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

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

Insights Configuration

Clicking on Add Insight gives you two options

Outlier: outlier modules track score-columns that go outside a configured threshold, (e.g. average Predicted CSAT for voice calls being low <50)
Tier Outlier: Tier outliers track % records in a row crossing a threshold (eg. # of LOW predicted CSAT records is over 20%, where LOW = a score tier, and predicted CSAT = score)

For Outlier you'll see the following additional configuration fields

Score: Select a score referenced by the report
Score Column: Score aggregate (mean, total etc) to target in an insight. The following columns are supported
- Mean
- Scored Mean
- Total
- Mean Trend
- Scored Mean Trend
- Total Trend
Thresholds (one is required)
- Low threshold: triggers an insight if the column value is lower than this threshold
- High threshold : triggers an insight if the column value is higher than this threshold
Pipeline ID: list of macrosummary ids you want displayed in the insight. The card will use first available macrosummary from this list
Seasonal Comparison: If you've selected a trend column (eg. mean_trend), the insight will compare current time period with a time period that depends on the granularity selected
- if granularity selected = days, the insight will compare trend between current day and the same day last week (Tue vs. Last Tue)
- if granularity selected = weeks, the insight will compare trend between current week and the same week last year
- similarly for months and quarters

For Tier Outliers you will see the following fields

Score: Select a score referenced by the report
Tier: Tier being targetted (eg. Low Tier for Predicted CSAT score)
Thresholds (only one is required)
- High
  - if Trend = false, trigger insight if tier percentage is higher than specified
  - if Trend = true, trigger insight if change in tier percentage points is higher than specified here (% points)
- Low
  - if Trend = false, trigger insight if tier percentage is lower than specified
  - if Trend = true, trigger insight if change in tier percentage points is lower than specified here
Pipeline: list of macrosummary ids you want displayed in the insight. The card will use first available macrosummary from this list
Trend: True or false
Seasonal Comparison: If you've selected a trend = true the insight will compare current time period with a time period that depends on the granularity selected
- if granularity selected = days, the insight will compare trend between current day and the same day last week (Tue vs. Last Tue)
- if granularity selected = weeks, the insight will compare trend between current week and the same week last year
- similarly for months and quarters