[Analytics] Creating a Sample Call Report
- Kathleen Glica
The content in this article is appropriate for: Administrators and Supervisors
Step-by-step creation of a scheduled report using components of the Call explore.
This article covers:
💡 Before any report is created, it is recommended that you evaluate what is already present on the SC Analytics 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. SC Analytics is a powerful and extremely customizable tool.
Choosing the Dimensions and Measures
Put together a list of items that you would like the report to contain.
For example:
All calls from the past month, all campaigns, all agents
Answered calls rate
Disposition
Breakdown of call time
Creating the Looks
The action items above can all be made into separate looks.
Log in to SC Analytics
Click on your name in the left-hand navigation bar to load your personal space
*If you have not saved anything to your personal space, you will see the following message on the right:
Click on Explore, and then on Calls
The Calls explore will open, with its one default filter (Call Date= today)
Answered Calls Rate Percentage:
Scroll through the list on the left until you find a suitable measure for this statistic
💡 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 measure to add it to the look. It will now be shown on the right side of the screen.
⚠️ Notice that if you click Run, the platform will return data but only using the default filter of Today.
Set the filters for this look:
[All calls from the past month]
*Since the Call Date filter is already in place, it just needs to be modified to suit your needsClick on the arrow to the left of FILTERS to view its settings
Click the up/down arrow in the first text box and choose is in the past
Reset the middle number to 1
Click the up/down arrow in the last text box and choose months
⚠️ When using the months filter, be aware that it refers to the calendar month only.
For example: If you are running a query with this setting and it is January 2nd, you will only get data from January 1 and January 2.
To see data from the past 30 days, you will need to set the filter to is in the past \ 30 \ days.
[All campaigns]
Click the arrow to the left of Campaigns to expand its list of dimensions
Hover your mouse over the first dimension, Campaign
This will bring up the options for the dimension
⚠️ In this case, do NOT click the Campaign dimension. Doing so will add it to your query, and we only want to filter by Campaign.
Click on FILTER to add the filter on the right-hand side
Because we want to include ALL campaigns, the default settings can be left as-is. Otherwise, click in the text box to add a list of the desired campaigns you wish to include in the query.
[All agents]
Click the arrow to the left of Agents to expand its list of dimensions
Hover your mouse over the Agent ID* dimension
*In this example, you could also use the Agent Name filter instead. Another option is to use both.Click on FILTER to add it
Hover your mouse over the Agent Name dimension
Click on FILTER to add it
Leave both filter settings as-is to include all Agent IDs and names
Click Run to test the query
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
💡 Not all options will be appropriate for all queries
For example: clicking on the Map visualization will return this message:Select the visualization that makes the most sense for the data that will be displayed.
Click the Single Value option
Save the look
Click the settings button in the top right
Click on Save as a Look
Add a Title and an optional Description
Browse for a save location by choosing a folder on the left
✏️ 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.
Disposition Data:
Access the Calls explore
Click the arrow to the left of Disposition Categories to expand its list of dimensions
*Because we only want to know the dispositions for the calls in the last month, there is no calculation needed here, and therefore this look will not utilize a measure.
Click to add Disposition and Disposition Category to the query
Click to add Agents \ Agent name
Click to add Calls \ Call Date
The dimensions are added to the look in the order they were selected.
💡The dimensions can be re-ordered by clicking and dragging left or right.
Set the filters for this look:
(Filters are same as the previous look)[All calls from the past month]
Adjust the existing Call Date filter to show is in the past \ 1 \ month
[All campaigns]
Scroll to Campaigns and expand its list of dimensions
Click FILTER on Campaign to add it
leave settings as-is
[All agents]
Scroll to Agents and expand its list of dimensions
Click FILTER on Agent ID and Agent Name
leave settings as-is
Click Run to test the query
⚠️ Because some calls may have blank dispositions, you may need to scroll down before seeing any data in those columns.Sort by desired column
Click the column header to sort by that dimension
The column that is being used for sorting will be indicated by either an up ^ or down v arrow.
Choose a visualization option
Since this is simply a list of data, other visualization options do not apply, and the default Table should remain selected
Save the look using the same steps as in the previous look
Call Times Chart:
Access the Calls explore
Click the arrow to the left of Calls to expand its list of dimensions and measures
*This look is comprised of all measures that use average minutes. There are many other choices including min, max, totals and other time frames like seconds or hours.Click to add the following measures:
Time in Call Measures \ Average Minutes in Call
Time in Dispo Measures \ Average Minutes in Dispo
Time in IVR Measures \ Average Minutes in Ivr
Time in Primary Offer Measures \ Average Minutes in Primary Offer
Time in Queue Measures \ Average Minutes in Queue
Time in Ring Measures \ Average Minutes in Ring
Time in Rollout Measures \ Average Minutes in Rollout
Time in TPO Measures \ Average Minutes in TPO
Time on Hold Measures \ Average Minutes on Hold
Set the filters for this look:
(Filters are same as the previous look)[All calls from the past month]
Adjust the existing Call Date filter to show is in the past \ 1 \ month
[All campaigns]
Scroll to Campaigns and expand its list of dimensions
Click FILTER on Campaign to add it
leave settings as-is
[All agents]
Scroll to Agents and expand its list of dimensions
Click FILTER on Agent ID and Agent Name
leave settings as-is
Click Run to test the query
Choose a visualization option:
Click on Bar graph
*Since this look contains multiple measures with varying results that are meant to be compared to one another, the Column or Bar graph options are best suited here.Each measure is pre-assigned a color. To make changes to that or to any of the bar graph settings, click the Settings icon.
*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.Inside the Settings menu, you can also tweak the visual representation of the data output. the changes will be made in real time so you can see how it would look.
Any changes you make will be automatically saved when you close the Settings pop-up.
Save the look using the same steps as in the previous look
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
Click on Add to Dashboard
Because we are creating a NEW dashboard, click on New Dashboard
*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
Type a name for the dashboard and click OK
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.
💡Another way of adding a look to a dashboard is to refer to the right-hand side of the screen when inside the look:
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
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
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:
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:And the rest will display an +Add option:
Text: Any text added in this pop-up will display in its own tile at the bottom of the dashboard:
Any text typed into the Body can be formatted using the markdown toolbar. This gives you the option to add:
Bold text
Italicized text
Quoted text
HTML code
Clickable link to another report
Bulleted list
Numbered list
Click Save to view your formatted text in the dashboard
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.
Settings: Modify selected options on the dashboard
Run on Load: [defaulted ON] The dashboard will perform a database query once at load time
⚠️ 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.
Dashboard Auto Refresh: when enabled, the user can use the dropdowns to select the timing at which to refresh the data.
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
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.