SingleComm provides the convenience of connecting to Analytics from inside the ACD (SC ACD). While the available features are not as comprehensive as that of the SC Analytics platform, many users will find this direct access to reports and explores to be useful. This article answers the following questions:
Before you start: Your SC ACD account must be linked to SC Analytics using a designated API. Currently, this is being done by SingleComm. If you are adding a new user, or believe your account has not been granted the proper permissions, please contact your AE.
There are two types of accounts: Viewer and Super User. The following is an overview of what is available to all users. In the event a feature is only accessible to a super user, it will be noted.
1. How Do I Connect?
- Log in to SC ACD using your Username and Password
- Click the new menu item called Reports in the left-hand navigation bar
*Your available options may differ
2. What Can I Do?
As mentioned, there is nothing available in the SC ACD embed that is not available on the SC Analytics platform, however there are actions and features on the platform that may not be accessible while logged in through SC ACD.
For more details about the standard reports listed below, please refer to the article on Standard Dashboards.
Viewing a Report
Defaulted to the Report Home tab, there are 6 reports* available here:
*These are the same 6 reports (dashboards) available on https://analytics.singlecomm.net
- Agent KPIs
- Measures all Key Performance Indicators for every agent on the current day
- Visualization type= table
- Filters on this dashboard that can be modified* include:
- Call Date
- Campaign
- Number Group
- Agent Name
- Program
- Agent ID
- Direction
- Disposition
- Disposition Category
*If filters are modified, the changes WILL NOT be saved once you exit the report. If you would like to regularly run
- Average Orders
- Measures the last 7 days worth of calls across all programs
- Visualization type= map regions chart
- Filters on this dashboard that can be modified include:
- Call ID
- Program
- Number Group
- Campaign
- Direction
- Agent ID
- Agent Name
- Order Status
- Disposition
- Disposition Category
- Call Detail
- Measures the individual components of the current day's calls across all campaigns
- Visualization type= table
- Filters on this dashboard that can be modified include:
- Call ID
- Call Date
- Campaign
- Number Group
- Agent Name
- Program
- Agent ID
- Direction
- Disposition
- Disposition Category
- Call Summary
- Measures multiple metrics for the current day's calls and provides current running totals for all campaigns
- Visualization type(s)= single value charts, bar chart, funnel chart, column chart
- Filters on this dashboard that can be modified include:
- Call Date
- Campaign
- Number Group
- Agent Name
- Program
- Agent ID
- Direction
- Disposition
- Disposition Category
- Day of Week Trend
- Measures the call trend of the last 7 days worth of calls across all campaigns
- Visualization type(s)= line charts, table
- Filters on this dashboard that can be modified include:
- Call Date
- Campaign
- Number Group
- Agent Name
- Program
- Agent ID
- Direction
- Disposition
- Disposition Category
- Hourly Trend
- Measures call totals from the current day only, across all campaigns
- Visualization type(s)= line charts, table
- Filters on this dashboard that can be modified include:
- Call Date
- Campaign
- Number Group
- Agent Name
- Program
- Agent ID
- Direction
- Disposition
- Disposition Category
Notice that once a report is open, the tab switches from Report Home to Browse Reports
Common Dashboard Settings
Within the Browse Reports tab, the following common settings are available:
- Dropdown list to browse for other available reports
*This list will be comprised of all 6 standard dashboards plus the individual looks that they are made from and any other looks that you have saved in your personal or shared space.
- Title of report that is currently being displayed
- List of filters in use on the current report
*Click to expand/view/modify the list of filters. Changes can be made and the report can be run again, but changes here will not be saved. - Timestamp showing last time the report pulled data for the current report
- Time zone
*Click the dropdown to change the time zone. American time zones are listed first, followed by world time zones in alphabetical order. - Settings button
- Download as PDF
- Download a snapshot of the on-screen data as a PDF, or Single Column PDF
- Open in Browser to view the PDF before saving
Are you trying to download all of the data from a Look? This option only captures what is shown on the screen. If your report contains tables that require you to scroll down, the data that is not displayed will NOT be included in the PDF. To save all of the reported data, it is advised that you use the Download Data option (below) on the individual looks instead.
- Schedule*
- Set the filters, destination, format, etc. of a scheduled report *Schedule feature from SC ACD is only available to Super Users.
For more information, including a step-by-step on creating a scheduled report, click here.
- Set the filters, destination, format, etc. of a scheduled report
- Download as PDF
7. Run button
8. More Options menu [available for each individual look contained within the report]
*Hover your mouse in the top right corner of the look to make the button appear, then click it to access the following options:
- Explore From Here
- View the look setup via explores. For more information on explores, click here.
- Download Data
- Save the data from this look. For more information on downloading, click here.
Discover Reports
From the main Reports page, all users have access to the following:
- Explore Your Data
- Begin a data drill down starting with any of the available Explores
- Most Popular
- List of the most-viewed reports by ay user
- Recently Viewed
- Lists reports with the most recently accessed at the top
At this time, superusers can only save reports on the SC Analytics platform.
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