Softdial Reporter™ 5 - Widget Settings

Data Tab

The Data tab is used to select the exact data on which you would like to report, and specify its configuration. The Data tab can be found in the Settings dialogue for all widgets except IFrame and HTML (which cannot visualise SCC reporting data).

Data Settings

Fig. 1 - Data Settings (for a table)

Possible settings are described below. The display of some fields is conditional, as indicated below.


Field Description
Report on: Select the desired category of data. For details of the available categories, either
  1. see KPI Reference, or
  2. in Reporter 5, view the KPI dialog
Select one: Select which campaign/ queue/ agent you wish to report on.

Available only for widgets of type Line Chart, Area Chart and Big Number.
For User/ Queue/ Agent/ Campaign: Select which user/ queue/ agent/ campaign you wish to report on. The drop down is populated according to the option selected in the Report on field.

Available only when Breakdown by is set to Set of KPIs
Breakdown by:

For Real Time reports only.

Select from:

  • User:
    Shows the values of the selected KPIs for each user.
  • Inbound Queues:
    Shows the values of the selected KPIs for each queue.
  • Agents:
    Shows the values of the selected KPIs for each agent.
  • Outbound Campaigns:
    Shows the values of the selected KPIs for each campaign.
  • Set of KPIs:
    Shows the value of each selected KPI for a single selected item.
  • Distinct values:
    For KPIs with a finite set of distinct values (e.g. current state), shows a count of each value.
  • Time (available only for line/ area charts):
    Produces a chart showing changes over time for the KPIs of one selected item. This breakdown is created client-side and data will reset every time the widget is reloaded.
  • Name:
    Produces a chart listing each of the items by name in the bottom axis. You can report on multiple KPIs for a list of items.
Breakdown by:

For Static reports of type Summary.

Select the KPIs that you want the data to be aggregated (grouped) by.

The selected list forms a top-down hierarchy, e.g.

Breakdown by campaign, then by queue, then by agent.

For usage details, see Show KPIs below.
Show KPIs: Select the KPIs that you want to report on.

The list of available KPIs is populated according to the item selected in the Report on field.

  • To select a KPI, click and drag it from the left side (Available) to the right (Selected).
  • To unselect a KPI, click and drag it from the right side (Selected) to the left (Available).

To position Items in the Selected list, either

  • drag from the left and drop in a particular position, or
  • select the item in the Selected list, and use the move up/ down arrows Move up/ down in the bar labelled Show KPIs

The Available list is sorted in alphabetical order. However, to aid searching for a particular KPI in a long list, in the field marked Search to Narrow Results..., enter some text. The list is then restricted to KPIs with a name containing the search text.

KPI List

Fig. 2 - KPI List (for a table)

From V10.7.1417 - As the number of KPIs for AO, DO or OC can be quite large, it may be desirable to prevent them from appearing in the list.

This can be achieved in the RVReports Configuration file by setting their corresponding settings to true.

KPI groupConfig setting
Agent Outcomes (AO)AgentOutcomeMappingsDisabled
Dialing Cycle Outcomes (DO)DialingCycleOutcomeMappingsDisabled
Outcome Categories (OC)OutcomeCategoriesMappingsDisabled

If disabled, any existing reports containing these KPIs must be reworked.

The KPIs list has slightly different behaviour for History reports of type Summary:

KPIS that have

  • no aggregation options (i.e. with a Add KPI button icon) function as aggregations (groupings) in the widget
  • aggregation options (i.e. sum, count, etc) function as data points

See for example Inbound Summary (Default Dashboard), comparing the display output with the contents of its Data Tab.

For details on all available KPIs, see KPI Reference.
Show count of each: Select the KPI that you would like to see split by distinct values.

Available only when Breakdown by is set to Distinct values
Group by:

Optional -

  • To add a grouping, select a data item to group by. This does not have to be a KPI selected for display
  • To remove a grouping, delete any text in the field. By default, the field is empty (no grouping)

Available only for Static reports of type Detail
Sort by:

Optional -

  • To add a sort:
    1. Select a data item to sort by. This does not have to be a KPI selected for display
    2. Select the sort direction (Ascending / Descending)
  • To remove a sort, delete any text in the field. By default, the field is empty (no sorting)

Available only for Static reports of type Detail,
Time Range: The timespan for which the report is displaying data. Options include
  • Absolute - Allows the setting of a start point (the From: field) and an end point (the To: field) for the report.
  • Today
  • This Week
  • This Month
  • Last 30 Days

Available only for Static reports.
From: Select a start time for the report.

Available only for Static reports of type Detail, where Time Range is set to Absolute
To: Select an end time for the report. Default is 'now' (includes the most recent data).

Available only for Static reports of type Detail, where Time Range is set to Absolute
Refresh rate: How often the data is requested from the server. The options include:
  • Default (3 seconds)
  • 5 seconds
  • 10 seconds
  • 30 seconds
  • 1 minute
  • 5 minutes
  • 10 minutes
  • 30 minutes
  • 1 hour

Not available for Static reports.
Layout: Presentation options are:
  1. Simple
  2. Grid

Their differences are as follows:

FeatureSimpleGrid
Summary levelsNot collapsibleCollapsible - click on the +/- buttons to the left of each breakdown level
Sort by columnSorted alphanumerically by each level of breakdown. Cannot be changed.Sortable - click on the column header

Available only for Static reports of type Summary.