Configuring Data Sets for Analysis in Historical Reporting

Before you can create a report or dashboard, you must select the data that you want to analyze. In Analysis, you can select a data set and then choose which measures and attributes you want to use. 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.

From this configured set of data, you can create and save visualizations to use in custom reports and dashboards. If you need to restrict the data that other users can see when they view these visualizations on reports and dashboards, you can use filters.

To create an analysis, you must have one of 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.

Creating a New Analysis

  1. Go to Reporting > Historical Reporting.
  2. In the sidebar, click Analysis ().
  A new analysis set is auto-saved at this point. If you leave Analysis, an analysis set called Untitled Analysis is saved to the Home page.

Defining the Analysis' Settings

  1. Rename the data set.
    1. Next to Untitled Analysis, click the gear ().
    2. Click Rename.
    3. Enter a name.
    4. Click Save.
  2. Configure the global filters that you want applied to the data you are retrieving
    • Tenant: By default, your current tenant is selected. Any of your current tenant's child tenants are listed and available to select.
    • Timezone: The timezone for timestamps to be in and for the dates selected in filters.
    • Date: The date or date range for which you want to retrieve data.
    • Group: By default, no group filter is applied. Click the drop-down menu and select the checkbox next to the values that you want retrieved.

    • Skill: By default, no skill filter is applied. Click the drop-down menu and select the checkbox next to the values that you want retrieved.
    • Direction: The direction of the interaction: inbound, outbound, or agent initiated.
    • Channel: The medium of the interaction - for example, email, voice, messaging, SMS, or work item.
    • Flagged: Flagged interactions may have missing data associated with them.
  3. Learn more about configuring each of these filters in About Filters.
  4. To apply these filters, Click Apply.

Selecting Data Sets and Columns

  1. From the Select Data drop-down menu, select the data set you want to use.
  2. Select the checkboxes next to the attributes and measures you want included. Clear the checkboxes next to any attributes or measures you don't want included.

    By default, the attributes and measures included in the standard report by the same name are selected.

  3. Click OK.

    A table of the data is added below the data set configuration. You can save the table to the gallery so you can add it to reports and dashboards.

  4. Optionally, click the gear to:
  5. Optionally, add charts, formulas, local filters, and crosstab reports using the set of data that you configured.

Reloading Data

The table of data can be reloaded in Analysis if you would like to make changes to the filters and refresh the table data accordingly. A timestamp shows next to the Reload button in UTC time to indicate the last time the table was refreshed.

  1. To reload data, click Reload.

This timestamp will always appear in UTC time. The reload UTC timestamp does not affect your data timestamps or the selected timezone filter.

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