About Analysis in Historical Reporting

The purpose of Analysis is to easily visualize and understand your data. Analysis consists of data sets, which are groups of measures and attributes that can be used together. You can start with any of the available data sets and select the measures and attributes you want to use. From your configured data, you can create visualizations (charts, crosstabs, tables, and KPIs) to save and add to dashboards or reports.

You can use global and local filters to restrict the data you want included (for example, the queues). As a result, anyone who interacts with the visualizations in a report or dashboard is limited to what you've selected.

Data sets are named according to the standard report that uses them. For example, the Interaction Detail data set is what is used in the Interaction Detail standard report. All the columns available in the Interaction Detail report are included in that data set. The data set also includes additional measures and attributes that can be used together. In addition to the data sets that are used in standard reports, there are data sets with raw data. Some of these raw data sets can be joined to other data sets:

Raw data sets that can't be joined:

  • Agent Interval
  • Agent Session

Raw data sets that can be joined:

  • Interaction
  • Interaction Agent
  • Interaction Queue
  • Interaction Segment
  • Script Detail
  • Script Time Detail

Before You Begin

To create an analysis, you must have the following:

  • Historical Reporting enabled for your tenant. 

    Please contact your account representative for more information if this is not currently enabled.

  •  A role that has the CONFIG_REPORTING_BI_VIEW permission.

Where to Find It

To find the Analysis section:

  1. Go to Reporting > Historical Reporting.
  2. In the sidebar, click Analysis ().

Setting Up an Analysis

Within the Analysis that you create, you can do the following to select and visually represent data:

  1. Select a data set and the columns (measures and attributes) that you want to use.
  2. Create additional charts and crosstabs to visualize the data.
  3. Save the visualizations to the Visual Gallery.

After you save visualizations to the Visual Gallery, you can add them to reports and dashboards.

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