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Create a Report

You already have tried running multiple reports, but no report contains all the data you want. Did you know that you can combine two reports? Let's work through a use-case so you can see an example of how it can be done.

You decide that you want an Agent-based report that combines the metrics from two different reports: Agent Statistics and Agent Utilization reports. These reports have a common Agent attribute, so they can be combined.

Using the steps below, you can add the reports to the Dataset Objects, and select the attributes and metrics you want to see in your report.

When combining two reports, you need at least one common attribute (for example, Requested Skill or Agent).

Add the first report


Add the first report (Agent Statistics) to the Dataset Objects.

  1. To begin, click My Reports.

    Click the New Dashboard icon on the left-side.

  2. Select Shared Reports in the drop-down.

    Browse to MSTR Folders, VCC, Voice, and select the Agent Statistics - Day report.

    Click Next.

  3. Select a timeframe.

    Click Run Dashboard.

The Agent Statistics report is now located in the Visual Insight Dashboard.

Add the second report


Let's add the second report (Agent Utilization) to the Dataset Objects.

  1. Click the Add Dataset icon from the toolbar.

  2. Select My Reports in the drop-down.

  3. Browse to MSTR Folders, VCC, Voice, and select the Agent Utilization report.

  4. Click OK.

Both the Agent Statistics and the Agent Utilization reports are now located in a drop-down menu in the Dataset Objects.

Create a custom dashboard


Create a custom dashboard from the two reports.

Select items from the Agent Statistics report

Let's start with the Agent Statistics report selected in the Dataset Objects drop-down menu.

  1. Click the Agent attribute in the left side to add it to the grid.

  2. Next, click Agent Calls metric to add it to the grid.

Select items from the Agent Utilization report

  1. Now, select the Agent Utilization report from the Dataset Objects drop-down menu.

  2. Click the Busy Duration metric to add it to the grid.

Add other items to your grid

You can add items from the two reports to the grid that you'd like to see, such as a custom metric to meet your specific business needs.

Save or Export the dashboard


Once you finish creating your report on the dashboard, you can save or export it.

Save the dashboard

  1. Click the Save As... icon on the toolbar.

  2. Enter a new name in the Name text box, such as Custom Report - Agent Statistics & Agent Utilization.

  3. Click OK.

Export the dashboard report as a PDF

  1. Click the drop-down arrow in the upper right corner of the dashboard.

  2. Select Export from the drop-down menu.

  3. Choose PDF.

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This page was last modified on 3 October 2016, at 04:55.