image Modified

Any script that contains Standard Fields will display the column header as the set Standard Field label:
Image Modified
However, any script using Custom-Standard Fields will display the "Fieldxx" label, which does not offer information about the data provided:
Image Modified

These custom-standard field headers can easily be customized.

  • Click the Edit dropdown at the top of your report's Visualization
    Image Modified

Image Modified Script data is best viewed using the default Table Visualization.

  • Click the Series tab to view the dimensions (script fields)
    Image Modified

  • Click the arrow next to the field you wish to edit
    Image Modified

    Image Modified
    Keep CX Create open in a separate tab if you have have multiple fields to reference!
    Image Modified

  • Type the label of the custom-standard field that was used in the script
    Image Modified
  • Repeat this for all other custom-standard fields
  • Close the Edit dropdown
  • Save the report

Image Modified

Now when the report is viewed or sent out, the custom headers will appear and the report reader will have all of the info needed to easily make sense of the data that is presented.

Image Modified