This feature is only available for Beta test users.
Available with Beta v153.7.
For Rainbow Hub Hunting Groups (with and without a queue), administrators and groups supervisors are able to generate a email reports for custom metrics and graphs, either on-demand or scheduled.
How to access the reports configuration
As a group supervisor
Go to the group details, in the Group analytics tab and click on the mail icon.
As an administrator or partner
Go to the group configuration, in the Group analytics tab and click on the mail icon.
How to configure a report
Creation of a new report or modification of an existing report
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When no report has been configured for this group, the window presents you with the possibility to create a new report. |
If some reports are already configured for this group, you can either select an existing report to modify or send it; or you can create a new report. |
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Base configuration
The first part of the configuration consists in defining how, to whom and when the report is going to be sent.
Mandatory parameters:
- Name is used as object of the email.
- Language lets you define in which language the report is going to be generated. Currently only English, French and German are supported. If you select another language, the report will be sent in English
- Recipients is the list of destinations for the email. It can contain up to 10 entries. You can either enter a Rainbow user or any email address, for example a mailing list managed on your own.
Optional parameter:
- Frequency is used if you want the report to be sent automatically on a regular basis. If so, the email will be generated early in the morning of the selected days.
You may choose not to specify a frenquency and save the report for later use (for example for on-demand execution)
Send now, schedule and save for later
Once the basics of a report are configured (name, recipients and at least one content), you will be able to
- "Send now" to generate the report and send it to the recipients. This can be used when you want to generate the report only "on-demand" or if you want to try the configuration before scheduling it with more recipients
- Save it. If items are chosen in "Frequency" then the report will be automatically scheduled. If not, the report is saved for later use.
Report content - Key indicators and Graphs
Content - Key indicators
Key indicators define the body of the email. These are the metrics you can quickly access when you receive the email. For example the number of calls received and the ratio of answered calls. A important variety of metrics are available and can be organized as desired to create a custom report that suites exactly your needs.
Example of reports that may be generated thanks to the key indicators
And this is an extract of the configuration used for the report above:
Step-by-step example of configuration
If this configuration may look scarry at first, the process of creating it has been made simple via a step-by-step process.
Let's give you an example. Your company has set an objective for the group to answer at least 85% of the calls everyday, and you want to track how many days this objective wasn't achieved for the current month and year. Also, for your own, you'd like to know how many calls have arrived on the past week as well as the number of answered calls.
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1. You know you want two sections in the reports, one for the objectives set to your group, and one for the metrics you want to follow for yourself. So you start by creating a section called "Objectives" |
Click on "Add section label" An default section label is created
Click on the default name to edit it |
| 2. Below the section title, you want a metric to be displayed : the number of days the 85% objective wasn't achieved during the current year. |
Click on "Add key indicator" The first step is to choose which indicator you are interested in. In this cas you want to have the "Number of days" so you choose that in the first picklist You are now proposed to continue the configuration of this indicator by choosing what metrics should be taken into account when counting the days. In this case, you are interested by looking at the ratio of answered calls, so you choose this in the second picklist Then you will have to decide if the report should count the days where this metrics is over or is below a threshold. In your case, you want to count days where the objective is not achieved, so the number of days where the ratio is below 85% Finally, you select on which period the data should be gathered. In the first case, you want the number of days since January 1st, so you select "This year" That's it, your first key indicator is configured |
| 3. Repeat the process for the number of days the 85% objective wasn't achieved during the current month. | |
| 4. Now you can start configuring a second section that you will call "My indicators" | |
| 5. First indicator there is the number of incoming calls over the past week |
Click "Add key indicator" and select "Total number" as you want all calls for the week to be summed Then indicate you want the "incoming calls" and finally selected "Last week" for the period
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| 6. Repeat the process for the number of answered calls over the past week |
List of available key indicators
In the list below, period cans be one of:
- Last 7 days, Last 28 days, Last 365 days
- This week, Last week
- This month, Last month
- This year
The key indicators available:
- Number of days
Count the number of days over a chosen period where a metrics meets a threshold
Number of days with [incoming calls | answered calls | answered calls ratio] [above | below] <threshold> over [period] - Total number
Sum the number of calls over the chosen period
Total number of days of [incoming calls | answered calls] over [period] - Minimum, Maximum
Split the chosen period (for example "Last week") into sub-period (for example "day") to find wich of the sub-period got the lowest/highest value for the chosen metrics.
For example if you want to find the most by=usy hour during the pass month
Another example where you wan to find on which day you got the lowest ratio of answered calls, discarding Saturdays and Sundays where the service is closed
Possible values for the sub-periods are: 1-hour timeslot, day, day (exclusing Sundays), day (excluding Saturdays and Sundays), week, month - Average
Split the chosen period (for example "Last week") into sub-period (for example "day") to compute the mean value for the chosen metrics. Metrics can be incoming calls, answered calls or answered calls ration.
For example
Content - Graphs
Graphs are similar to what is available in the Rainbow client with the same look and feel but this time attached to the email as a HTML document. There are even more graphs available than in the Rainbow client !
Simply select the period covered by the graphs and which graphs you are interested it.
For example