Analytics Metric Comparison Report

Required permissions:Report Viewer, Analytics Metric Comparison

Required Employee Settings: Can View BI Reports

The Analytics Metric Comparison report helps supervisors or managers compare analytics metrics over different periods of time. The report displays the changes for any analytic metric at the category, team, or agent level.

You can drill down to analyze interaction details and discover causes for similarities and differences between time periods.

This report is an advanced Business Intelligence (BI) report. BI reports allow you to perform actions such as drilling down to more details or grouping and exporting data.

The data for this report refreshes every hour. Date and time are displayed in UTC (GMT time zone).

To access and run this report:

  1. Go to Reporting > Prebuilt Reports.

  2. Select the report you would like to run from the list.

  3. Complete the report prompt. The available steps and options will vary for each report.

  4. Click Run.

Note that you cannot use Re-Prompt Funnel in front of a piece of paper with the top right corner folded down. to make changes to the parameters of this report. There is no report prompt because it includes data for all skills by default. You can filter the report data to change what displays.

For most reports, you can filter the report data using a variety of parameters. You cannot use filters to change certain parameters you selected on the report prompt. However, you can use Re-PromptFunnel in front of a piece of paper with the top right corner folded down. to change the parameters of the report.

  1. To change report parameters click Re-Prompt Funnel in front of a piece of paper with the top right corner folded down..

  2. Edit the parameters you want to change. For example, if you want to change the time period you selected before, set Time Period to the new desired range.

  3. When you are finished changing the report parameters, click Run.

When selecting prompt parameters for this report, you can only select one dataset to analyze at a time.

Clarissa Dalloway manages teams of agents. She wants to view and compare % Positive Client Sentiment from last July with last August.

Clarissa opens the Analytics Metric Comparison report and selects the time periods she wants to compare. She defines the Dataset Name, Channel Type, Teams, and Skills, then clicks Run.

In the report, Clarissa selects the % Positive Client Sentiment from the Metrics list to see data at the agent level. The report shows the agent names, client sentiment score for each selected period, and the difference in the sentiment score. She notices that one agent has a much higher % Positive Client Sentiment in July than in August. She can click the agent's name to drill down further. On the Interaction Details page, she can see all interactions handled by that agent and try to identify the cause of the change.

Metric Comparison Widget

The Metric Comparison widget displays scores and percentages for the selected time periods. These scores and percentages highlight the difference in performance for the selected analytics metric. You can view the data at agent, category, or team level. The values change every time you select different date ranges.

By default, the report displays data for the Total Interactions metric by Category.

Clicking the level name of a team, agent, or category opens the Interactions Details page.

Column Details
Time Period 1 A score that indicates the performance in the selected metric for the first time period you specified.
Time Period 2 A score that indicates the performance in the selected metric for the second time period you specified.
Difference (Time Period 1 - Time Period 2) A whole number value indicating the difference in performance for the selected metric between the two time periods.
Difference Percentage A percentage indicating how different the performance was for the selected metric between the two time periods.

Interaction Details

You can click on a team, agent, or category to display analytics statistics for each interaction for that team, agent, or category.

By default, this page shows interaction details for Time Period 1. You can click Time Period 2 to see interaction details for that period. By default, the filters display All data for the Team, Agent, and Category fields. However, the data is displayed only for the selected level. You can adjust the data displayed by checking boxes in the Category, Team, and Agentdrop-downs.

The page includes the following details for each interaction:

  • The type of interaction.

  • The start time and duration of the interaction, including total length of silence in the interaction.

  • The agent and client sentiment. Possible sentiments:

    Positive

    Negative

    Mixed

    Neutral

  • Client frustration level. Possible values:

    High

    None

Click Play to play back the interaction.

This page displays only the recent 1,000 interactions.