Data Analysts
Data analysts help process and report on contact center data. There are six places within Webex WFO where you can analyze data:
- Standard QM reports
- Standard WFM reports
- Insights
- Cisco Analytics
- WFM Performance Manager
See Overview of reporting in Webex WFO for more information about each option and which ones best meet your needs.
Webex WFO basics
- Your homepage dashboard
- Learn more about Webex WFO with TIP
- Configure notifications
- WFM functionality overview
- WFM glossary
QM and WFM standard reports
Insights
Insights is usually the best tool for analyzing data because it gathers information across Webex WFO, including QM, WFM, and Analytics.
Prepare data in Insights
Add calculations
- Add calculations
- Adding calculated fields
- Order of evaluation in Insights
- Using level-aware calculations in Insights
Calculated field function and operator reference for Insights
Functions
- Functions
- addDateTime
- addWorkDays
- Abs
- Ceil
- Coalesce
- Concat
- contains
- decimalToInt
- dateDiff
- endsWith
- epochDate
- Exp
- Extract
- Floor
- formatDate
- Ifelse
- in
- intToDecimal
- isNotNull
- isNull
- isWorkDay
- Left
- Locate
- Log
- Ln
- Ltrim
- Mod
- netWorkDays
- Now
- notIn
- nullIf
- parseDate
- parseDecimal
- parseInt
- parseJson
- Replace
- Right
- Round
- Rtrim
- Split
- Sqrt
- startsWith
- Strlen
- Substring
- switch
- toLower
- toString
- toUpper
- trim
- truncDate
Aggregate functions
- Aggregate functions
- avg
- avgIf
- count
- countIf
- distinct_count
- distinct_countIf
- max
- maxIf
- median
- medianIf
- min
- minIf
- percentile
- percentileCont
- percentileDisc (percentile)
- periodToDateAvg
- periodToDateCount
- periodToDateMax
- periodToDateMedian
- periodToDateMin
- periodToDatePercentile
- periodToDatePercentileCont
- periodToDateStDev
- periodToDateStDevP
- periodToDateSum
- periodToDateVar
- stdev
- stdevp
- stdevIf
- stdevpIf
- sum
- sumIf
- var
- varIf
- varp
- varpIf
Table calculation functions
- Table calculation functions
- Difference
- distinctCountOver
- Lag
- Lead
- percentDifference
- avgOver
- countOver
- maxOver
- minOver
- percentileOver
- percentileContOver
- percentileDiscOver
- percentOfTotal
- periodOverPeriodDifference
- periodOverPeriodLastValue
- periodOverPeriodPercentDifference
- periodToDateAvgOverTime
- periodToDateCountOverTime
- periodToDateMaxOverTime
- periodToDateMinOverTime
- periodToDateSumOverTime
- stdevOver
- stdevpOver
- varOver
- varpOver
- sumOver
- denseRank
- Rank
- percentileRank
- runningAvg
- runningCount
- runningMax
- runningMin
- runningSum
- firstValue
- lastValue
- windowAvg
- windowCount
- windowMax
- windowMin
- windowSum
Visualize data in Insights
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Work with an analysis in Insights
- Create an analysis in Insights
- Add a title and description to an analysis
- Rename an Insights analysis
- Duplicating analyses
- Viewing analysis details
- Customize date and time values of an analysis
- The analysis menu
- Saving changes to an analysis
- Exporting data from Insights analysis
- Deleting an analysis
- Adding sheets
Work with interactive sheets in Insights
-
Working with interactive sheets in Insights
Arrange visuals in an interactive dashboard
Work with items on sheets in Insights analyses
Visual types in Insights
- Use AutoGraph
- Use bar charts
- Use box plots
- Use combo charts
- Use custom visual content
- Use donut charts
- Use funnel charts
- Use gauge charts
- Use heat maps
- Use histograms
- Use KPIs
- Use line charts
Use pivot tables
Formatting in Insights
Map and geospatial chart formatting options in Insights
- Customize backgrounds on maps in Insights
- Create a heatmap in Insights
- Marker clustering on geospatial points maps in Insights
- Format axes and grid lines on visual types in Insights
- Colors in visual types in Insights
- Working with field-level coloring in Insights
- Conditional formatting on visual types in Insights
- Font and style on visual types in Insights
- KPI options
- Formatting visual numeric data based on language settings in Insights
- Legends on visual types in Insights
- Line and marker styling on line charts in Insights
- Missing data on visual types in Insights
- Reference lines on visual types in Insights
- Format radar charts in Insights
- Set the range and scale on visuals in Insights
- Small multiples axis options
- Format visual titles and subtitles in Insights
- Tooltips on visual types in Insights
Gain insights with machine learning (ML) in Insights
Create autonarratives with Insights
- Creating autonarratives with Insights
- Insights that include autonarratives
- Working with the expression editor screen and menus
- Adding URLs
- Walkthrough: Use the narrative expression editor
Work with the autonarrative expression editor
- Working with autonarrative computations
- Bottom movers computation
- Bottom ranked computation
- ML-powered forecasting
- Growth rate computation
- Maximum computation
- Metric comparison computation
- Minimum computation
- Period over period computation
- Period to date computation
- Top movers computation
- Top ranked computation
- Total aggregation computation
- Unique values computation
Troubleshoot visual issues with Insights
- Visual issues with Insights
- I can't see my visuals
- I get a feedback bar across my printed documents
- My map charts don't show locations
- My pivot table stops working
- My visual doesn't update after I change a calculated field
- I am seeing drill-down error messages while using Insights dashboards
- I am seeing CannotDowngradeSoleOwnerError when changing an Insights Author to an Insights Reader
Insights dataset dictionary
QM datasets
- Contact AI Tags dataset
- Contacts dataset
- Contacts with Phrases, Evaluations, and AI Tags dataset
- Evaluation Answers dataset
- Evaluation Answers (Legacy) dataset
- Evaluation Answers (Manual + Auto) (Legacy) dataset
- Evaluation Comments dataset
- Evaluations (Legacy) dataset
- Evaluation Forms dataset
- Evaluations (Manual + Auto) dataset
- Evaluation Section Scores dataset
- People dataset
- Recording Events dataset
- Sentiment Details dataset
WFM datasets
- WFM Adherence dataset
- WFM Adherence Details dataset
- WFM Agent Queue Stats dataset
- WFM Agent Skills dataset
- WFM Agent Stats dataset
- WFM Agent Schedule and Statistics dataset
- WFM Forecast Skill vs Schedule dataset
- WFM Forecast Workload dataset
- WFM Forecast Workload and Queue Statistics dataset
- WFM Hourly Availability dataset
- WFM People dataset
- WFM Queue Stats dataset
- WFM Requests dataset
- WFM Schedule Deviation dataset
- WFM Schedule Preferences dataset
- WFM Scheduled Agent Days dataset
- WFM Scheduled Agent Time dataset
Analytics
Webex WFO Analytics processes data about the speech and text content of contacts and about programs agents use while handling contacts.
Prepare to capture Analytics data
- Configure Analytics
- Create and manage phrases and phrase categories
- About the differences between Analytics phrases, AI Tags, and Trending Topics
- Export contact metadata
- Configure predictions
- Turn on Interaction Summary
- Turn on Advanced Sentiment
- Create Analytics tasks
- About Analytics tasks
- Identify website fields to be tracked by Analytics
- Enable the Desktop Analytics extension in your browser
WFM Performance Manager
Performance Manager allows on-premise WFM customers to create their own WFM-only reports.