Create a report to show interactions over time (App)

This report explains how to create a report to show interactions over time. This type of report is most useful when combined with a line chart or a bar chart.

Overview

This guide describes creating a report that shows interactions over a period of time. This sort of report is useful when you want to see peak and low times for interactions. The report we’ll cover in this article shows interactions over the period of a calendar year, but you can easily re-configure it to show weekly or even hourly interactions.

We’ll include the following types of information in this report:

• Created At (with a function to show the month number)

• Created At (with a function to show the month name)

• Interaction Id (with a function to show the count of interactions)

• Communication Type (for use in a line chart, which we’ll cover further in the article).

See the screenshot below for an example of the completed report (with an associated line chart). Continue reading this section for steps on how to create the report.

This type of report is often used to to create line charts and bar charts. See the links below for more information on how to create these types of charts.

• Create a line chart (App)

• Create a bar chart (App)

Steps

1. Log into App at app.avaya.cx.

2. Navigate to Analytics.

3. Click the New Report button in the top-right corner of the screen.

4. Provide a name for the report in the pop-up modal and choose the Interactions data source.

5. Click the Save button to create the report.

Once you’ve created the report, you can configure columns, groups, and filters to show workflow usage.

6. Delete all of the default columns on the report.

7. Click the blue Filters button in the top-left corner of the screen. Then, delete the default filter.

8. Click the Groups tab and add the Created At column as a group. Then, click the cog icon and apply the Month() function to the column.

• By adding Created At as a group column, we’re aggregating all interaction data by when they were created. By applying the Month() function, we’re specifically aggregating by the specific month where the interaction was created.

• It’s important that we add this column because it allows us to show the progression of interactions in chronological order (month 1, then month 2, etc.).

9. Navigate to the Columns tab and add the following columns:

• Created At (we’ll need another to show the months by name, which we will cover in a few steps)

• Interaction Id

• Communication Type

10. Click the cog icon next to Created At and apply the MONTHNAME() function.

• This converts the created at value of the interactions to the name of the month (i.e. “January” instead of “1”).

• This will make any chart we make from this report easier to read.

11. Click the cog icon next to Interaction Id and select Count.

• This will count all of the interactions that were created in the specified month.

12. You can leave the Communication Type column alone. This is used if you want to create a chart from this report, which displays the number of interactions per month by communication type. It’s is the most common reason to make a report of this type.

13. Click the Tool icon to preview the report. Then, click Save.

Next steps

With this report created, the most common next step is to create a line chart or bar chart for it. Please see the article Create a line chart (App) or Create a bar chart (App) for steps on how to create a line chart or bar chart.