Configuring Reports
You can create, edit or copy reports by navigating to "Reports" on the sidebar. You can create a new report by clicking on "Generate Report". On each report tile you'll see options for editing or copying the report

Clicking into the reports configuration will show you a form as shown below. The sections below describe what each of the fields means

General
In the general section, you can define
Field Name | Description | Character Limit |
---|---|---|
Report Name | Pick a name for your report | 35 characters |
Report ID | A report id is auto-suggested as you type in a report name. The id should be unique and can only be edited for a new report. Once a report is saved, the id cannot be edited | 35 characters |
Description | Add a description for your report | 300 characters |
Breakdown Selection
For each report, you can pick one breakdown. It determines whether your report is broken down by records, agents, accounts or tags. In this section you can select:
- Breakdown type from a dropdown list
- Breakdown columns:
- Auto-selected columns:
- Record: a column that displays the record information for each row. Auto-selected when a record-based breakdown is selected
- Agent: a column that displays agent information for each row. Auto-selected when an agent-based breakdown is selected
- Guest: : a column that displays guest information for each row. Auto-selected when a guest-based breakdown is selected
- Org: : a column that displays account information for each row. Auto-selected when an account-based breakdown is selected
- Tag: : a column that displays the tag information for each row. Auto-selected when a tag-based breakdown is selected
- Optional columns:
- Message count: Count of messages in a record. Only applicable to Record Breakdowns
- Record count: Count of records for a particular contact, account or tag
- Auto-selected columns:
Score Selection
In the Scores section, you can add new scores and select columns you want to view in the report for each score.
Column Name | Description |
---|---|
Count | The total number of records reflected in a row |
Mean | The average score across all records in a row |
Median | The median score value across all records in a row |
95th Percentile | 95th percentile value of the score across all records in a row |
Total | The sum of values across all records in a row |
Scored Records | The number of records with at least one factor impacting the score for that record. Eg. you may want to use this column for a product friction score where in a particular row you may have a 100 total records but only 5 records with product friction signals. |
Scored Records (%) | The % of records that are scored (records with at least one factor) |
Scored Mean | The average value across all the scored records. |
Verbatim | Snippets from customer conversations impacting the score |
Flags | A flag is activated if the percentage of entries that fall within a particular range is higher (or lower) than a given limit |
Updated about 1 year ago