Contact Centre Arena Training - bxp software Data... · 2017-02-22 · Data Profiling - Custom...

Company Number: 400703 VAT Registered Number: IE 6420703G Directors: Nick Wheeler, Chris Thomson, Philip Lacey

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+ 353 1 4294000 www. allnone.ie 48/49 Western Parkway Business Park Lower Ballymount Road Dublin 12 Ireland

Contact Centre Arena Training

Topic CC-2-4

Data Profiling - Custom reporting

from a Contact Centre perspective

Author: Philip Lacey

Version: 1-0

Date: 2014-05-26


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1 Introduction

1.1 Summary

This training document details the management and operation of the outbound contact engine of Business

Express and their associated reporting.

1.2 Key Project Variables

Status Summary: Training

Project Manager: PL


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1.3 Contents

1 Introduction ........................................................................................................................................ 2

1.1 Summary ..................................................................................................................................... 2

1.2 Key Project Variables .................................................................................................................... 2

1.3 Contents ...................................................................................................................................... 3

1.4 Acronyms and Abbreviations .......................................................................................................... 7

1.4.1 All n One ............................................................................................................................... 7

1.4.2 Training Document ................................................................................................................. 7

1.5 Key Stakeholders .......................................................................................................................... 8

1.5.1 All n One ............................................................................................................................... 8

1.6 Version History ............................................................................................................................. 9

1.7 Learning Objectives .................................................................................................................... 10

2 Theory ............................................................................................................................................. 11

2.1 Recommended prerequisite training ............................................................................................. 11

2.2 Standard training approach .......................................................................................................... 12

2.3 Lexicon ...................................................................................................................................... 13

2.3.1 Previously explained terms .................................................................................................... 13

2.3.2 Modules .............................................................................................................................. 14

2.3.3 Forms and Form Structure .................................................................................................... 14

2.3.4 Functional Access vs. Content Access ..................................................................................... 15

2.3.5 Organogram and Security Groups .......................................................................................... 15

2.3.6 Terms explained in this training ............................................................................................. 16

Custom Groups .............................................................................................................. 16 2.3.6.1


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Building a Custom Group ................................................................................................ 17 2.3.6.2

2.3.6.2.1 Overview ............................................................................................................................................... 17

2.3.6.2.2 Step 1 - Primary Details ......................................................................................................................... 18

2.3.6.2.2.1 Group Generation .......................................................................................................................... 18

2.3.6.2.2.2 Time Options .................................................................................................................................. 20

2.3.6.2.2.3 Email Options ................................................................................................................................. 20

2.3.6.2.2.4 Output Options .............................................................................................................................. 21

2.3.6.2.2.5 CSV Options .................................................................................................................................... 22

2.3.6.2.2.6 XML Options ................................................................................................................................... 24

2.3.6.2.2.7 Worklist Options ............................................................................................................................ 26

2.3.6.2.3 Step 2 - Limit by Users ........................................................................................................................... 27

2.3.6.2.4 Step 3 - Limit by Outcomes ................................................................................................................... 27

2.3.6.2.5 Step 4 - Fields and Sequence................................................................................................................. 28

2.3.6.2.6 Step 5 - Grouping Parameters ............................................................................................................... 29

2.3.6.2.6.1 Example 1: Just Dublin ................................................................................................................... 30

2.3.6.2.6.2 Example 2: Dublin and New York ................................................................................................... 31

2.3.6.2.6.3 Example 3: (Dublin and Blue) or (New York and Red).................................................................... 32

Report Differences ......................................................................................................... 33 2.3.6.3

2.3.6.3.1 Data ....................................................................................................................................................... 33

2.3.6.3.2 Statistics ................................................................................................................................................ 34

2.3.6.3.3 Scores .................................................................................................................................................... 36

2.3.6.3.4 Visualisations ......................................................................................................................................... 36

Rolling Totals ................................................................................................................ 37 2.3.6.4


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2.3.6.4.1 Overview ............................................................................................................................................... 37

2.3.6.4.2 Rolling Totals Settings ........................................................................................................................... 38

2.3.6.4.2.1 Levels .............................................................................................................................................. 39

2.3.6.4.2.2 Date Options .................................................................................................................................. 40

2.3.6.4.3 Count Reports ....................................................................................................................................... 43

2.3.6.4.4 Summation Reports .............................................................................................................................. 44

Cross Linked Reports ..................................................................................................... 45 2.3.6.5

2.3.6.5.1 Overview ............................................................................................................................................... 45

2.3.6.5.2 Layouts .................................................................................................................................................. 46

2.3.6.5.2.1 Report 1 – Interactive .................................................................................................................... 46

2.3.6.5.2.2 Report 2 – Table ............................................................................................................................. 47

2.3.6.5.2.3 Report 3 – ChildListing ................................................................................................................... 47

2.3.6.5.3 Cross Linked Campaign Engine Settings ................................................................................................ 48

2.3.6.5.3.1 Overview ........................................................................................................................................ 48

2.3.6.5.3.2 Cross Linked Options ...................................................................................................................... 49

2.3.6.5.3.3 Child Parameters ............................................................................................................................ 50

2.3.6.5.3.4 Interaction Options ........................................................................................................................ 51

Worklist Reports ............................................................................................................ 55 2.3.6.6

2.3.6.6.1 Overview ............................................................................................................................................... 55

2.3.6.6.2 Usage ..................................................................................................................................................... 56

