[Analytics] SC Analytics Frequently Asked Questions
- Kathleen Glica
The content in this article is appropriate for: all users
Quick answers to some of the most frequently asked questions about SC Analytics. This article is updated frequently.
General Questions
I am receiving a 403 error when I go to https://analytics.singlecomm.net/.
When this happens, you will need to clear the cache of your web browser and re-open the link. alternatively, you may open the link in an incognito window.
It is also advised that you only have a single instance of Analytics running at a time, so for example if you are logged in to Analytics through the ACD, do not open a second instance on a web browser, and vice versa.
In SC Analytics if I try to Download a recording via the 3-dots menu, it fails with a "Network Error" message, but if I listen to the recording first it will download normally. Why is this happening?
In SC Analytics, if you don't listen to the recording, you are just viewing a placeholder for the recording. Once the recording is played, it is linked to the placeholder so you can download it.
Is there a way to look up calls from agents that are no longer active employees?
The Supervisor module in the ACD does not allow you to search suspended/inactive agents. However, in SC Analytics, you are able to search by agent name to see/listen to past calls.
Visualizations
I would like to create a visualization based on the Day, but it keeps including a timestamp. I would also like the date to appear with dashes or slashes (3-15 or 3/17). Is this possible?
Yes, you just need to filter by Date and Program. Visualizations will show one result from your data, so you want to keep those reports simple.
For your date formatting, you should select Calls> Call Date. As you can see- the other Call Date options do not fit what you are looking for:
Measures / Dimensions
Does the total Connected Agent Minutes measure include the hold time in the queue?
This measure equals the time the agent spends in the call, starting when the caller is connected to the agent and ending at disconnection, when one or the other party hangs up. It does not include any transfer or patch time.
💡 There are many other measures like Total Minutes in Call and Queue, Total Minutes in Dispo, Total Minutes in Ring, etc. that track the timing of other call legs.
Does the total Connected Agents Minutes measure include outbound calls to the client?
It can. If you include a filter for the OB campaign in your report, Total Connected Agent Minutes will apply to outbound calls made on that campaign.
Is there a way to determine the total time for a patched call-- once the agent disconnects and transfers the caller to the client?
In SC Analytics, transferred calls are referred to as Calls Rolled Out. This measure is located under Call Counts.
There is also a dimension called Time (Hours/Minutes/Seconds) in Rollout that provides the time in-call after the call is transferred and the agent disconnects.
Is there a way to look up calls from agents that are no longer active employees?
The Supervisor module in the ACD does not allow you to search suspended/inactive agents. However, in SC Analytics, you are able to search by agent name to see/listen to past calls.
Are suspended scores removed from Analytics after a period of time or does that score persist until a new audit is completed?
Suspended scores do not get removed but you can filter them out using the Suspended (Yes/No) dimension:
We are not seeing certain field types in Analytics. We can confirm it is in the guided interaction and being consumed by the ACD.
This can occur if you have updated a field and did not update the mirroring conditions. Then, when the guided interaction was cloned, the field was not loading to Analytics. There has to be an active mirroring condition to make sure the mirroring occurs.
Can I search for ANI within the ACD?
You can easily locate the ANI by using Analytics. Simply add the following filter as shown in the screenshot below:
Calls/ ANI/ is
We have observed that the Available Time for some agents appears to be higher than anticipated. Could you clarify which measure in Analytics indicates the time agents are available but not actively on calls?
This can be tracked by using the Total Available Time measures in your reports.
For further clarity, you can navigate to the Agent Management module in the ACD, search for the relevant agent(s), and compare their availability against their activity there:
Reports
How can I add a text field or a dropdown menu for selecting the Status column on all the clarification log reports?
Analytics reports are static and cannot be used to collect updated information. You may export the clarification log by downloading as a csv file, then sorting by the Status column.
If I were to create a “fake” dispatch step (i.e. an email address) to ensure an actual message was created and that I could view it in the account at any time, would I still need to create a custom field for SC Analytics when creating a report that includes a script response?
