You run an Interact Report by selecting the desired report from the Reports page and indicating the timeframe you wish to report on. For example, a report might return the information collected from the past week, or for one specific day during the previous month.

The default timeframe for a report varies according to report type:

  • Aggregated and Raw Data reports include data collected during the past 24 hours.
  • Funnel reports include data collected during the past seven days.
  • Heat Map reports include data collected during the past seven days.
  • Deflected Calls reports include data collected during the past 24 hours.

This article explains how to:

Note: All Interact Reports are run from the Admin Console.

Running Aggregated and Raw Data Reports

To run these report types successfully, the report must contain at least one query. Before attempting to run a report, verify that the queries are defined as required. (For details, refer to Creating an Aggregated Report or Creating a Raw Data Report.)

Reports can be run from either the Report page or the Report Details page. The following procedure explains how to run a report from the Reports page. To generate a report from the Report Details page, begin with Step 2.

  1. From the left side of the Reports page, select the checkbox in the row of the relevant report.
    At the upper right side of the page, the Run button is enabled.

  2. Click Run.
    The Run Report popup opens.

  3. To change the From and/or To date, click the relevant date picker icon. Then, from the Calendar window that pops up, navigate to and select the required date.
  4. Verify that the time zone displayed under the calendar icons is relevant to your working environment. If necessary, change the time zone by updating the setting on the Account Information page.
    Note: Interaction data is collected in the Interact databases and aggregated into 24-hour periods according to UTC time. When a request to run a report is received, the relevant 24-hour period in UTC time is automatically adjusted forward or backward to accommodate the time difference between UTC and the user-selected time zone. 
  5. Click Run.
    The report runs, and a new page is opened, according to the report type:

When viewing report results, keep in mind that if the name (or variable type) of an element was changed after the report query was defined, the new name is automatically displayed in the report. In the event that no data exists for the new element name, data for the old element name is displayed.

Running Funnel Reports 

To run these report types successfully, you need to add at least two Report Phases to the report. Before attempting to run a report, verify that the Phases are defined as required. (For details, refer to Creating a Funnel Report.)

Reports can be run from either the Report page or the Report Details page. The following procedure explains how to run a report from the Reports page. To generate a report from the Report Details page, begin with Step 2.

Note: To produce an Interaction Funnel Report on historic data collected prior to October 2016, please contact your support representative.

  1. From the left side of the Reports page, select the checkbox in the row of the relevant report.
    At the upper right side of the page, the Run button is enabled.

  2. Click Run.
    A Calendar popup opens. The last seven days are selected by default. The popup also indicates the date range for which current report data already exists.

  3. To change the From and/or To date, navigate to and select the required dates from the calendars. The selected dates appear in the fields at the top of the popup.
  4. Verify that the time zone displayed under the calendar icons is relevant to your working environment. If necessary, change the time zone by updating the setting on the Account Information page.
    Note: Interaction data is collected in the Interact databases and aggregated into 24-hour periods according to UTC time. When a request to run a report is received, the relevant 24-hour period in UTC time is automatically adjusted forward or backward to accommodate the time difference between UTC and the user-selected time zone. 
  5. At the lower left corner of the popup, click Run. The report will be run and displayed.
    If no data is found for the selected timeframe, an error message is displayed: Click  to open the Calendar popup, and select a new timeframe.

After running the report, you can click Back at the upper right of the report page to return to report settings.

For information about viewing and exporting results, refer to Viewing and Exporting Funnel Reports.

Running Heat Map Reports 

For details on creating a Heat Map Report, refer to the article Creating a Heat Map Report.

Reports can be run from either the Report page or the Report Details page. The following procedure explains how to run a report from the Reports page. To generate a report from the Report Details page, begin with Step 2.

  1. From the left side of the Reports page, select the checkbox in the row of the relevant report.
    At the upper right side of the page, the Run button is enabled.

  2. Click Run. A Calendar popup opens. The last seven days are selected by default.



    Note: Complete and accurate data for producing the Heat Map report is available only after July 23, 2017.
  3. To change the From and/or To date, navigate to and select the required dates from the calendars. The selected dates appear in the fields at the top of the popup.
  4. At the lower left corner of the popup, click Run. The report will be run and displayed.

    If no data is found for the selected timeframe, an error message is displayed: Click  to open the Calendar popup, and select a new timeframe.

After running the report, you can click Back at the upper right of the report page to return to report settings.

For information about viewing and exporting results, refer to the article Viewing and Exporting Heat Map Reports.

 

Running Deflected Calls Reports 

For details on creating a Deflected Calls Report, refer to the article Creating a Deflected Calls Report.

Reports can be run from either the Report page or the Report Details page. The following procedure explains how to run a report from the Reports page. To generate a report from the Report Details page, begin with Step 2.

  1. From the left side of the Reports page, select the checkbox in the row of the relevant report.
    At the upper right side of the page, the Run button is enabled.

  2. Click Run.
    A Calendar popup opens. The last seven days are selected by default. The popup also indicates the date range for which current report data already exists.

  3. To change the From and/or To date, navigate to and select the required dates from the calendars. The selected dates appear in the fields at the top of the popup.
  4. Verify that the time zone displayed under the calendar icons is relevant to your working environment. If necessary, change the time zone by updating the setting on the Account Information page.
    Note: Interaction data is collected in the Interact databases and aggregated into 24-hour periods according to UTC time. When a request to run a report is received, the relevant 24-hour period in UTC time is automatically adjusted forward or backward to accommodate the time difference between UTC and the user-selected time zone. 
  5. At the lower left corner of the popup, click Run. The report will be run and displayed.

    If no data is found for the selected timeframe, an error message is displayed: Click  to open the Calendar popup, and select a new timeframe.

After running the report, you can click Back at the upper right of the report page to return to report settings.

For information about viewing and exporting results, refer to the article Viewing and Exporting Deflected Calls Reports.

 

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