Viewing Reports

Reports Overview

Key elements of viewing and interacting with a report are described below:

Time period selector: Reports are responsive to the search criteria. In the example above the search period is "Last 4 weeks" grouped by weeks. In this case, the report is generated for 4 weeks and you can use the selector next to the report title to change the week.
The left side of the report shows the Breakdown columns. Each report can be broken down by Records, Accounts, Individual customers, Agents, or a list of Tags
On the right of the breakdown columns you can see Score columns. Each score in the report can have one or more columns. Possible columns are described in the section below.
You can sort by any one of the columns shown by clicking on the column header
When the report contains a flag column, you can hover on the flag icon to view the reason it was generated

Each score can have one of the following columns:

mean: the average score across all records in a row
count: the total number of records reflected in a row
p95: 95th percentile value of the score across all records in a row
median: the median score value across all records in a row
verbatim: snippets from customer conversations impacting the score
flag: A flag is activated if the percentage of entries that fall within a particular range is higher (or lower) than a given limit
total: the sum of values across all records in a row
scored: the number of records with at least one signal
engagement: the % of records that are scored (records with at least one signal)
sentiment: the average value across all the scored records