Difference between revisions of "Data Profiling Overview"
From All n One's bxp software Wixi
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| + | == Unique Data Records == | ||
| − | + | Using the demonstration data from CC-1-3, 2.3.2 Form Structure we have a sample CDA table containing | |
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| + | {| class="wikitable" | ||
| + | ! Id | ||
| + | ! Firstname | ||
| + | ! Surname | ||
| + | ! Home Phone | ||
| + | ! Work Phone | ||
| + | ! Mobile | ||
| + | ! Email | ||
| + | |- | ||
| + | | 1 || Nick Wheeler || 01 1234567 || 01 4294000 || 353871231231 || nick.wheeler@allnone.ie | ||
| + | | 2 || Chris Thomson || 01 2345678 || 01 4294000 || 353871231232 || chris.thomson@allnone.ie | ||
| + | | 3 || Philip Lacey || 01 3456789 || 01 4294000 || 353861231230 || philip.lacey@allnone.ie | ||
| + | |} | ||
| − | + | ||
| + | And we have a sample CCL table containing (3 contacts with CDA Id = 1, i.e. Nick Wheeler) | ||
| + | {| class="wikitable" | ||
| + | ! Id | ||
| + | ! CDA_Id | ||
| + | ! Start | ||
| + | ! End | ||
| + | ! Agent | ||
| + | ! Outcome | ||
| + | ! Comment | ||
| + | |- | ||
| + | | 1 || 1 || 2014-01-01 13:00:00 || 2014-01-01 13:05:00 || Agent 1 || Interested || Wants more info but later | ||
| + | | 2 || 1 || 2014-01-01 14:30:00 || 2014-01-01 14:36:00 || Agent 2 || Call back || Rang back and gave info | ||
| + | | 3 || 1 || 2014-01-02 10:05:00 || 2014-01-02 10:12:23 || Agent 1 || Sale || Called and sold service | ||
| + | |] | ||
| + | |||
| + | |||
| + | When running a report for the week of 2014-01-01 through 2014-01-07, do we want the Nick Wheeler account to show up as 1 or 3 records? | ||
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| + | If you want a list of all contacts, you would want to see 3 lines of data but if you want a list of all the customers you interacted with that week, you would only want to see Nick’s record once. | ||
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| + | Unique data records, or unique records, is the terminology for reducing the output list to only showing a unique CDA once in a report despite having multiple matching CCLs. | ||
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| + | |||
| + | The CDA details shown will always be the most recent information. | ||
Revision as of 13:24, 6 September 2015
Contents
- 1 Overview
- 2 Background and Keywords
- 3 Data Profiling
- 3.1 Data Profiling Options
- 3.2 Unique Data Records
- 3.3 Instant – Dashboards
- 3.4 Instant – Data
- 3.5 Instant – Statistics
- 3.6 Instant – Visualizations
- 3.7 Instant - Reminders and Case Management
- 3.8 Instant - Export
- 3.9 Customised – Management
- 3.10 Customised – Data
- 3.11 Customised – Data – Filtered
- 3.12 Customised – Statistics
- 3.13 Customised – Visualizations
1 Overview
Data Profiling is a module that provides all the primary reporting to forms built in bxp.
This article provides a hub to be able to go explore the different types of reports.
2 Background and Keywords
Process. Any activity or set of activities that uses resources to transform inputs into outputs can be considered a process.
Procedure. A procedure outlines how to perform a process
Work Instructions. A work instruction describes how to perform a task, which is a more detailed portion of the procedure such as Completing a PO or Ordering supplies.
There are a number of services which a contact centre can offer. The primary definition of the services stems from which party is doing the contact.
If a customer is contacting the centre, it is called inbound activity. If the agent is contacting the customer it is called outbound activity.
One paper based form constitutes interaction with one customer. In a computer system, that one form is called a record. If a customer calls in for a second time, you might have one record, but there would be two entries for the two contacts. Reporting on records and contacts is very important to a contact centre. Every record will have a contact history, which will list all the contacts for that record.
Data in BE is stored in a collection of database tables which can be referred to as a campaign or database but is called a Form by All n One. Every form has its own unique id known as a Form Id or Campaign Id.
Records and Contacts are known as CDAs and CCLs respectively
A form may have many fields of data. Each field can have its own user entered name. This process of naming fields is called field mapping.
The form structure includes many auto generated and managed system fields.
There are three ways of creating the contents of a CDA record
- Data Entry
- Importing data from a file
- Transfer of data from an external source, such as a website, mobile app or another BE Form.
Outcomes are used at the end of a script to record contact which logs the CCL against the CDA.
Outcomes have a display category (complete or incomplete) and a number of other important fields including Report Grouping 1 and Report Grouping 2.
bxp has an outbound contact management system which allows for distribution of records.
3 Data Profiling
3.1 Data Profiling Options
Data Profiling is the reporting module for all forms in bxp.
Within Data Profiling there are two different primary ways that the reports are generated: Instant or Customised.
Instant reports are generic with fewer configuration options which allows reports to be generated quickly and with little or no configuration.
When there are a lot of configuration options, you can save the settings and filters in a custom group. These groups are then applied to the instant reports and are called customised reports. These groups save a lot of time by remembering the settings and the group can then be reapplied to any of the report types.
The report types are:
- Data
- Statistics
- Scores
- Visualisations
- Reminders and Case Management
- Export
The Instant or Customised groups created can be applied to a number of different styles of reports.
- Data reports will return data from the CDA tables or CCL tables where appropriate
- Statistics reports will return counts, averages and totals
- Scores reports where quality assurance or testing campaigns are being used, the scoring results will be displayed as reports
- Visualisations reports generate pie charts and bar charts on the data where closed questions are used
Only available as Instant reports:
- Reminders and Case Management are operational management reports
- Export provides the ability to export large volumes of data quickly
Dashboards are grouped collections of reports that address operational reporting needs and they reduce the time taken to navigate to different reports.
3.2 Unique Data Records
Using the demonstration data from CC-1-3, 2.3.2 Form Structure we have a sample CDA table containing
| Id | Firstname | Surname | Home Phone | Work Phone | Mobile | ||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 1 | Nick Wheeler | 01 1234567 | 01 4294000 | 353871231231 | nick.wheeler@allnone.ie | 2 | Chris Thomson | 01 2345678 | 01 4294000 | 353871231232 | chris.thomson@allnone.ie | 3 | Philip Lacey | 01 3456789 | 01 4294000 | 353861231230 | philip.lacey@allnone.ie |
And we have a sample CCL table containing (3 contacts with CDA Id = 1, i.e. Nick Wheeler)
| Id | CDA_Id | Start | End | Agent | Outcome | Comment | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 1 | 1 | 2014-01-01 13:00:00 | 2014-01-01 13:05:00 | Agent 1 | Interested | Wants more info but later | 2 | 1 | 2014-01-01 14:30:00 | 2014-01-01 14:36:00 | Agent 2 | Call back | Rang back and gave info | 3 | 1 | 2014-01-02 10:05:00 | 2014-01-02 10:12:23 | Agent 1 | Sale | Called and sold service | ]
3.3 Instant – Dashboards
3.4 Instant – Data
3.5 Instant – Statistics
3.6 Instant – Visualizations
3.7 Instant - Reminders and Case ManagementInstant_-_Reminders_and_Case_Management
3.8 Instant - Export
3.9 Customised – Management
3.10 Customised – Data
3.11 Customised – Data – Filtered
3.12 Customised – Statistics
3.13 Customised – Visualizations |
