Viewing Reports in SC ACD

Users also have the ability to view reports from Analytics while logged into the ACD.

This article covers: 

1. Accessing the Reports
2. Report Home
   • Standard Reports
   • Discover Reports
3. Browse Reports
4. Agent Dashboard

1. Accessing the Reports

• Log in to SC ACD
• Click Reports in the left-hand navigation bar
  

Don't see the Reports option? The account used to log in may not be part of the correct User Group, or may be missing permissions. For step-by-step details on how this is done, click here.

2. Report Home

• Standard Reports
  • The same 6 standard LookML dashboards that are available on the SC Analytics platform are also available here:
    • Agent KPIs
      
      
    • Average Orders
      
      
    • Call Detail
      
      
    • Call Summary
      
      
    • Day of Week Trend
      
    • Hourly Trend
      
  • Clicking any of the above will open that dashboard in the Browse Reports tab

• Discover Reports
  • Explore Your Data
    • Displays the top 3 Explores for drilling into data types:
      -Agent Log
      -Calls
      -Orders
  • Most Popular
    • Displays the 3 most-viewed reports
  • Recently Viewed
    • Displays the last 10 viewed reports

3. Browse Reports

Click on the Browse Reports tab to access the Report Viewer

Any dashboard, explore, or report that is viewed will automatically open in this tab. From here you can:

• Choose Your Report: click the dropdown to browse a list of dashboards, explores, and anything saved to your personal space
  
  *You can also type in the text box to narrow down the list of reports by name.
• From within any dashboard:
  • Settings icon
    
    
    • Download as PDF (all users)
    • Schedule (superusers only)
      For more information on scheduling reports, click here.
      
  • Menu icon
    
    • A list of shared spaces will be listed. Click any of them to explore further.
      
      
• From within any explore:
  • Settings icon
    
    
    • Save as a Look (superusers only)
    • Download
      
      Saves as any of the supported formats:
      
    • Save & Schedule (superusers only)
    • Save & Add to Dashboard (superusers only)
    • Remove Fields & Filters (all users) resets the parameters of the current explore
    • Clear Cache & Refresh (all users)
      
      
  • Menu icon
    
    
    
    • Your personal space will be listed, along with a list of all Looks that have been saved there. Click any of them to explore further.

 4. Agent Dashboard

Users can also view a customized version of the Agent Dashboard LookML report. Access to this standard report differs based on SC ACD privileges, and does not require the user to have SC Analytics Report Access. This dashboard is not housed within Reports, but in a separate location.

• Click Agent Dashboard in the left-hand navigation bar
  
  
  
• Supervisors will see a table of live agent performance data.
  
  
  
• Agents will also see the above report but with only their agent name and their personal agent dimensions and measures.

 
**When viewed from within SC ACD, The Agent Log (bottom half) portion of the Agent Dashboard can only be filtered by Date and should use the same filter fields as Agent Performance (top half) portion of the dashboard. Each look can be filtered independently from the SC ACD platform.