An Introduction to Data Explorer – Calabrio’s New Suite Wide Business Intelligence Tool.
Use our new Business Intelligence (BI) tool, Data Explorer, to create beautiful custom reports for your contact center using your Calabrio ONE data. These reports and dashboards make it easy to report on the metrics you need to make better business decisions.
Watch the video below to learn the basics of Data Explorer.
Let’s say your Quality coaches have a concern that agents are putting callers on hold too much. Well, how much are the agents actually putting them on hold? Let’s use Data Explorer to find out!
After you log in, click Data Explorer. When you first go in, you’ll start off with a clean slate. The exception to this is if you have Calabrio Analytics, you’ll have some pre-built reports and dashboards here for your convenience.
Let’s walk through creating a New Report!
You’ll see the custom report design page, where you’ll start by selecting a Measure. You can just think of a measure the “What” of the issue… What data can be summed or averaged? Clicking on the measure will give you a list of all Calabrio ONE data sets is available. For here you can filter by products or by keyword search.
In this case, we’re looking to compare agent “Contacts” to “Contacts put on Hold”, so lets check this “Number of Contacts Taken” measure. This data will show us the total contacts.
Next we’ll add another measure, to show the number of contacts put on hold. You got the freedom to add any measure to this report, but that should be enough for now.
Let’s move on and select Group. You can think of the Group as the “how” of the issue… How should data be grouped, combined, and shown. Let’s click by Agent.
OK, we’ve got a table that we can turn into a graph. Let’s click the View tab and let’s choose a Column graph.
Wow, that’s telling! Looks like most contacts are put on hold. Of course, we might dig a little deeper here and expand out to see this data across the entire organization, or segmented by it service queue. Maybe we want to look compare this hold times to some omni-channel stats or filter the results based on the last 30 days. This and more is right at your fingertips with this new powerful tool. Either way we have a great looking chart that speaks to the issue we identified.
Let’s name the report and save it.
Sharing Reports & Dashboards
We can also have the option to export the report as Data or as an Image.
If we back out of this screen, we’ll have this report available for ongoing use, where we can easily edit, share, or add it to a dashboard.
To get to dashboards, you can either scroll down or use the “Two Column” button on the top of the page. Let’s take a look at this “Agent Smart Benchmarking” dashboard.
You can hover over any data point to see the details. The dashboard is completely adaptable and customizable. You can edit any portion of the dashboard, add additional components to it, and build in filters to have the data you need at your fingertips. You can even export it as a .pdf for easy sharing.