Page Comparison

When to use Looker

• Generally speaking most reporting needs of a supervisor should be covered in the CXP Reporting Center to allow supervisors to remain focused on live-listening and coaching their agents.

• The information provided in this section should equip supervisors with the ability to pull additional info not provided in the CXP Reporting Center.

• It may be a tendency for some to over-analyze data (aka analysis paralysis). Please maintain focus on the calls and DO NOT get lost in the data!

Sections

Each report has three sections (Filters, Visualization, Data) which may be expanded by clicking the small arrow to the left as shown in the screenshot below.

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Visualization and Data are almost the same so we will ignore Data

Filters

Only 3 items in the Filters section may need adjusting:

1. Date Granularity - It is recommended to always make this “quarter.” If you wish to pull for a week’s worth of data and the granularity setting is “Daily” then it will pull each agent 5 times, once for each of the 5 days.

2. If you want to pull yesterday only, toggle to “Is on the day” and select yesterday’s date.

   1. If you want to toggle for a date range, select, “Is in range” and select the range.

   2. Warning: Notice the second date of the range says “until (before).” You must select the date AFTER the last day you wish to pull for. For example, in the screenshot below, the report will pull June 20-24. It will NOT include the 25th.

3. Enter your name if you want to pull for your team.

   1. Warning: You will not be able to pull info for agents who were recently assigned to you in Looker for dates before they were assigned to you. You’d have to include whichever TL was assigned previously, or leave the section blank to pull all agents across all teams.

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After selecting the filters, click “Run”