In this case, you do not need to create a custom field because your dispatch rule is generating messages and SC Analytics will be able to pull in the Message Ids without having to set up custom fields.
Custom fields are really only necessary when you set up something special in the guided interaction (script) where you collect data in a field specific to that client/account.
I'm using SC Analytics to create reports for certain time periods and it seems that data is missing. For example, If I pull the data from 5/01 to 5/07 it only show me data from 5/1-5/6.
If you want the Analytics report to INCLUDE data for the date of 5/07 you will need to set the date filter to 5/08. This is because of the "until (before)" wording of the filter.
The report will pull all data UP TO 5/8 so it's inclusive of all things that happen on 5/7.
My guided interaction has a field that I can not find in SC Analytics/Explore.
If your field was not assigned to a custom field, you have to pull it using the Script Response Logs.
You filter on "Question is [Field Label]" and the Response field will contain the text entered in the guided interaction.
Is there a way to set up an alert in the Queue Monitoring or in Reports so that if a certain condition is met, it will generate a SMS/ test message?
For example: If an agent has 5 consecutive calls all under 30 seconds in length?
SC Analytics is the best source for customized reporting/notifications.
What you can do is create a Threshold Report to send out whenever an agent's talk time falls below a certain number of minutes. This report can be scheduled at regular intervals and be delivered to you or any designated supervisors when conditions are met.
Once your report is created, you can go to the 3-dot menu in the top right and configure the Schedule Delivery options to best suit your needs.
We are going to be automating a report for a client that needs to show Month-to-Date data. I know we need the Calls/ Call Date filter, but the Matches (Advanced) Month-to-Date doesn't appear to work.
To accomplish this, you should filter Call Date to: Matches (Advanced)= this month.
I'm trying to gather data on how many repeat callers come in outside of business hours but I'm not able to capture or export the originating phone number/ANI (Automatic Number Identification) on our ACD reports.
To accomplish this, you can create a report in SC Analytics that is filtered by your Program/Campaign, and uses Call Date, and ANI dimensions. The screenshot below shows that start of a report- you may add more dimensions if you wish.
I am trying to download a report as a pdf but keep receiving the following message:
⚠️ TILE_ERROR VisualizationError. This error commonly occurs when trying to fit datetime values to a power regression -retried.This error will generate if you have one week of data but have created a graph that requires at least two weeks to create a comparison. For example: a bar graph requires at least two data points. This can be fixed by converting to a table:
Edit the Dashboard (Click the 3 vertical dots in the top right corner and select Edit Dashboard)
Scroll down to the tile with the error and click the 3 vertical dots in the right corner and select edit
Change the visualization to table by clicking the table icon.
Click save in the top right and then save again to save the dashboard.
Is it possible to add custom fields from guided interactions (scripts) into reports on SC Analytics?
Yes. To do this:
Access the guided interaction in SC WorkFlow an ensure that the field is configured as a custom-standard field.
For more information on custom-standard fields, including directions on how to configure them in a guided interaction, click here.
Next, go into SC Analytics and edit the Look, and Custom Fields are available at the top of the All Fields list
You can also edit the Visualization by clicking Edit in the top right, then going to the Series tab, and making changes to the Label of any field.
A more detailed step-by-step article on this process is located here.
We're interested in enhancing a report by incorporating a filter. Within the Analytics report, there is a custom 'Name' field. Our goal is to implement a filter to access data from this specific field. However, upon searching, we only see the 'Agent Name' option available for filtering, which does not display the custom info we require.
You can filter by custom fields, but it must match the field name used in your guided interaction. This is also why it is important to use a naming convention when assigning custom fields at the guided interaction level. For your specific example, the custom Name field is actually labeled 'Custom Field 5' so, if you search for that dimension, it can then be used as a filter on your report.
In a report, is there a way to include the transfer destination and/or description of where the agent transferred a call?