Latest Updates .............................................................................................................. 57 2.3.6.7

3 Scenarios .......................................................................................................................................... 58

3.1 Overview ................................................................................................................................... 58


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3.2 Build a Custom Group ................................................................................................................. 58

3.3 Use a Custom Group on Data ....................................................................................................... 58

3.4 Use a Custom Group on Visualisations .......................................................................................... 58

3.5 Configure Rolling Totals options ................................................................................................... 58

3.6 Use Rolling Totals and adjust the settings ..................................................................................... 58

3.7 Create a Worklist ........................................................................................................................ 59

3.8 Create a Cross Linked report ........................................................................................................ 59

4 Processes & Procedures ..................................................................................................................... 60

5 Appendices – Trainer Notes ................................................................................................................ 61

5.1 Set up steps ............................................................................................................................... 61

5.1.1 User configuration ................................................................................................................ 61

5.1.2 Data File Configuration ......................................................................................................... 61

5.2 User Profile ................................................................................................................................ 62

5.2.1 Functional Access: ................................................................................................................ 62

5.2.2 Content Access: ................................................................................................................... 62


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1.4 Acronyms and Abbreviations

1.4.1 All n One

BE Business Express

BER Business Express Release

SER Service Enhancement Release

1.4.2 Training Document

CSV Comma Separated Values

XML eXtensible Markup Language


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1.5 Key Stakeholders

1.5.1 All n One

Initial Name Company Role Email Address

NW Nick Wheeler All n One Ltd CEO [email protected]

CT Chris Thomson All n One Ltd MD [email protected]

PL Philip Lacey All n One Ltd IT Director [email protected]

CD Carolann Diskin All n One Ltd Product Owner [email protected]

DC Daniel Coughlan All n One Ltd Framework Developer [email protected]

PJ Patrick Jenkins All n One Ltd Content Developer [email protected]

mailto:[email protected]







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1.6 Version History

Version 1-0

Date 2014-05-26

Author Philip Lacey

Modifications Initial draft


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1.7 Learning Objectives

At the conclusion of this activity, participants should be able to:

Describe the difference between an Instant and Customised report

Identify the key operational differences between the use of Instant and Customised Data reports

Identify the key operational differences between the use of Instant and Customised Statistical reports

Identify the key operational differences between the use of Instant and Customised Scored reports

Identify the key operational differences between the use of Instant and Customised Visualisation reports

Conceive and build working Rolling Totals reports

Conceive and build working Cross Linked reports

Conceive and build working Worklist reports

NOTE: Business Express has developed its own lexicon and we use it throughout this document, and we therefore include

a section (2.3) to aid your understanding. There are also exercises and multiple choice support tests where appropriate.


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2 Theory

2.1 Recommended prerequisite training

http://www.allnone.ie/wixi/index.php?title=Contact_Centre_Training

CC-1-1 Introduction to Business Express

CC-1-2 Introduction to Contact Centres

CC-1-3 Introduction to Blended Form Structure

CC-1-4 Introduction to Contact Centre Reporting

CC-2-2 Data import management

Tied with

CC-3-2 Form optimisations

CC-3-5 Project management and work list configurations

CC-4-1 Managing live contact records

CC-4-2 Linked form setup

CC-4-4 Case management & reporting

http://www.allnone.ie/wixi/index.php?title=Contact_Centre_Training


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2.2 Standard training approach

This document is broken into four sections:

Section 1 provides some document management

Section 2 provides theory on the training area including a Lexicon

Section 3 provides scenarios and worked examples to highlight what is to be accomplished

Section 4 provides instructional procedures associated with the scenarios

This training is appropriate to the level stated at the start of the document and it forms part of the All n One

Learning Departments curriculum for BE. This curriculum is available in the document BE Learning Department

vX-x where X is the major version and x is the minor revision.

In this document a procedure is identified as [Procedure X] where X is the number of that procedure. The

procedures can be found in Section 4 of the document or in the indicated document.


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2.3 Lexicon

2.3.1 Previously explained terms

From QA-1-1 Introduction to Business Express

All n One is the name of the company that developed and delivers Business Express.

The Internet is a global network connecting millions of computers.

An Internet Browser is a computer program that allows the user to view documents from the Internet.

Cloud Computing is a large collection of computers connected together. Since it is not practical to draw all

these connections a cloud image is used to represent them.

Software as a Service (SaaS) is a cloud based service that is rented, not purchased like traditional software.

Business Express (BE) is the flagship product of All n One and is a pure SaaS solution.

BE Client. An organisation that has purchased an instance of BE.

User. An individual who uses BE.

Module. A set of related functionality grouped together for convenience. BE has a number of modules

available to BE clients, some of which are mandatory. For example, System Access Management which contains

all the system security functions.

Section. A subsection within a module where the grouping of functionality is further grouped, for convenience.


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Function. An individual function within a section or module

System Champion. A person within the BE Client organisation who has primary responsibility for the

management of BE and its content. Users within the BE client requiring will be directed to the System

Champion.

2.3.2 Modules

The key Business Express modules required are:

System Access Management: To manage user accounts and their security

Form Management: To allow question management

Data Profiling: To provide data reporting

2.3.3 Forms and Form Structure

This is discussed in CC-1-3 [2.3.2] through [2.3.5]


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2.3.4 Functional Access vs. Content Access

Functional access means having access to an operational function. An example of a function is to delete

data.

Content access would be access to a QA campaign with BE.

