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.

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

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.

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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.

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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

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Compare metrics for each tile!

Customising your report

Useful links in this section:

Resize & reposition tiles

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

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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.

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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.

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Select report filters and click Apply to recalculate your tiles

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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).

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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.

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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.

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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.

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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

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View interactions from the options menu on a tile

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