Different Report Types

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This article explains the different report types, and the fields/parameters that need to be made available when setting them up.

When configuring the pages of a report, the required fields/parameters depend on the chart type chosen from the Chart dropdown.


It is important to set up your chosen chart type using the right combination of field selections, in order for the report to be correctly generated. These fields are:

Level Organisational level to be presented. Options are Agent, Team, Survey, Metric, Response, or Custom.
Period The time period by which data will be displayed i.e. data relating to a particular day, month, etc. Options are Day, Week, Month, Year, or Total.
Period interval

The number of periods you would like to go back to extract data from. For example, if the period is set to Month, and it is currently January:

  • If the interval is set to 1, the report will show data from the previous month, December. 
  • If the interval is set to 6, the report will show data from the month 6 months prior, July.
Org entities (Teams and Agents) Select the required entities by checking the relevant checkbox.
Surveys Select the required survey(s) by checking the relevant checkbox.
Metrics Select the required metric(s) by checking the relevant checkbox.
Performance fields Used for creating reports from CX-Ops data.


Chart Types and Field Selections

The section below describes each chart type and its required fields/parameters. 

Note that Period and Period interval are required fields for all chart types.


Powerpoint and PDF Charts

Summary report

Summary PDF report that will give any stakeholder in your business an overview of the scores you are receiving. Can be grouped by team, user, survey, or metadata field (I.e., client, country). 

Count of Scores
Barchart that displays how many times an agent/team/department has had a specific score for a specific factor. The criteria can refer to multiple factors or scores (e.g. how many times each team has scored a 1 for both Knowledge and Engagement).

Required fields: Level, Teams/Agents, Surveys.

Matrix Chart
Scatterplot of agents/teams/departments based on scores for 2 factors or KPIs. Uses measures from CSAT and performance modules.

Required fields: Level, Teams/Agents, Surveys.

Movement of One Factor graph
Barchart that compares scores for one factor with the previous period.

Required fields: Level, Teams/Agents, Surveys, Metrics.

Movement of One Question graph
Barchart that compares scores for one question with the previous period.

Required fields: Level, Teams/Agents, Surveys, Metrics.

NPS Response Distribution - by Grade
Barchart that shows the volume of NPS scores distributed by scale.

Required fields: Level, Teams/Agents, Surveys.

NPS Summary Graph - by Entity
Shows NPS by agent/team/department on a stacked bar chart that shows % distribution by score.

Required fields: Level, Teams/Agents, Surveys.

NPS Summary Graph - by Survey
Shows NPS by survey on a stacked bar chart that shows % distribution by score.

Required fields: Teams/Agents, Surveys.

Single Factor with 1-5 Score Distribution - By Entity
Shows any factor by agent/team/department on a stacked bar chart that shows % distribution by score.

Required fields: Level, Teams/Agents, Surveys, Metrics.

Single Factor with 1-5 Score Distribution - By Survey
Shows any factor by survey on a stacked bar chart that shows % distribution by score.

Required fields: Teams/Agents, Surveys, Metrics.

Single Question Pie Chart
Pie Chart showing score distribution for a question.

Required fields: Teams/Agents, Surveys, Metrics.

Single Question Summary - By Entity
Barchart showing the summary of a single question, broken down by organisational entity.

Required fields: Level, Teams/Agents, Surveys, Metrics.

Single Question Summary - By Survey    
Barchart showing the summary of scores for a single question, split by survey.

Required fields: Teams/Agents, Surveys, Metrics.

Single Question Summary Benchmark
Barchart showing the summary of a single question, with Benchmark.

Required fields: Metrics.

Single Question Summary - By Weekday
Barchart showing the summary of a single question, by weekday.

Required fields: Level, Teams/Agents, Surveys, Metrics.

Summary graph over multiple factors - By Entity
Barchart for multiple factors, filtered by Organisation Unit.

Required fields: Level, Teams/Agents, Surveys, Metrics.

Summary Graph over multiple questions - By Survey
Barchart for multiple factors, filtered by survey.

Required fields: Teams/Agents, Surveys, Metrics.

Summary Graph With One Performance Metric
Barchart showing the summary of one Performance Metric.

Required fields: Level, Teams/Agents, Metrics.

Top Entities Table per Factor or Performance Metric
Table showing top Entities per Factor or Performance Metric.

Required fields: Level, Teams/Agents, Surveys, Metrics.

Trend Graph Over Multiple Factors
A line graph detailing the movement of scores for multiple factors spanning a set time frame.

Required fields: Teams/Agents, Surveys, Metrics.

Trend Graph over Multiple Questions
A line graph detailing the movement of scores for multiple questions spanning a set time frame.

Required fields: Teams/Agents, Surveys, Metrics.

Trend Graph Over One Performance Metric
A line graph showing the trend of one Performance Metric.

Required fields: Level, Teams/Agents, Metrics.


Excel and CSV Charts

Table with Social Messages - Summary
Table showing social messages' average sentiment.

 

Table with Social Messages
Export of all social messages from within the period, including associated data such as time, customer info, etc.

 

Table with Response Rates
Table showing the Response Rate(s) for the selected survey(s).

Required Fields: Levels, Teams/Agents, Surveys

Table report
Custom table export of the selected fields/parameters.

No Required Fields (custom report).

 

Field Selections summary

The table below shows a summary of  what fields/parameters need to be made available when setting up a report with each chart type. An ‘x’ means this field is required for the relevant chart type.

Note that Period and Period interval are required fields for all chart types.

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