Intro
Below is the Reporting page:
Below are details on the Navigation bar on the Left of the screen:
Below are details around the options in the top right:
Configuring a Pre-set Graph
When working with the selectors to create a chart, they will vary depending on the which pre-set chart is selected. Below is an example for the Team Trends graph.
"QA Score": This will be the data shown in the graph. It can be either QA Score or CSAT
For: This will dictate which lines are included in the graph. If "All Groups" is selected, a line for each group will exist. If All Groups and All Agents are selected, a line will exist for each group and each agent.
For Tickets: This is the time window for which to include tickets
Filtered to: This dictates which tickets to include based on the above configurations. By default, all tickets are included. So, if you had "Show QA Score for All Groups over the past 3 months", it would include all those tickets that meet those conditions. Filtering is optional, and should only be used to carve out the above universe. A common use case would be to filter for a specific Rubric.
Creating a Custom Chart
After selecting the "Create Custom Chart" button in the top left corner, the below selectors will appear for the chart:
0 Create a new: This can be "Bar Chart", "Line Chart", or "Table"
1 "QA Score": This is the data shown in the graph. It can be the QA Score, "Number of QA" - the number of grades, or CSAT
for: For each option selected here, a Bar or Line will appear.
BE CAREFUL: if you select agents and rubrics here, there will be bars/lines showing the total QA score for each agent, and different bars/lines showing the QA for each Rubric for all agents. This generally doesn't make sense, and using the filtering functionality on the rubric would be more logical here.
2 for tickets: This is the time window for which to include tickets.
filtered to: Similar to the above, this selector will dictate which tickets to include within the universe set from the prior selectors.
3 split by: This will divide the graph up to show multiple sets of bars.
Example Custom Chart: Show QA Score for each Rubric by Team
QA Score: the graph is showing average QA Score, instead of Number of Grades or CSAT.
For All Agents: this means that each agent will be represented by a bar in the chart. You will notice each bar represents an agent.
For tickets graded in the last 3 months: All graded tickets for all agents have been included.
Filtered to: we did not include any filters here, as I want to see the performance accross all grades.
Split by 2 rubrics: the Chat Rubric and the Phone Calls rubric were selected. This will take the current set of bars (as mentioned above, one for each agent) and split them up by these two rubrics.
Reporting by Tags and Custom Attributes
Reporting can now be broken down by tags and custom attributes.
This is only available to customers on the Automations and Coaching Packages.
To add these attributes, go to Settings > Ticket/User Attributes. Find the appropariate attribute and select "Add" in the "Use in Reporting" column.
These attributes can be accessed in the different selectors in the Reporting page. Below is an example:
