Create a report (App)

This article explains how to create a report in App.

In this article

Overview

Before reading this article, make sure you’ve reviewed the following articles that generally explain analytics and reporting:

• Overview: Analytics workspace (App)

• Overview: Fundamentals of reporting (App)

A report is a request to a database to retrieve specific pieces of information. 

This article will explain how to create a report in App by walking through an example scenario.

Suppose you’re managing a team of queue users in a call center. You want to make a simple report to show you all of the interactions currently in a status of “open”. You could accomplish this by making a report that shows you all interactions with a status of “open.”

For this scenario, you’ll create a report with the interactions data source as the foundation for the report.

Steps

1. Log into App at app.avaya.cx.

2. Click the Analytics icon in the left sidebar to navigate to the Analytics workspace.

3. Click the New Report icon in the top-right corner of the screen.

4. A window will appear asking you to provide information to create your report.

5. For this scenario, provide the following pieces of information:

• Report Name: Open Interactions (or any name you'd prefer)

• Data Source: Interactions

• Template: Because you're building a report from scratch, you don't need to provide a template.

6. Click the Save button.

7. After you click the Save button, the report building workspace will appear.

9. For this scenario, you want to choose several columns to show on your report:

• Interaction Id (the unique identifier of the interaction)

• User Name (the name of the user handling the interaction)

• Current Status (the current status of the interaction)

• Start Time (when the interaction began)

• Hold Time (how long the interaction has been on hold)

10. After you’ve selected these columns, click the Build icon (crossed tools) in the top-right of the screen. Clicking this icon executes the report and shows you a preview of how the data will be displayed.

Adding filters

At this point, you should have a report that shows the five columns defined in step 9 above. Notice, however, that this report is showing all interactions on your account regardless of status. The goal is to see only interactions that are open.

To do this, you can use filters. Filters are a way you can design reports to only show information that meets your predefined criteria.

11. Click the blue Filters button in the to-left corner of the screen to open the Filters menu.

12. Using the drop-down menus, you can create a filter. Since the goal is for this report to only show open interactions, configure the following:

• For the column dropdown menu, select "Current Status".

• For the operator dropdown menu, select "==" (equals to).

• For the value menu, type "open".

• By performing these steps, you're telling the report to only retrieve rows where the "Current Status" column has a value equal to "open".

13. Click the Build button again to re-execute the report.

14. The report should now only be showing interactions in an "open" status.

15. When you're done, click the Save icon in the top-right corner of the screen to save your report.

Additional information on creating reports

The report this article walked through is just one example of a report. You can build reports that are as simple or as complex as you need. 

For more information about the data sources available to you for report building, see: Overview: Data sources for reports.