In order to delete data from the QA campaign, the user needs to have the functional access to delete the data

and content access to be able to delete the data from the QA campaign.

In BE, editing a user controls their functional access in the section “User Administration”. For QA, the section

“Security – Content Access” provides the content access control mechanisms.

2.3.5 Organogram and Security Groups

This is discussed in CC-1-3 [2.3.2.10]


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2.3.6 Terms explained in this training

Custom Groups 2.3.6.1

As seen in previous training it is possible to get your data very quickly from BE using the Instant reports. These

reports are broken into the categories of Data, Statistics, Scores and Visualisations. In a Contact Centre

environment the dreaded “Monday morning reports” are the industry known suite of reports that management

require with information on how the previous week’s operations went with a view to using them as a basis for

plans for the coming week.

Preparation of these reports is often time pressured as planning can only truly begin when the reports are in.

Even though BE does have scheduling as one of its features, this does not guarantee you get the report, layout

or key essential data sough by management. For this reason there is often a requirement to preform

operations on the exported data to make it “usable”.

A custom group allows for manipulation of reports to reduce the amount of time required by people to

customised the data output.

Some common examples would be:

An exception only report, showing calls that required escalation for the previous week, by area.

A team report for the output of sales for one given team

A bar / pie chart representation of the key details for a group of records. e.g. all customers in Dublin,

where our advertising campaign launched last week.

All of these reports are possible using the Instant reporting but, if these reports need to be generated week on

week, it represents a lot of reporting work to tidy up the output. Custom Groups allow for a number of

settings to be recorded and then these group settings can be applied to the major categories of reports.


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Building a Custom Group 2.3.6.2

2.3.6.2.1 Overview

Usage of Custom Groups requires that a custom group be set up. This allows BE to record all the settings for

the group. A custom group is set up in connection with a form. It is then available to all users who also have

access to that same form. This means that one person can create a custom group but it can be used by all

with access to the form.

The group is then applied to the different categories of data report. There are five pages of settings which

break up the configurable parameters. Not all pages are required but different ones provide different options of

customisation.


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2.3.6.2.2 Step 1 - Primary Details

This page sets the master settings available.

Main Menu > Data Profiling > Customised - Group Management > Group – Create

2.3.6.2.2.1 Group Generation

Form is the form against which the custom group will be built. This is not changeable so please select

carefully.


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Group Name is the name by which you will recognise this group. It is often useful to put your initials and

even a bit of a description of what the group does to jog your memory when you use the Custom Group later or

your colleagues are trying to use it as well.

Unique Data Records as discussed in previous reporting [CC-1-4] is the setting for data reports to represent

cases and contacts as a single record or as all contacts. The example is “Nick Wheeler calls is contacted three

times in the same week. In the report do we represent him as one customer or three contacts.” Usage of the

report will dictate how you select this option.

Output format shows the report is to be used. There are a number of options of how custom groups can be

used.

Excel: A data report in Microsoft Excel format. (default)

CSV: A data report in Comma Separated Value format.

XML: A document in XML 1.0 format.

Worklist: Using the group, the records identified are presented as clickable links to bring the viewer

into those records. This can serve as a worklist engine. See 2.3.6.6 for more information on this.

CrossLinked: Where a parent-child relationship exists between two forms, the report enables the

linking. See 2.3.6.5 for more information on this.

N.B.

It is important to remember that the rest of the settings on this page are for tweaking purposes to fit custom

processes. For this reason, the options will always be compressed up to hide the options available. By default

it is not necessary to change any further settings on this page. For reference every field is now detailed and

explained. Please feel free to jump to 2.3.6.2.3 to continue building your custom group.


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2.3.6.2.2.2 Time Options

Period: This allows when the report is opened to choose a default time frame. This is saves time having to

select periods on screen. Where it is far more useful is when the report is scheduled to run, this aspect sets the

time frame of the reports and the Start and End time of the report is calculated from this key word.

Allow period to be changed: When generating the report on a scheduled basis it is possible to dynamically

supply dates and time to the report. This option allows or denies system from automatically changing the time

periods of the report. For more information on scheduled reports please see [CC-1-4]

2.3.6.2.2.3 Email Options

On scheduled generation of reports, this is an email notification to whomever to let them know the report has

been generated and is awaiting collection / reading.


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2.3.6.2.2.4 Output Options

File Location: When the report is generated automatically / on a scheduled basis, where should the generated

report file be located. At the back of BE there are a folders for each BE Clients’ file requirements. These

folders are accessible through SFTP. This is discussed in [CC-2-2]. There are a number of options to this

Master: the folder where all uploaded files are stored ("data\")

Report: a dedicated subfolder of the Master folder ("data\reports\")

OFS: if the client has the module Online File Storage, the report will be found in there.

(“filestorage\")

Library: if the client has the module Report Library, the report will be found in there. ("library\")

Public / Private: This flag allows the report to be generated on a scheduled basis or not. Public means that

an external source can cause the report to generate. Private means that the report must be started by a user

logged into BE selecting the group to be applied to one of the reporting categories. By default all custom

groups will be private.

FTP To Push To: In the System Access Management module it is possible to create a log in to an external FTP

/ SFTP site. If this option is set, the report will be pushed to the site selected.


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Wipe Fields: For data protection reasons some clients want to remove record data from within BE as soon as

the data has been output to the report. This means that an export cleans up behind itself and for data

protection reasons the data is only in one location. By specifying the fields required, BE will blank the contents

of those fields as soon as the data has been exported. This action is irreversible and requires a backup restore

if the data is to be brought back into BE.

