Data Profiling - Grouped Outcome
From All n One's bxp software Wixi
1 Overview
Outcomes in bxp software (bxp) are very powerful. Extending their power even further into their reporting capability is a great addition to their capability set.
Outcomes previously were grouped as Complete and Incomplete. This limited reporting capability. It is now possible to put two separate levels of customisation for grouping in automatic reports directly into the outcomes themselves.
2 Setup
2.1 Choosing your groupings
The first step is to group your outcomes. This is a matter of choosing the words which will best describe the grouping for your reporting. Some examples are:
For Sales, this grouping allows drill down on just the outcomes where the agent has the opportunity to perform a sale:
- Opportunity
- No Opportunity
For Customer Care, this grouping allows focus to be put on actual outcomes where the contact is meant for the care department and not other departments
- Care Contact
- Non-Care Contact
There are many options and the outcomes are not limit to only two.
2.2 Update the outcomes
Main Menu > Form Management > Form - Outcome Manager -> Choose the form > Choose an outcome > In the field 'Report Grouping 1' add the Grouping name appropriate as decided above
You need to repeat this exercise for every outcome
These groupings can be changed at any time, in real time and the reports will update accordingly.
3 Using the reports
The ground work done, the reports can now be generated.
Main Menu > Data Profiling > Instant - Statistics > Statistics - Grouped Outcome - Report by Period > Choose the period, Choose the form and Choose "Grouping 1"
In this example the groups are
- Opportunity to Sell are outcomes where there was an ability to chat to someone who could buy
- Worked Lead are outcomes where there was a no opportunity to sell
- System are system generated outcomes such as "Taken to process", Clickthrus and other automated processes
- Others are non-grouped outcomes
Hovering the mouse of sections of pie provides details on that slice of the pie.
With the groups on the left there are drill down links to allow you to see how that group was made up.
