Analytics

The novomind iAGENT analytics offers several information about live events in the system. Live events means that data of the last 30 days may be analyzed. In the historic views, even older data may be shown, but is also limited to an overall timespan of 30 days at once.

Analytics Menu
Analytics Menu

(1) novomind iAGENT delivers several default Analytics charts which are structured. This menu topic offers charts that are not channel specific as agent or category statistics.

(2) Several ways to display the Backlog contents Live views and historical views included

(3) Diagrams on service level

(4) Statistics on completed processes

(5) Saved analytics filters may be shared with other supervisors.

The saved filter criteria are only visible to the creator of the filter and to members of the administrator group and can therefore be changed.

(6) Own saved analytics filters

Buttons and general reporting functionalities:

On clicking on a specific bar in the chart, a drilldown will be started in most charts. Drilldown means that all single inquiries that led to this bar will be shown.

Analytics filters may be saved user specific for each Chart. After a click on the button Save a dialogue appears which offers all relevant filter parameters to be saved within the filter.

The query parameters offered are based on the Analytics Chart displayed – this mask therefore always shows exactly the query parameters that match the Analytics Chart.

Special behaviour on date parameters:

  • When an absolute date with a defined start and end is used as a filter for the analytics chart, this absolute dates will be saved with the filter as is. So on the next report execution, the same dates will be used again.
  • When a realtive date period has been chosen from the date dialogue (f.e. “last month”), only this relative date period information will be saved. This will be evalutated again every time the report filter will be executed in the future.

Distribution of user-specific filters

All user specific filters may be published to other supervisors through the group privileges. The saved filters receive individual rights within the domain Shared Analytics Charts. This may be associated to any supervisor group to share the individual filter.