1 Overview

As seen in previous training it is possible to get your data very quickly from BE using the Instant reports. These reports are broken into the categories of Data, Statistics, Scores and Visualisations. In a Contact Centre environment the dreaded “Monday morning reports” are the industry known suite of reports that management require with information on how the previous week’s operations went with a view to using them as a basis for plans for the coming week.

Preparation of these reports is often time pressured as planning can only truly begin when the reports are in. Even though BE does have scheduling as one of its features, this does not guarantee you get the report, layout or key essential data sough by management. For this reason there is often a requirement to preform operations on the exported data to make it “usable”.

A custom group allows for manipulation of reports to reduce the amount of time required by people to customised the data output.

Some common examples would be:

An exception only report, showing calls that required escalation for the previous week, by area.
A team report for the output of sales for one given team
A bar / pie chart representation of the key details for a group of records. e.g. all customers in Dublin, where our advertising campaign launched last week.

All of these reports are possible using the Instant reporting but, if these reports need to be generated week on week, it represents a lot of reporting work to tidy up the output. Custom Groups allow for a number of settings to be recorded and then these group settings can be applied to the major categories of reports.

2 Background

2.1 Forms and Form Structure

This is discussed in CC-1-3 [2.3.2] through [2.3.5]

2.2 Functional Access vs. Content Access

Functional access means having access to an operational function. An example of a function is to delete data.

Content access would be access to a QA campaign with bxp.

In order to delete data from the QA campaign, the user needs to have the functional access to delete the data and content access to be able to delete the data from the QA campaign.

In bxp, editing a user controls their functional access in the section “User Administration”. For QA, the section “Security – Content Access” provides the content access control mechanisms.

2.3 Organogram and Security Groups

This is discussed in CC-1-3 [2.3.2.10]

3 Building a Custom Group

3.1 Overview

Usage of Custom Groups requires that a custom group be set up. This allows BE to record all the settings for the group. A custom group is set up in connection with a form. It is then available to all users who also have access to that same form. This means that one person can create a custom group but it can be used by all with access to the form.

The group is then applied to the different categories of data report. There are five pages of settings which break up the configurable parameters. Not all pages are required but different ones provide different options of customisation.

3.2 Step 1 - Primary Details

This page sets the master settings available.

Main Menu > Data Profiling > Customised - Group Management > Group – Create

3.2.1 Group Generation

Form is the form against which the custom group will be built. This is not changeable so please select carefully.

Group Name is the name by which you will recognise this group. It is often useful to put your initials and even a bit of a description of what the group does to jog your memory when you use the Custom Group later or your colleagues are trying to use it as well.

Unique Data Records as discussed in previous reporting [CC-1-4] is the setting for data reports to represent cases and contacts as a single record or as all contacts. The example is “Nick Wheeler calls is contacted three times in the same week. In the report do we represent him as one customer or three contacts.” Usage of the report will dictate how you select this option.

Output format shows the report is to be used. There are a number of options of how custom groups can be used.

Excel: A data report in Microsoft Excel format. (default)
CSV: A data report in Comma Separated Value format.
XML: A document in XML 1.0 format.
Worklist: Using the group, the records identified are presented as clickable links to bring the viewer into those records. This can serve as a worklist engine. See 2.3.6.6 for more information on this.
CrossLinked: Where a parent-child relationship exists between two forms, the report enables the linking. See 2.3.6.5 for more information on this.

N.B.  It is important to remember that the rest of the settings on this page are for tweaking purposes to fit custom processes. For this reason, the options will always be compressed up to hide the options available. By default it is not necessary to change any further settings on this page. For reference every field is now detailed and explained. Please feel free to jump to 2.3.6.2.3 to continue building your custom group.

3.2.2 Time Options

Period: This allows when the report is opened to choose a default time frame. This is saves time having to select periods on screen. Where it is far more useful is when the report is scheduled to run, this aspect sets the time frame of the reports and the Start and End time of the report is calculated from this key word.

Allow period to be changed: When generating the report on a scheduled basis it is possible to dynamically supply dates and time to the report. This option allows or denies system from automatically changing the time periods of the report. For more information on scheduled reports please see [CC-1-4]

3.2.3 Email Options

On scheduled generation of reports, this is an email notification to whomever to let them know the report has been generated and is awaiting collection / reading.

3.2.4 Output Options

File Location: When the report is generated automatically / on a scheduled basis, where should the generated report file be located. At the back of BE there are a folders for each BE Clients’ file requirements.

These folders are accessible through SFTP. This is discussed in [CC-2-2]. There are a number of options to this

Master: the folder where all uploaded files are stored ("data\")
Report: a dedicated subfolder of the Master folder ("data\reports\")
OFS: if the client has the module Online File Storage, the report will be found in there. (“filestorage\")
Library: if the client has the module Report Library, the report will be found in there. ("library\")

Public / Private: This flag allows the report to be generated on a scheduled basis or not. Public means that an external source can cause the report to generate. Private means that the report must be started by a user logged into BE selecting the group to be applied to one of the reporting categories. By default all custom groups will be private.

FTP To Push To: In the System Access Management module it is possible to create a log in to an external FTP / SFTP site. If this option is set, the report will be pushed to the site selected.

