Sharpen Reporting Tool
The Sharpen reporting tool is a powerful way to view and interpret detailed information pertaining to your individual interactions using the Sharpen application.
The data source refers to the collection of data the user’s query will use to gather the desired parameters. Queue activity refers to information specific to interactions that occur in a Sharpen queue. The Agent activity field refers to information specific to the interactions of a specific Agent or group of Agents.
The view option allows you to select how the information will be displayed. The default view is “Table”. A Chart view is only available when Grouping is enabled.
The timezone selection allows for the system to correctly translate a UTC timestamp to the user’s local or desired timezone. This is important to have an accurate reporting of anything related to time of day.
The date range is the amount of time the user’s query is targeting. The system can use a preselected amount of time for its inquiry. The user may also define the date and time, this is the Custom option, which allows the user to select specific dates both begin and end for the user’s query.
This section of the reporting tool allows the user to build what kind of information they want to run the query for in the Sharpen application. A list of current fields that can be used in the query can be found here (link to dictionary).
The Report Fields section allows the user to build custom queries. Each fields location in the table is easily configured by clicking the button to the left of the field and drag n drop to change the order of fields that become visible after building the table. The blue eye icon allows the user to target a specified field and omit it from the report without removing it from the list of desired fields. The filter icon to the right of the eye icon allows the user to target specific information regarding the field it is next to. Once the user has selected the filter icon, the options of Equals, Not Equal, Contains, Starts With, Ends with will become available to narrow down the search field. Once all the fields have been selected, use the ‘Build’ button at the top right of the page to run the query.
The limit function simply will limit the current query to the specified amount. A value of 5000 will return up to but no more than 5000 results. If the available total does not total 5000 it will simply return all values that match the query criteria.
Sharpen Reporting: Advanced Options
The Advanced query field option is built to allow users the ability to create SQL based queries to filter information. There is no template for this Advanced feature, SQL knowledge is required to utilize this function.
Derived Fields Manager
The derived fields manager is a simple way to build specifically targeted data. Using the manager and basic SQL knowledge a custom field can be created and saved. Once the query has been created it can be saved and stored for future reports.
The ‘Grouping’ function explained, Coming Soon