Delete file via CMI API: This flag allows for an external program to wipe the report. This is used in the

scenario of a security conscious third party using BE. BE is used to capture data during the day. At night, a

custom group is scheduled to run and the report is generated. The FTP push to option is used which transfers

the data to the third party. The third party then flags back into BE please delete the report. This ensures that

no record of the details logged are stored in BE. This can also be executed before the BE backups run ensuring

that no record data is stored at all in BE. This option by default is “No” as external report deletion represents a

serious security risk.

2.3.6.2.2.5 CSV Options

When creating a CSV file structure is most important. The internal structure of a CSV file could be

Id,Firstname,Surname,Phone

1,Philip,Lacey,014294000

2,Nick,Wheeler,014294001

3,Chris,Thomson,014294002


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Each line has three commas. What if the agent capturing the details took two numbers of Philip. So it

becomes.


1,Philip,Lacey,014294000,0871231231

2,Nick,Wheeler,014294001

3,Chris,Thomson,014294002

Record 1, is in error. We have a number of options. Firstly

Delimiter, can be used to wrap around the text. The most common delimiter is the single inverted comma.(')


'1', 'Philip', 'Lacey', '014294000,0871231231'

'2', 'Nick', 'Wheeler', '014294001'

'3', 'Chris', 'Thomson', '014294002'

This works fine until we bump into a surname like O'Kelly. For this reason we need an Escape character. This

is most commonly a backslash. (\)


'1', 'Philip', 'Lacey', '014294000,0871231231'

'2', 'Nick', 'Wheeler', '014294001'

'3', 'Chris', 'Thomson', '014294002'

'4', 'Malcom', 'O\'Kelly', '014294002'


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2.3.6.2.2.6 XML Options

XML Attribute / Element: When constructing the XML of the document a <record> element is used. Within

that element, the data is placed. This is the default layout.

<record>

<intCDA_X_Id>1</intCDA_X_Id>

<strCDA_X_field_0_0>Philip</strCDA_X_field_0_0>

…

</record>

Alternately the data can be appended as attributes.

<record intCDA_X_Id="1" strCDA_X_field_0_0="Philip" … ></record>

XML Well formed: In XML if an element has no data to output, then the element is dropped from the data.

This however can cause issues for some poorly written XML readers which expect to find the element regardless

of content or not. The default setting is for BE to output well-formed XML.

Well formed: False

<record>


<strCDA_X_field_0_0></strCDA_X_field_0_0>

<strCDA_X_field_0_1>Lacey</strCDA_X_field_0_1>

</record>


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Well formed: True

<record>



</record>

XML Extra levels: If a containing element is required around the data to match existing XML reading

solutions, extra elements can be placed around the <records>. Just add the levels separated by commas and

BE will reformat appropriately.

e.g. dataset,level1

<dataset>

<level1>

<record>



</record>

</level1>

</dataset>

N.B

If you need to change the element name of “record”, this is done through:

Main Menu > Form Management > Form - Primary Management > Form - Advanced Settings > Choose the

form > Campaign CMI API XML and Excel AutoLoad Processing Options > XML Element


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2.3.6.2.2.7 Worklist Options

Worklists and their usage are described in 2.3.6.6 of this document.

Alternate URL: When clicking a worklist button you will be taken into the record via the Inbound contact

module. It is possible to redirect the click to another page altogether, with the Form Id and CDA Id parameters

also being passed. This is useful when using eCourse pages for custom builds.

Open In: When the worklist button is clicked does the new URL open in the current window or is a new

window / tab opened.

Include records with no CCL’s: By default Custom Groups build their reports on times. This requires there

to be a CCL. When using a Custom Group as a worklist there are occasions where there are freshly loaded

CDAs or CDAs brought in through the BEAPI from a public website which will not have a CCL. This option

allows all CDAs regardless of time to be included in the worklist.


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2.3.6.2.3 Step 2 - Limit by Users

This screen allows the data output of the reports to be limited to CCLs involving specific individuals. This is how

a team report would be configured. Simply select the people you wish to only report on.

It is not necessary to select any user from this list. Selecting no users will include all records in the reporting.

2.3.6.2.4 Step 3 - Limit by Outcomes

This screen allows you to limit the report by the outcomes of relevance. You must select outcomes to have

data in your report. Selecting no outcomes will result in no data in your report.

Custom Entry is provided to allow the report to include CDAs that do not yet have CCLs, or for outcomes not

used at the time of the report creation.

An outcome must be used at least once for it to appear in the list of outcomes available.

Click “Select All” to save time selecting options.


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2.3.6.2.5 Step 4 - Fields and Sequence

This screen allows you to select which fields will appear in the report. Simply check the fields you want to

include.

If the field names have “New” in a lot of them, then this means that the Field Mapping was not set up correctly

early on in the process. You can change the field names by simply clicking the “Open Field Mapping” button.

This opens a new window with the Field Mapping process and you can adjust the column names as required.

Remember to go to the bottom and click “Update Mappings.” When done close the Field Mapping new window.

Refresh the Fields and Sequence page and the new field names should appear.

When the data is output it is possible to sort by any of the CDA fields. This can save a lot of time sorting data

when it is exported to Excel. The format is to use the field names separated by commas, e.g.

strCDA_X_field_0_1,strCDA_X_field_0_0

Tip: It is also possible to put ,DESC at the end of this list of fields and this will make the sort order Descending

instead of the default Ascending (ASC)

When you save and go the next screen you can numerically order the fields in any order you like. This saves

times having to reorder output in Excel later on. Simply number the fields in the order you need.