Wipe Fields: For data protection reasons some clients want to remove record data from within BE as soon as the data has been output to the report. This means that an export cleans up behind itself and for data protection reasons the data is only in one location. By specifying the fields required, BE will blank the contents of those fields as soon as the data has been exported. This action is irreversible and requires a backup restore if the data is to be brought back into BE.

Delete file via CMI API: This flag allows for an external program to wipe the report. This is used in the scenario of a security conscious third party using BE. BE is used to capture data during the day. At night, a custom group is scheduled to run and the report is generated. The FTP push to option is used which transfers the data to the third party. The third party then flags back into BE please delete the report. This ensures that no record of the details logged are stored in BE. This can also be executed before the BE backups run ensuring that no record data is stored

3.2.5 CSV Options

When creating a CSV file structure is most important. The internal structure of a CSV file could be

Id,Firstname,Surname,Phone
1,Philip,Lacey,014294000
2,Nick,Wheeler,014294001
3,Chris,Thomson,014294002

Each line has three commas. What if the agent capturing the details took two numbers of Philip. So it becomes.

Id,Firstname,Surname,Phone
1,Philip,Lacey,014294000,0871231231
2,Nick,Wheeler,014294001
3,Chris,Thomson,014294002

Record 1, is in error. We have a number of options. Firstly Delimiter, can be used to wrap around the text.

The most common delimiter is the single inverted comma.(')

Id,Firstname,Surname,Phone
'1', 'Philip', 'Lacey', '014294000,0871231231'
'2', 'Nick', 'Wheeler', '014294001'
'3', 'Chris', 'Thomson', '014294002'

This works fine until we bump into a surname like O'Kelly. For this reason we need an Escape character. This is most commonly a backslash. (\)

Id,Firstname,Surname,Phone
'1', 'Philip', 'Lacey', '014294000,0871231231'
'2', 'Nick', 'Wheeler', '014294001'
'3', 'Chris', 'Thomson', '014294002'
'4', 'Malcom', 'O\'Kelly', '014294002'

3.2.6 XML Options

XML Attribute / Element: When constructing the XML of the document a <record> element is used. Within that element, the data is placed. This is the default layout.

<record>
<intCDA_X_Id>1</intCDA_X_Id>
<strCDA_X_field_0_0>Philip</strCDA_X_field_0_0>
…
</record>

Alternately the data can be appended as attributes.

<record intCDA_X_Id="1" strCDA_X_field_0_0="Philip" … ></record>

XML Well formed: In XML if an element has no data to output, then the element is dropped from the data. This however can cause issues for some poorly written XML readers which expect to find the element regardless of content or not. The default setting is for BE to output well-formed XML. Well formed: False <record> <intCDA_X_Id>1</intCDA_X_Id> <strCDA_X_field_0_0></strCDA_X_field_0_0> <strCDA_

Well formed: True

<record>
<intCDA_X_Id>1</intCDA_X_Id>
<strCDA_X_field_0_1>Lacey</strCDA_X_field_0_1>
</record>

XML Extra levels: If a containing element is required around the data to match existing XML reading solutions, extra elements can be placed around the <records>. Just add the levels separated by commas and BE will reformat appropriately. e.g. dataset,level1

<dataset>
<level1>
<record>
<intCDA_X_Id>1</intCDA_X_Id>
<strCDA_X_field_0_1>Lacey</strCDA_X_field_0_1>
</record>
</level1>
</dataset>

N.B  If you need to change the element name of “record”, this is done through:  Main Menu > Form Management > Form - Primary Management > Form - Advanced Settings > Choose the form > Campaign CMI API XML and Excel AutoLoad Processing Options > XML Element

3.3 Customised – Management

3.3.1 Group - Create

Allows you to create a custom group of fields in a campaign to report on:

Choose the campaign to base the report on
Name the Group (Report) - Save and Continue
Choose the users/agents you wish to base the report on
Choose the outcomes
Choose the fields
Reorder the fields in the report if you wish to do so
Continue with more filtering of fields if required
Complete the Group

3.3.2 Group - Edit Primary Details

Choose the campaign and the report you wish to edit
Change the field names on wish to report on if you wish and save the report. The report will now output the new updated fields that were chosen.

3.3.3 Group - Edit Primary Details

Choose the campaign
Choose the report

If you do not select any users all records will be returned, if you select users, the records associated with these users will not be returned.

3.3.4 Group - Edit limit by Outcomes

Choose the campaign
Choose the report
Choose the outcome(s) from the list you wish to edit

3.3.5 Group - Edit Fields and Sequence

Choose the campaign
Choose the report
Use the check boxes to select which fields you would like to edit

3.3.6 Group - Edit Grouping Parameters

Choose the campaign
Choose the report
Create the grouping options to enable the building of specific groups.
The more options used, the more focused the group.

3.3.7 Group - Edit Rolling Totals Settings

In development

3.3.8 Group - Edit Cross Linked Campaign Engine Settings

In development

3.3.9 Group - Delete Group

Choose the campaign
Choose the report you wish to delete
This action is permanent
Select Filter Fields
Choose the campaign
Select the field names you wish to filter from the data reports

Data Profiling - Customised - Management

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