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Softdial Reporter™ 5 - Widget Settings

Data Tab

The Data tab is used to select the exact data on which you would like to report, and specify its configuration. The Data tab can be found in the Settings dialogue for all widgets except IFrame and HTML (which cannot visualise SCC reporting data).

Fig. 1 - Data Settings (for a table)

Possible settings are described below. The display of some fields is conditional, as indicated below.

Show data settings

Field

Displayed only when...

...is set to...

Description

Report on:

Select the desired category of data. For details of the available categories, either

see Reporting Data, or
in Reporter 5, view The KPIs Dialogue

For User/ Queue/ Agent/ Campaign:

Breakdown by

Set of KPIs

Select which user/ queue/ agent/ campaign you wish to report on. The drop down is populated according to the option selected in the Report on field.

Breakdown by:

not Static reports

Select from:

User:
Shows the values of the selected KPIs for each user.
Inbound Queues:
Shows the values of the selected KPIs for each queue.
Agents:
Shows the values of the selected KPIs for each agent.
Outbound Campaigns:
Shows the values of the selected KPIs for each campaign.
Set of KPIs:
Shows the value of each selected KPI for a single selected item.
Distinct values:
For KPIs with a finite set of distinct values (e.g. current state), shows a count of each value.
Time (available only for line/ area charts):
Produces a chart showing changes over time for the KPIs of one selected item. This breakdown is created client-side and data will reset every time the widget is reloaded.
Name:
Produces a chart listing each of the items by name in the bottom axis. You can report on multiple KPIs for a list of items.

Show KPIs:

Breakdown by: (for Static reports of type Summary only)

Select the KPIs that you want to report on.

The list of available KPIs is populated according to the item selected in the Report on field.

To hide KPIs for AO, DO or OC

From V10.7.1417 - as the number of KPIs in the following groups can be quite large, it may be desirable to prevent them from appearing in the list. This can be achieved by setting their corresponding config settings to true.

KPI group	Config setting
Agent Outcomes (AO)	AgentOutcomeMappingsDisabled
Dialing Cycle Outcomes (DO)	DialingCycleOutcomeMappingsDisabled
Outcome Categories (OC)	OutcomeCategoriesMappingsDisabled

If disabled, any existing reports containing these KPIs must be reworked.

See the RVReports Configuration file.

To select a KPI, click and drag it from the left side (Available) to the right (Selected).
To unselect a KPI, click and drag it from the right side (Selected) to the left (Available).

To position Items in the Selected list, either

drag from the left and drop in a particular position, or
select the item in the Selected list, and use the move up/ down arrows in the bar labelled Show KPIs

The Available list is sorted in alphabetical order. However, to aid searching for a particular KPI in a long list, in the field marked Search to Narrow Results..., enter some text. The list is then restricted to KPIs with a name containing the search text.

Fig. 2 - KPI List (for a table)

Show count of each:

Breakdown by

Distinct values

Select the KPI that you would like to see split by distinct values.

Group by:

Static reports of type Detail only

Optional -

To add a grouping, select a data item to group by. This does not have to be a KPI selected for display
To remove a grouping, delete any text in the field. By default, the field is empty (no grouping)

Sort by:

Static reports of type Detail only

Optional -

To add a sort:
1. Select a data item to sort by. This does not have to be a KPI selected for display
2. Select the sort direction (Ascending / Descending)
To remove a sort, delete any text in the field. By default, the field is empty (no sorting)

Time Range:

The timespan for which the report is displaying data. Options include

Relative - Sets the report to be accurate to only the last 5 minutes (currently the only option)
Absolute - Allows the setting of a start point (the From: field) and an end point (the To: field) for the report.
Start of Campaign - Sets the time to the timestamp the campaign was initiated.
Today
This Week
This Month
Last 30 Days

Last:

Time Range

Relative

The period over which the data is to be selected. (Currently, 5 minutes is the only option).

Time from:

Time Range

Absolute

The period at which the data is to be selected from (preset at campaign start time). Also contains a pop out calendar to set the date and time instead of manually typing it in.

Fig. 3 - Calendar Settings (for a table chart)

From:

Time Range,
Static reports of type Detail only

Absolute

Select a start time for the report

To:

Time Range,
Static reports of type Detail only

Absolute

Select an end time for the report. To include the most recent data:

check the To Now box
manually refresh the report

Campaign start:

Time Range

Start of Campaign

Select the start time for a particular campaign.

Refresh rate:

not Static reports

How often the data is requested from the server. The options include:

Default (3 seconds)
5 seconds
10 seconds
30 seconds
1 minute
5 minutes
10 minutes
30 minutes
1 hour

Layout:

Static reports of type Summary only

Presentation options are:

Simple
Grid

Their differences are as follows:

Feature	Simple	Grid
Summary levels	Not collapsible	Collapsible - click on the +/- buttons to the left of each breakdown level
Sort by column	Sorted alphanumerically by each level of breakdown. Cannot be changed.	Sortable - click on the column header