myContactCenterManual

Tables, charts, cross tabs

How to create and rearrange tables in the report designer, bind charts to the statistics with the Chart Designer and use cross tabs for overviews such as skill against weekday.

Tables

Tables arrange values in rows and columns. Each cell behaves like a Label control: it has an expression, a format string and, if necessary, a summary.

  • Creating: Drag several fields at once from the Field List — see Dragging fields onto the surface — or drag Table from the toolbox. A rectangle across PageHeader and Detail creates one table per band with the same columns.
  • Converting: Right-click › Convert to Table turns several Label controls lying side by side into a table.

As soon as you select a cell, the Table Tools contextual tab appears:

Group Commands
Select Row, Column, Table — selects the whole row, column or table, for example to give a row a color
Insert Row Above, Row Below, Column to Left, Column to Right
Delete Cell, Row, Column, Table
Merge Merge Cells, Split Cells
Distribute Rows, Columns — equal height or equal width

If you drag a column border, the neighboring column changes along with it; with Ctrl, all following columns adjust proportionally, with Shift, they move.

myContactCenter also prepares durations, times and conversation types in table cells as long as the table lies directly in a band — see What myContactCenter prepares when running.

Charts

  1. Drag Chart from the toolbox into a band and drag it out to a large size. The Chart Designer opens.
  2. In the tree on the left, add a series with the plus and choose its type, for example bar or line.
  3. On the data page, drag a field onto Argument — the horizontal axis, for example SkillName or GroupTime — and one onto Value, for example IsConnected.
  4. For the series, set the Summary Function, for example the sum: all rows with the same argument are combined into one point.
  5. For a second data series — for example the abandoned conversations next to the connected ones — create another series. A field on Series instead creates a separate series for each of its values.
  6. Close the Chart Designer and confirm that the changes should be saved.

Later, you open the Chart Designer on the Chart Tools contextual tab with Run Designer, or with Run Designer… in the smart tag. The Chart Tools also let you quickly add and remove series and change the colors.

Where the chart lies determines its data:

Band The chart shows
ReportHeader or ReportFooter all data of the report — as in the templates
Group header or group footer only the data of the respective group; myContactCenter sets this up itself
Detail one chart per data row — not useful for evaluations

With GroupTime as the argument, the time axis follows the Time group base and the Time group count when the report runs; myContactCenter overrides a division of the axis that you set in the Chart Designer. It labels values from duration fields as durations and translates conversation types.

Cross tabs

A cross tab summarizes values in two directions, for example connected conversations per skill and weekday, and calculates the totals of the rows and columns by itself.

  1. Drag Cross Tab from the toolbox into the ReportHeader or the ReportFooter.
  2. Drag fields from the Field List onto its cells: the field for the rows, for example SkillName, onto the row header, the field for the columns, for example ConversationStartTime, onto the column header, and the value, for example IsConnected, onto the data cell. Under Properties, they are called Row Fields, Column Fields and Data Fields.
  3. For the column header, set the Group Interval, for example the weekday, and for the data field the Summary Type, for example the sum.

myContactCenter does not prepare a cross tab: durations remain seconds, conversation types remain untranslated. Convert durations via the Field Expression of the data field, for example [TotalConnectDuration] / 60 with the format {0:n1} for minutes.

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