Yes, you may add the "Transferred To" field at the end of the report.
Is there any way to create a single report containing all of a client's metrics, rather than having to create multiple reports?
Unfortunately there is no way to get around adding each program individually that you want in your filter - though you could also filter on "is not equal to" if the list of legal accounts is shorter.
Can I export call logs as a csv file?
No, that functionality is currently not supported.
We would like to view credit card declines, and decline reason in our SingleComm Analytics "Raw Call Data" report.
Decline and Decline Reason would be in the Message field. To add this to your Raw Call Data report would require Message to be mirrored to a custom field when the transaction fails and then adding that custom field to your look.
For an exception report of declines you can use the script response to access the Message field.
We conducted a test call and sent a message to the [Program name] line, but neither the call nor the message is reflected in Analytics. Additionally, the Program name is not visible. Can you provide guidance on how we can ensure that these activities are accurately recorded?
In the Call log, you can find the Contact ID on the consumed responses, providing additional details about the interaction.
If the relationship is set to NOT dispatchable, no campaign will be associated with the message. Once set to dispatchable, you will be able to set the campaign for this relationship.
We aim to create a daily call data replication task to one of our databases. Can you provide more details on accessing Analytics data via a web hook? Is it possible to replicate data from the database Looker references for visualization?
To replicate data, configure your Look with desired data points, set a schedule, and choose 'Webhook' under 'Where should this data go?' Provide your endpoint and select the data format (csv, json, html).
Rather than going through the Call Log line by line, what is the most efficient way to locate a specific call, especially those under question or intended for training?
Simply use the ANI as a filter, and it will retrieve every call ID associated with that phone number.
We're aiming to exclude a particular number from our Call Detail report. I'm aware we can filter by ANI and search using "is any value," but I'm curious if there's a method to filter by "is not value"?
Click on the 3 dots at the top right corner of the dashboard, you can edit filter settings, or add more filters if need be.
You can edit the existing "Ani" filter and changed the "Control" field to select "Advanced" - then select "is not" as the configure default value, where the ANI is entered.
You'll then click "Update," and then "Save" on the next screen.
Is there a method available in Analytics to view the credit card type for all orders and declines? We're interested in distinguishing between credit, debit, and prepaid cards if possible.
The Bin Check integration returns Bin Type which will either be DEBIT or CREDIT and Bin Message which will indicate if it is a pre-paid type or not. The Bin Message indicates whether it is pre-paid or not, the Bin Type indicates whether it is Credit or Debit.
You can see these in Analytics by using the Script Response logs.
How can we sort a report by the day of the week and then by the number of calls per hour for each day, instead of sorting by the hour of the day?
To achieve the desired sorting, please arrange the report with the 'Call Day of Week' column first, followed by the 'Call Hour of Day' column. Then, sort the report by 'Call Hour of Day' first, and subsequently by 'Call Day of Week'.
Can you explain what would be causing the following error in our Report?
⚠️ A LookML model issue prevented this query from running.We have found that using the Calls Explore instead of the Call Legs Explore avoids the error. Additionally, we recommend using the Call ID from the Calls section rather than the Call ID from the Session section. This ensures you will always receive a Call ID, even if the agent did not connect to the call.
A new campaign was set up this morning for a specific program, and a test call was made with everything disposing correctly. However, the campaign is not appearing in the analytics. Could you assist with this issue?
There is still a delay between when the new campaign is created and when that campaign will appear in Analytics. Those calls would show up the following day.
A new report titled "Overall Call Times" has been created in one of our folders, but some of the components are displaying duplicate information. Clearing the browser cache and trying different filtering options have not resolved the issue. Could you assist us with this?
This can be related to the "Call Legs End Time." When both the caller leg and the agent leg end within the same second, only one record appears.
If they end in different seconds, two records are generated. To resolve this, an additional filter can be applied to the report. Adding a filter for "Call Leg Type = I" will consider only the inbound leg and help consolidate the records into one.
