Reporting Suite

Quick links in this article:

Reporting in Gnatta is where you’ll access all of your historical contact centre data (vs the real-time data you can access via Dashboards). In this article we’ll provide an overview of the Reporting suite, and explore how to create reports and tiles to extract the business insights you need from your operation.

We’re always adding new metrics and tiles added to the Reporting library - got ideas? We’d love to hear from you!

Key Information

A few useful things to know about Reporting before diving in:

Data is historic - for real-time data, take a look at Dashboards: Dashboards Overview
All data points are available via the API. API Documentation
To report on free text fields, you will need to toggle the data field as reportable in your settings.
You’ll need Analytics permissions to access Reporting (or Owner): User Permissions

Reporting Metrics

Reporting tiles are split into the following categories:

Automation - evaluating the use of automation in your domain
Chat - evaluating Gnatta Chat performance
Telephony - evaluating telephony performance
Times - wait times, response times and handling times, across channels
Users - insights on your users (customer service agents) performance
Volumes - insights on your inbound and outbound volumes, across channels

For a specific, mathematical explanation for each calculation, check this article:

Reporting API & Calculations by Tile

Getting started

To begin exploring your data in Gnatta, you’ll need to create a Report to store your data tiles in. You can create as many Reports as you like. To create one, navigate to Reporting in the navbar at the top of the screen and click Create Report.

Create a new report in Gnatta to store your tiles

Once you’ve named and saved your report, you’re ready to start adding some tiles! Select Add Tile, and find a tile you’d like to add. When adding a tile, there are two configuration steps:

The visual presentation of your tile (i.e. bar chart, line graph, number card etc.)
Additional parameters to filter your data (i.e. channel, users, accounts etc.)

Remember you can also add filters afterwards, which we’ll explore later in this article.

Create a new tile for your report

Whilst some of the tiles sound very similar, the differences are often critical. For example, consider the three tiles below. They all look similar, but they offer a slightly different view on the operation. Here’s how they differ:

Interactions Received by Channel - the total number of interactions created, split by each channel
Closed Interactions by Channel - the total number of interactions closed, split by channel (some interactions may still be open!)
Inbound Message by Channel - the total number of individual messages, by channel

Messages and interactions in Gnatta are not the same! They may trend in similar patterns, but you should find you always have higher raw message volume than interaction volume (as an interaction can contain multiple inbound messages!)

Compare metrics for each tile!

Customising your report

Useful links in this section:

1 Resize & reposition tiles | 2 Edit or delete Report | 3 Filter your Report | 4 Edit or delete tiles | 5 Filter tiles

Resize & reposition tiles

You can resize tiles in your report by dragging in the bottom right corner, or reposition tiles by clicking and dragging.

Resize and organise your tiles

Edit or delete Report

You can edit the name or change the time zone of your report, or delete it altogether using the three dot menu next to your report name.

Options menu

Filter your Report

Filters can be applied to all tiles contained in your report using the filter bar above your tiles. These filters include:

Data range (quick filters or custom)
Queues
Channels
Custom data

Select the filters you need, and select Apply on the right hand side to recalculate your data and tiles.

Select report filters and click Apply to recalculate your tiles

Remember to use the save button, right next to the options menu - any changes you make to your report filters and view can be saved, so you don’t need to add them again next time. If you haven’t made any changes to your filters, it’ll be greyed out.

Use the save button to retain your filters for next time.

Edit or delete tiles

Individual tiles on your report can be adjusted or deleted using the three dot menu at the top right of the tile, and if applicable to the chart type you’ve selected you may also be able to change the reporting interval applied to the visualisation (i.e. Daily, Weekly, Monthly or Total).

Reconfigure individual tiles to change your data view

When you change a tile, you can use the Save icon on the tile itself to set it as the default view.

Save your interval selection with the Save icon on the tile

Filter tiles

To apply filters to individual tiles, instead of a whole Report, use the filter icon in the bottom left of the tile. Once applied, you can click the save icon on the tile again, to retain that filter for next time. This is a useful way to add variations of the same tile to a single Report, filtered based on your custom data fields.

Apply tile filters, and Save them too!

Reporting on Text Fields

To report on free text fields (i.e. apply them as filters in your Reports and tiles), you will need to able the Reportable toggle on the custom field in your settings. Navigate to Configuration > Advanced > Dynamic Data > Your field name and toggle the Reportable switch.

Be sure to chat with your designated Data Protection Officer or security teams to be sure you’re permitted to report on data. We’d recommend not enabling this for fields that contain personal information, such as email addresses.

Toggle the Reportable setting for a custom field to use it in your filters

Viewing source data

To view the source data behind your graphs, you can view the interactions directly in Gnatta via the options menu on the tile. More on how to do this here: View Interactions

View interactions from the options menu on a tile

To access the data used in the visualisation, click ‘Export tile’ to download a CSV.

If you need to take your data into external reporting software, such as PowerBI or Google Looker, you can also use our Reporting API: Reporting API & Calculations by Tile