myContactCenterManual

Examples

Step by step in the report designer — a list of conversations, an additional column in a template, groups per skill and time interval, totals and percentages, a chart, colors by condition, a header with the period and page numbers.

The examples build on each other: the first three result in a design with the conversations per skill, the others extend it.

Conversations as a list

  1. Under Reporting module › Report design, click Add. Close the Report Repository with Cancel and choose New Report › Conversation Report in the ribbon.
  2. Choose Page › Size A4 and Page › Orientation landscape. Select the report and, under Properties, set Measure Units to Tenths of a Millimeter.
  3. Right-click the design surface › Insert Band › PageHeader.
  4. In the Field List, select the fields ConversationStartTime, SkillName, TotalWaitDuration and TotalConnectDuration with Ctrl and drag them with the right mouse button into the page header: a table with the field names is created.
  5. Drag the same fields with the left mouse button into Detail: a table with the values.
  6. Double-click the headings to change them to “Start”, “Skill”, “Wait time” and “Talk time”. Leave the values without a format string — myContactCenter shows the start as a date with time and the times as durations.
  7. Click Preview, choose the period and skills in the Parameters pane and click Submit.
  8. Switch to Designer, give the design a name with Rename and save it.

Adding a column to a template

Example: the average wait time in the “Conversation by Skill” template.

  1. Open the design; if the template is not yet in the database, adopt it from the Report Repository via Add — see Report designs.
  2. Make room: select the controls on the right in “PageHeader” and “GroupHeader1” with Ctrl+click and move them closer together.
  3. Copy a heading by dragging it with Ctrl, then double-click the copy and type “Avg. wait time”.
  4. Drag TotalWaitDuration from the Field List into “GroupHeader1” — the template shows one row per skill in the group header.
  5. Smart tag › Summary: Summary Running Group, Summary Func Average. Do not set a format string.
  6. For the overall value, copy the control into “ReportFooter” and set Summary Running to Report there.
  7. Check the result in the Preview and save.

Grouping by skill

  1. In the design from the first example, open the Group and Sort window; if it is hidden, via View › View › Windows.
  2. Add a Group › SkillName. “GroupHeader1” is created above “Detail”.
  3. Check Show Footer in the row; “GroupFooter1” is created.
  4. Drag SkillName into the group header and emphasize it with Home › Bold.
  5. Remove the “Skill” column from the detail table — select a table cell, then Table Tools › Delete › Column.

Sum, count and percentage per group

In the group footer from the previous example:

  1. Drag IsConnected into it. Smart tag › Summary: Group, Sum — the connected conversations.
  2. Drag guid into it: Group, Count (Distinct) — all conversations.
  3. For the percentage, drag a third field into it, set the summary to Group and replace the expression with sumSum([IsConnected]) / sumDCount([guid]). As the format string, use {0:0.0 %}.
  4. For the overall values, insert a ReportFooter, copy the three controls into it and set Summary Running to Report for each of them.
  5. Add the headings in the page header.

Grouping by time interval

  1. Add a Group › GroupTime, instead of SkillName or below it.
  2. Drag GroupTime into the new group header and give it a format string, for example {0:dd.MM.yyyy HH:mm}.
  3. Add the totals as in the previous example.
  4. In the Preview, choose the division: Time group base Hour with Time group count 1 results in one row per hour, Minute with 15 in one row per quarter hour.

Inserting a chart

Connected and abandoned conversations per skill:

  1. Insert a ReportFooter if there is none yet.
  2. Drag Chart from the toolbox into it and drag it out to a large size. The Chart Designer opens.
  3. Add a bar series. On the data page, drag SkillName onto Argument and IsConnected onto Value; set the Summary Function of the series to the sum.
  4. Add a second bar series with IsAbandoned and give both series names; the legend shows them.
  5. Close the Chart Designer and accept the changes.
  6. Check the chart in the Preview.

If the chart lies in a group header, it only shows the group. With GroupTime as the argument, the axis follows the Time group base.

Highlighting abandoned conversations

  1. Select a cell of the detail table and then Table Tools › Select › Row.
  2. Under Properties, click the “f” next to Background Color.
  3. Enter Iif([IsAbandoned] = 1, Rgb(255, 199, 206), ?) and confirm.
  4. Check the result in the Preview: abandoned conversations have a pink background.

More examples are in Colors by condition.

Header with the period

  1. Click Home › Data › Add Calculated Field.
  2. Select the new field in the Field List and, under Properties, enter _HeaderExpressionName at Name. myContactCenter sets the Expression itself when the report runs.
  3. Drag the field into the ReportHeader or into the top margin, make it wide, enlarge the font and center the text.
  4. In the Preview, it shows “Report contains data from … to …” with the chosen period in local time.

Page number and creation time

  1. Insert a PageFooter.
  2. Drag Page Info into it on the right; under Properties: Page Information "Current of Total" Page Numbers, Text Format String Page {0} of {1}.
  3. Drag a second Page Info into it on the left: Current Date and Time, Text Format String Created on {0:dd.MM.yyyy HH:mm}.
  4. Check the result in the Preview.

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