By utilizing the Guided Interaction Response Log Explore in SC Analytics, users can build reports that mimic the flow of a Guided Interaction (formerly known as a script), along with any data collected.
For this, you will need logins for both SC ACD and for SC Analytics.
1. Create Report
- Click Explore, and then choose Scripter Response Log
- Choose the dimensions you wish to FILTER your report by
- Calls/Call Date
- Agents/Agent Name
- Browse and click to add the dimensions you want to add to the report
- This is where you will need to have the SingleComm Scripter open and viewing the fields that are used in the script.
- This can be done by stepping through the slides on the Script Graph, or by viewing a list of fields on the CommFlow (Session Fields)
Be mindful of the number of fields!
Scripts can be large, and contain multiple slides and up to 50 Custom-Standard fields in addition to Standard and Non-Standard fields. To prevent excessive scrolling, it is suggested to use either a smaller script with fewer fields, or to add only relevant fields to the report.
- Explore the Script Response Log and click to add the fields from the script
Remember that you can Search for the specific fields you want to include!
*Custom Standard field dimensions are located under Scripter Custom Fields
- Once selected fields are added, Run the report to ensure that data is present
*It is recommended to Save the report periodically during the creation process.
2. Customize Report
Any script that contains Standard Fields will display the column header as the set Standard Field label:
However, any script using Custom-Standard Fields will display the "Fieldxx" label, which does not offer information about the data provided:
These custom-standard field headers can easily be customized.
- Click the Edit dropdown at the top of your report's Visualization
Script data is best viewed using the default Table Visualization.
- Click the Series tab to view the dimensions (script fields)
- Click the arrow next to the field you wish to edit
Keep the Scripter open in a separate tab if you have have multiple fields to reference!
- Type the label of the custom-standard field that was used in the script
- Repeat this for all other custom-standard fields
- Close the Edit dropdown
- Save the report
Now when the report is viewed or sent out, the custom headers will appear and the report reader will have all of the info needed to easily make sense of the data that is presented.