Create Detailed Report

A detailed report helps get a complete picture of contact center work for the needed period. This instruction will show how to configure a report with needed metrics and parameters to get all necessary information for analysis and decision-making.

When Needed

  • You need to analyze team work efficiency for a period.
  • You need to prepare a report for management with key metrics.
  • You want to research trends and patterns in system work.
  • You need data for making decisions about process optimization.

What's Important to Know

  • Detailed report — comprehensive analysis of contact center work with metrics, charts, and tables.
  • Metrics — efficiency indicators displayed in the report.
  • Period — date range for which data is collected.
  • Report tabs — different types of reports in the Statistics module (operators, dialogues, topics, clients, etc.).

Prerequisites

  • You are logged in with analyst or supervisor rights.
  • You have navigated to the Statistics module via Apps -> Statistics.
  • You have access to data for the needed period.

Step-by-Step Instructions

  1. Select the needed report tab in the Statistics module:
    • Operators — statistics on operator work.
    • Dialogues — analysis of requests and dialogues.
    • Topics — statistics by request topics.
    • Clients — client base activity.
    • Funnels — conversion by funnels.
    • Dashboards — interactive Metabase dashboards.
  2. Select the period for analysis in the date filter — select start date and end date or use ready periods.
  3. If needed, configure additional filters:
    • Operators or skill groups to analyze specific teams.
    • Communication channels to focus on specific messengers.
    • Topics or tags to search for specific requests.
  4. If you need statistics for all bots, enable the "Filter by all bots" toggle.
  5. Click the "Create Report" or "Apply Filters" button — the system generates a detailed report with all metrics and data.

What Happens After

The system forms a detailed report with selected metrics, charts, and tables. You will see complete information for the selected period, which can be used for analysis and decision-making.

How to Verify It Worked

  • Check that the report contains data for the selected period.
  • Make sure all needed metrics are displayed.
  • Check that filters are applied correctly and data matches selected parameters.

Other Methods

  • You can combine multiple tabs for comprehensive analysis.
  • Use different periods to compare trends.
  • If needed, export the report to a file for further analysis.