The content in this article is appropriate for: Administrators and Supervisors

Users also have the ability to view reports from SC Analytics while logged into the ACD.

This article covers: 

• Accessing the Reports

• Report Home

  • Standard Reports

  • Discover Reports

• Browse Reports

• Agent Dashboard

Accessing the Reports

• Log in to the ACD

• Click Reports in the left-hand navigation bar

Open

⚠️ Don't see the Reports option? The account used to log in may not be part of the correct User Group, or may be missing permissions. For step-by-step details on how this is done, click here.

Open

Report Home

• Standard Reports

  • The same 6 standard LookML dashboards that are available on the SC Analytics platform are also available here:

    • Agent KPIs

      Open

      

    • Average Orders

      Open

      

    • Call Detail

      Open

      

    • Call Summary

      Open

      

    • Day of Week Trend

      Open

      

    • Hourly Trend

      Open

      

       

  • Clicking any of the above will open that dashboard in the Browse Reports tab

• Discover Reports

  • Explore Your Data

    • Displays the top 3 Explores for drilling into data types:
      -Agent Log
      -Calls
      -Orders

  • Most Popular

    • Displays the 3 most-viewed reports

  • Recently Viewed

    • Displays the last 10 viewed reports

Browse Reports

Click on the Browse Reports tab to access the Report Viewer

Open

Any dashboard, explore, or report that is viewed will automatically open in this tab. From here you can:

• Choose Your Report: click the dropdown to browse a list of dashboards, explores, and anything saved to your personal space

  Open

  

  *You can also type in the text box to narrow down the list of reports by name.

• From within any dashboard:

  • Settings icon

    Open

    

    • Download as PDF (all users)

    • Schedule (superusers only)
      For more information on scheduling reports, click here.
      
      

  • Menu icon

    Open

    

    • A list of shared spaces will be listed. Click any of them to explore further.
      
      

• From within any explore:

  • Settings icon

    Open

    

    • Save as a Look (superusers only)

    • Download

      Open

      

      Saves as any of the supported formats:

      Open

      

    • Save & Schedule (superusers only)

    • Save & Add to Dashboard (superusers only)

    • Remove Fields & Filters (all users) resets the parameters of the current explore

    • Clear Cache & Refresh (all users)
      
      

  • Menu icon

    Open

    

    • Your personal space will be listed, along with a list of all Looks that have been saved there. Click any of them to explore further.

Agent Dashboard

Users can also view a customized version of the Agent Dashboard LookML report. Access to this standard report differs based on ACD privileges, and does not require the user to have SC Analytics Report Access. This dashboard is not housed within Reports, but in a separate location.

• Click Agent Dashboard in the left-hand navigation bar

  Open

  

• Supervisors will see a table of live agent performance data.

  Open

  

• Agents will also see the above report but with only their agent name and their personal agent dimensions and measures.

 
⚠️When viewed from within the ACD, The Agent Log (bottom half) portion of the Agent Dashboard can only be filtered by Date and should use the same filter fields as Agent Performance (top half) portion of the dashboard. Each look can be filtered independently from the SC Analytics platform.