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2.3.6.2.6 Step 5 - Grouping Parameters

This is by far one of the most powerful features of BE reporting available. This screen allows for very specific

custom groups to be created.

If not used, the report will include all the outcomes and if used the user limitations. These parameters are for

limiting the data by information stored in the CDAs.


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In order to clarify the use of this report we need some sample data.

Id, Name, Colour, Location, Date of Contact

1, Philip Lacey, Blue, Dublin April

2, Nick Wheeler, Blue, Dublin April

3, Chris Thomson, Red, Dublin April

4, Santa Clause, Red, North Pole April

5, Tony Stark, Red, NewYork April

Field Field Mapped Name

intCDA_X_Id Id

strCDA_X_field_0_0 Name

strCDA_X_field_0_1 Colour

strCDA_X_field_0_2 Location

strCDA_X_field_0_3 Date of Contact

2.3.6.2.6.1 Example 1: Just Dublin

Field From the list of fields we choose Location.

Match Exact Match

Value Dublin

Result Returns 1,2,3

The query reads

Where strCDA_X_field_0_2 = ‘Dublin’

This will return any record where the Location field has Dublin in it.


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2.3.6.2.6.2 Example 2: Dublin and New York


Match Exact Match

Value Dublin

Limiting Or


Match Exact Match

Value New York

Result Returns 1,2,3,5

The query reads

Where strCDA_X_field_0_2 = ‘Dublin’ or strCDA_X_field_0_2 = ‘New York’

This will return any record where the Location field has Dublin in it.


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2.3.6.2.6.3 Example 3: (Dublin and Blue) or (New York and Red)

Group 1


Match Exact Match

Value Dublin

Group 1

Limiting And

Field From the list of fields we choose Colour.

Match Exact Match

Value Blue

Group 2

Limiting or


Match Exact Match

Value New York

Group 2

Limiting And

Field From the list of fields we choose Colour.

Match Exact Match

Value Red

Result Returns 1,2,5

The query reads

Where (strCDA_X_field_0_2 = ‘Dublin’ and strCDA_X_field_0_1 = ‘Blue’ ) or ( strCDA_X_field_0_2 = ‘New York’

and strCDA_X_field_0_1 = ‘Red’ )

The Group number brackets fields and options. When there is a change of number the Group puts the

condition between the brackets. If you have any challenges in setting up and configuring these reports please

feel free to contact us at [email protected]



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Report Differences 2.3.6.3

2.3.6.3.1 Data

There are two sections to the Customised – Data type

Customised - Data

Customised - Data - All Contacts - By Group

Customised - Data - Filtered

Customised - Data - All Contacts - By Group with Filter

The first allows you to generate the data reports as you would with the Instant – Data reports except that all

the settings are stored in the Custom Group, so you don’t need to remember to tick anything.

The second option performs a useful function when you have third parties wanting to extract data from the

system. The most common example of this is a marketing agency who wish to get data in real time, but are

not entitled to customer specific information.

Prior to setup, you decide which fields the marketing agency can and can’t see. Using

Main Menu > Data Profiling > Customised – Group Management > Group – Customised Data Filtered – Select

filter fields > Choose the Form > Select the protected fields.

You then grant permission to the Media Agency to Data Profiling > “Customised - Data – Filtered” section. They

can now see all of the reports you have created on the form. However when they pull the data, all the filtered

fields will be removed. In this way you can create your reports and give a third party access to the same

reports without fear of protected data being revealed.

The CSV and XML files are also accessed through this retrieval approach.


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2.3.6.3.2 Statistics

As the Instant – Statistics are self-contained reports that do not require modification.

Instead there are statistics reports which are more focused on process large volumes of data into useable data

statistics. These reports are called Rolling Totals reports as they provide a statistical rolling time total grid with

various limiting criteria. The Rolling Total is a counting report. More details are provided on Rolling Totals in

2.3.6.4

Customised - Statistics - Rolling Totals - All Contacts

Customised - Statistics - Rolling Totals - First Contact Only

It can also be required on this rolling basis, to summate numerical fields, so two further reports are also

provided for quick mathematical statistical results.

Customised - Statistics - Sum Totals - All Contacts

Customised - Statistics - Sum Totals - First Contact Only

These reports are a lot faster than adding up the amounts. There are also requirements to see for a select

group of uses the outcomes that have occurred for selected time periods. For example for all sales in the

Dublin area where we are running a printed ad campaign, what outcomes have we achieved. This count of

outcomes for given groups is available in:

Customised - Statistics - Outcome Totals - Last Contact - All Periods


Phone: Web Address


Case management is a way of viewing records that have multiple contacts to complete them. Case

management is explained in greater detail in [CC-4-4]. However statistics vital to case management can be

further refined using the Custom Groups. Quality is another example of where multiple touch points with a

single record are required to bring it to completion. This report is available in:

Customised - Statistics - Case Management - Status Reporting


Phone: Web Address


2.3.6.3.3 Scores

As Testing Centre, Survey and Quality Assurance use weightings to position how well staff and programs are

doing, it can be necessary to limit the output of standard scoring reports to be filtered.

This option is not available in all systems as it requires an initial understanding of setup requirements to tailor

the reports to work correctly.

Customised - Scores - Data - Grouped Assessments

2.3.6.3.4 Visualisations

As the visualisations in the Instant reports provide an instant view of closed questions and a timed view of

closed questions, so the Custom Group provides the same two reports but allows focus to be placed on specific

data groups and then the reports rendered.

The same customisation of the visualisation reports is used in these reports as is used in the Instant ones.

For more options visit our Wixi:

http://www.allnone.ie/wixi/index.php?title=Data_Visualisation_Options

http://www.allnone.ie/wixi/index.php?title=Data_Visualisation_Options


Phone: Web Address


Rolling Totals 2.3.6.4

2.3.6.4.1 Overview

Counting up records over a number of weeks would result in a number of reports having to be build, used and

collated using a spreadsheet or similar. Rolling Totals provides an extremely fast and robust counting

mechanism for viewing counts of records over a time period.

Other database solutions have complex database structures such as Cubes. BE provides a far simpler, real-time

interface for exploring data without advanced knowledge of back end databases or custom interfaces. The

term data aggregation is also often used with this discipline.

To explain our reports lets imagine a simple form with some data.

Id, Name, Favourite Colour, Location, Date of Contact

1, Philip Lacey, Blue, Dublin April

2, Nick Wheeler, Blue, Dublin April

3, Chris Thomson, Red, Dublin April

4, Santa Clause, Red, North Pole April

Pie charts and bar charts in the Instant Reports can easily render these statistics.

Rolling Totals is looking over these statistics over a period of time.

Jan Feb Mar Apr May

Dublin 0 0 0 3 0

North Pole 0 0 0 1 0


Phone: Web Address


2.3.6.4.2 Rolling Totals Settings

Rolling Totals reports are a number of settings that are associated / joined to a custom group. They are

completely independent of any setting in the Custom Group, but require a Custom Group to attach to. It was

designed this way that a data report could provide the output for a group and the Rolling Totals settings could

provide a report which reflected the data being output, despite the two diverse sets of settings.

The best way to use these reports is through experimentation and playing with the options. If you require a

hand with any of the configuration of these reports please feel free to give All n One support a shout and we

can advise you where to go.


Phone: Web Address


2.3.6.4.2.1 Levels

The top five levels provide the dimensions to the report. To build our example report we would simply choose

“Location” at the level 1 stage and the system would perform the counts using location as the primary criteria.

If we add a second level using the field colour then we get

Jan Feb Mar Apr May

Dublin

Red 0 0 0 2 0

Blue 0 0 0 1 0

North Pole

Red 0 0 0 0 0

Blue 0 0 0 1 0

If we wanted our report to ONLY include Dublin we could then add a Filter word. The filter word is a like

match, not an exact match. So using Dublin would also match “Co. Dublin”, “Dublin 1”, etc. If we need to

have an exact match put an ! before the word and system will perform an exact match and remove the !.

A totalling row, if turned on, adds the extra detail of saving to count up the different sections. So if we put a

totalling row on the Level 1, we get (highlighted red for clarity).

Jan Feb Mar Apr May

Dublin

Red 0 0 0 2 0

Blue 0 0 0 1 0

0 0 0 3 0

North Pole

Red 0 0 0 0 0

Blue 0 0 0 1 0

0 0 0 1 0


Phone: Web Address


A line break puts in a more visual separator between the levels. So putting in a Level 1 “Include Break Line”

would display as:

Jan Feb Mar Apr May

Dublin

Red 0 0 0 2 0

Blue 0 0 0 1 0

0 0 0 3 0

North Pole

Red 0 0 0 0 0

Blue 0 0 0 1 0

0 0 0 1 0

It is possible to have five levels of break down. The order in which you supply the break downs can be vital in

providing the most efficient report possible.

2.3.6.4.2.2 Date Options

The date options provide different configuration criteria for the report generation.

Week starts on Monday. This means for weekly based reports that the first day of the week is a Monday. If

false, the first day of the week is a Sunday.

Set. The only and default option is currently Custom. This option will allow for non-consecutive time frames to

be compared. For example “Three Year Quarter On Quarter” which will extract the same Quarters results over

the last three years for comparison.


Phone: Web Address


Period. This represents the time frame of the report.

Daily

Weekly

Monthly

Quarterly

Yearly

In our worked example, we would have used the Monthly time frame to get April, May etc as count totals.

Intervals are for how far back you wish the report to be drawn for. Using our worked example if the current

date is 25th of May 2014 and our period is Monthly then the:

-4, -3, -2, -1, 0

Represents

January 2014, February 2014, March 2014, April 2014 and May 2014, respectively.

If the time frame was daily then we would be looking at.

21st May 2014, 22nd May 2014, 23rd May 2014, 24th May 2014, 25th May 2014, respectively.

The system can handle up to 15 dates which could represent all the weeks of a quarter.

Title on all lines is an option for when the data is exported to Excel that it is easier to sort the columns of

data. This works well for manipulating data but makes the report harder to read on screen.

Jan Feb Mar Apr May

Dublin Red 0 0 0 2 0

Dublin Blue 0 0 0 1 0

North Pole Red 0 0 0 0 0

North Pole Blue 0 0 0 1 0


Phone: Web Address


Title on summation lines is also designed for Excel manipulation and making very complicated multi-level

reports easier to read as the data headings for that row are repeated.

Jan Feb Mar Apr May

Dublin

Red 0 0 0 2 0

Blue 0 0 0 1 0

Dublin 0 0 0 3 0

North Pole

Red 0 0 0 0 0

Blue 0 0 0 1 0

North Pole 0 0 0 1 0


Phone: Web Address


2.3.6.4.3 Count Reports

There are two options for use of the reports

Customised - Statistics - Rolling Totals - All Contacts

Customised - Statistics - Rolling Totals - First Contact Only

Imaging again our Nick scenario who calls in three times but in different months, would we want Nick to show

once in the count report or three times appropriate in the different months. The top report “All Contacts” will

show Nick appearing three times in the report. The second report will use the date and time of the first contact

and display the count in the appropriate time window.

The report is available from

Main Menu > Data Profiling > Customised – Statistics > Choose your Form > Choose your Custom Group >

Choose the Start Date Time to represent 0 for the Intervals settings > Generate your report.

As you experiment with the reports keep an eye out for the “Click here to edit the settings of this group”. This

link takes you straight back into the Rolling Totals settings for this Custom Group.


Phone: Web Address


When you have finished updating the settings you can quickly return to the report using the quick links on the

complete page.

2.3.6.4.4 Summation Reports

There are two options for use of the reports

Customised - Statistics - Sum Totals - All Contacts

Customised - Statistics - Sum Totals - First Contact Only

These are identical to the count Rolling Totals reports using the same fields and listing except that instead of

counting the system will attempt to summate the values. So for instance if there was a field in our sample data

set like Monthly Spend. The report could summate all the monthly spends for all those user types into a total

amount.


Phone: Web Address


Cross Linked Reports 2.3.6.5

2.3.6.5.1 Overview

In the same way that a Rolling Totals settings are completely independent of the Custom Group, so too are the

Settings of a Cross Linked report. This would be considered an advanced setup report due to the

complexity of the options available. Cross Linked campaigns allow you to associate children records to

parent records. There are many instances where a Parent and Child form are linked. Examples include:

For HR training records

Parent = Staff Member

Child = Examination result

For Case management

Parent = Customer

Child = Case

For Order management

Parent = Order

Child = Order Item

For Billing management

Parent = Client

Child = Work Tickets

In each of these scenarios there is a parent form. In the second form a “Cross Campaign” type is added.

Setting up linked databases in BE is easy using the “Basic – Campaign Search” and “Basic – Campaign Listing”

types when building databases. This question type is linked back to the parent form. Records added to the

child form are associated with a parent record.


Phone: Web Address


It becomes important then to be able to look up a parent record and display all the relevant children records.

This report is called a Cross Linked report.

2.3.6.5.2 Layouts

2.3.6.5.2.1 Report 1 – Interactive

This report provides a handy way of managing both parent and child records.

As part of these reports mathematical functions can easily be included.


Phone: Web Address


So as can be seen, the buttons on the left of each item allow quick access back into the records. Each report can be

tailored to precise requirements on the parent level with all appropriate children being displayed beneath. The system

when performing the maths can compensate for non-numeric data.

2.3.6.5.2.2 Report 2 – Table

This generates the same as the above report but as a data table and it removes the OrderItem detail whilst retaining the

calculations where appropriate.

2.3.6.5.2.3 Report 3 – ChildListing

This generates a report with repeating parent data. This can be handy when exporting data for input into other systems.

Each child line includes whatever Parent detail is selected.


Phone: Web Address


2.3.6.5.3 Cross Linked Campaign Engine Settings

2.3.6.5.3.1 Overview

Cross linked reports have a very different usage than standard reports. This would be considered an

advanced setup report due to the complexity of the options available. As a cross linked report is

usually a daily tool or a link too from other reports e.g. the alternate destination from 2.3.6.2.2.7 Worklist

Options, it is found in a URL

https://ww3.allnone.ie/client/client_demo/main/rptCrossLinked.asp

Then a number of parameters are passed to it, namely the ID of the Campaign Group which is holding the

Cross Linked settings. So if our Custom Group had an ID of 12 the URL would be.

https://ww3.allnone.ie/client/client_demo/main/rptCrossLinked.asp?ID=12

As this is not easy to remember, the system is able to create an easy to use button on your Main Menu to make

it a single click exercise. The URL can also be used in eCourse Assets and other dynamically created parts of

the system. It can even be a button that is added to a campaign to allow an agent jump out to see all the child

records of the current parent.

The easiest way of testing a Cross Linked report is:

Main Menu > Data Profiling > Instant – Dashboards > Control Bar Button – Cross Linked > Choose your

form > Choose your Custom Group > The Control Bar options are presented to allow you create the

button

Give the link a unique name to help you identify it for yourself

Create the Link

From the Main Menu find your new link under “Personal”

https://ww3.allnone.ie/client/client_demo/main/rptCrossLinked.asp

https://ww3.allnone.ie/client/client_demo/main/rptCrossLinked.asp?ID=12


Phone: Web Address


2.3.6.5.3.2 Cross Linked Options

Layout. There are three options available as discussed above in 2.3.6.5.2.

Display Child Data. If using the Cross Linked report to perform calculations, the actual data from the child

record may or may not be needed. The default is to show the child data. No will hide the child record data.

File Output. When the report generates, it can put the output of the report directly into an Excel spreadsheet

or display it onscreen. The default value of “False” means that the resulting layout will be shown on screen.

Parameter Replacement Fields. The grouping options in 2.3.6.2.6 can be dynamically fed to the report via

the query string. Simply put in the fields that will be found in the query string and they will be replaced into the

grouping parameters.

If you have any challenges in setting up and configuring these reports please feel free to contact us at

[email protected]



Phone: Web Address


2.3.6.5.3.3 Child Parameters

Child Campaign. As there may be many parent child links within a form, this part explicitly states which form

is the child form.

Link Field. This is the field in the child campaign which contains the Id to use of the parent.

Child Campaign Fields. When the child record is displayed as part of the layout, what fields should be used.

You enter the field names separated by commas, e.g. strCDA_X_field_0_1, strCDA_X_field_0_0 The fields can

be in any order you need them to be.

Child Calculation Fields. These fields will have a mathematical function placed upon them. The latest

format and usage of this filed can be found at

http://www.allnone.ie/wixi/index.php?title=CrossLinked_Calculation_Fields

http://www.allnone.ie/wixi/index.php?title=CrossLinked_Calculation_Fields


Phone: Web Address


2.3.6.5.3.4 Interaction Options

Flow Control. When a button is clicked with the parent or child open in the same window as the report or

open in a new window. This controls how work can flow.

eCourse Asset Ids. It is possible to also draw an eCourse asset on the page of the report. This allows for

custom HTML, JavaScript and AJAX to be added directly into the page.


Phone: Web Address


Show Parent Headers. This will add the column names for the fields of the parent into the report.

Without parent headers

With parent headers

Parent Buttons. This enables an Edit button for the parent record into the report.


Phone: Web Address


AED Buttons – Parent. This adds an Add, Edit and Delete button for the parent record into the report.

Show Child Headers. This will add the column names for the fields of the child into the report.

Without

With


Phone: Web Address


Child Buttons. This enables an Edit button for the child record into the report.

AED Buttons – Child. This adds an Add, Edit and Delete button for the child record into the report.


Phone: Web Address


Worklist Reports 2.3.6.6

2.3.6.6.1 Overview

As Cross Linked report allows for parent – child relationship records to be displayed, a Work List is a variation

on this theme. It allows a selection of records to be displayed with a view to each record being clickable. This

report is used in scenarios such as

Case Management

List all the tickets that are assigned to me

HR Management

List all staff records in a particular department

Contact Management

List all records that are currently escalated and need review.

This would be considered an intermediate setup report due to the complexity of the options

available.

As a worklist report is a daily tool or a link too from other reports.

https://ww3.allnone.ie/client/client_demo/main/rptWorklist.asp

Then a number of parameters are passed to it, namely the ID of the Campaign Group which is holding the

Worklist settings. So if our Custom Group had an ID of 14 the URL would be.

https://ww3.allnone.ie/client/client_demo/main/rptWorklist.asp?ID=14

As this is not easy to remember, the system is able to create an easy to use button on your Main Menu to make

it a single click exercise. The URL can also be used in eCourse Assets and other dynamically created parts of

the system.

https://ww3.allnone.ie/client/client_demo/main/rptWorklist.asp

https://ww3.allnone.ie/client/client_demo/main/rptWorklist.asp?ID=14


Phone: Web Address


There is also a dedicated Worklist interface bar to allow worklists to be displayed on every single page of the

system. It has an Id of 16. For more details see:

http://www.allnone.ie/wixi/index.php?title=Interface_Bars

2.3.6.6.2 Usage

The easiest way of building a worklist is to create your report as normal. Ensure that the data output of the

report is exactly what you’d expected to see in a worklist. Then double check that the contents of your report

change as new records are added by repulling the report and ensuring your reporting criteria are correct.

The easiest way of testing a Cross Linked report is:

Main Menu > Data Profiling > Instant – Dashboards > Control Bar Button – Worklist > Choose your

form > Choose your Custom Group > The Control Bar options are presented to allow you create the

button

Give the link a unique name to help you identify it for yourself

Create the Link

From the Main Menu find your new link under “Personal”

From within your worklist you should be able to click the records to go and work on those records.

If you have any challenges in setting up and configuring these reports please feel free to contact us at

[email protected]

http://www.allnone.ie/wixi/index.php?title=Interface_Bars



Phone: Web Address


Latest Updates 2.3.6.7

We are constantly developing updates, tweaks and creating advisories on using reports within BE. These can

be found at:

http://www.allnone.ie/wixi/index.php?title=Customised_Group_-_Custom_Configuration_Considerations

http://www.allnone.ie/wixi/index.php?title=Customised_Group_-_Custom_Configuration_Considerations


Phone: Web Address


3 Scenarios

3.1 Overview

As with all of the scenarios listed below, the primary consideration is hands-on ability to use BE. All of the

terms in the Lexicon that are used in this training permeate subsequent training.

NOTE: Different browsers and versions will show different layouts and options so this learning document will

use a reference browser to demonstrate the How To scenarios

3.2 Build a Custom Group

3.3 Use a Custom Group on Data

3.4 Use a Custom Group on Visualisations

3.5 Configure Rolling Totals options

3.6 Use Rolling Totals and adjust the settings


Phone: Web Address


3.7 Create a Worklist

3.8 Create a Cross Linked report


Phone: Web Address


4 Processes & Procedures

At this level there are no associated relevant processes or procedures for the user to note.


Phone: Web Address


5 Appendices – Trainer Notes

5.1 Set up steps

5.1.1 User configuration

5.1.2 Data File Configuration


Phone: Web Address


5.2 User Profile

User profile will be as follows:

5.2.1 Functional Access:

5.2.2 Content Access:

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