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Engage Voice | Enabling Historical reports and
Historical dashboards in Engage Analytics
Last updated on June 30, 2021
Table of contents
In order to assign access to Historical reports and Historical dashboards to your users, Historical Analytics must be enabled in your main account. This can easily be done by a superuser by navigating to Settings > Account, selecting the account, and checking the Enable Historical Analytics checkbox. Contact your CSM to have this configured for you.
If it has not happened already, your Engage Voice system will be automatically enabled for Engage Analytics. Once enabled, your system administrator will be able to give access rights to anyone in your organization who needs to use these new capabilities.
Provisioning user access to Historical Analytics
Once you have Historical Analytics enabled, you can now provision users. But first you need to determine if you need to enable this in a main account or sub-account(s). For the main account, it means primary users will be your admin and users within your company. For the sub-account, it may be for users under accounts that are nested under your main account (BPOs, partners, resellers).
To learn more about accounts, read Intro to accounts.
To learn more about roles, read Intro to admin roles.
Adding main account access
1. Navigate to Users > Administrators via the left-hand navigation bar.
2. Select the admin user you want to give Historical Analytics access to.
3. Click on the User Roles tab on top.
4. Click on the Add main account access button under the Assigned Main Account Roles section.
5. Select the corresponding account.
6. Click Save.
7. Navigate to the Basic Info tab of the same user.
8. Select the access level you want given to this user under the Access Historical Analytics dropdown.
9. Click Save.
Adding sub-account access
1. Navigate to Users > Administrators via the left-hand navigation bar.
2. Select the admin user you want to give Historical Analytics access to.
3. Click on the User Roles tab on top.
4. Click on the Add account access button under the Assigned Roles section.
5. Select the corresponding sub-account.
6. Click Save.
7. Navigate to the Basic Info tab of the same user.
8. Select the access level you want given to this user under the Access Historical Analytics dropdown.
9. Click Save.
Helpful hint!
Note: For BPOs, partners, and resellers, you can enable the Usage Summary and Usage Details section of billing analytics to users by assigning access to that sub-account’s admin, then giving them Viewer access.
Historical Analytics access level settings
When selecting the access level you want given to a user, you’ll find two options.
- Viewer: Has read-only access to reports and dashboards. A viewer does not need to understand the underlying data model of analytics and does not need to create custom reports and dashboards. They can:
- Find and access reports and dashboards created by others
- View historical information that is defined by others
- Customize reports and dashboards to arrange the info as they need on the screen
- Change filters (covering the scope of the information display) to see a bigger picture or focus on specific info like queues, campaigns, teams, etc.
- Analyst: Analyzes the data and creates reports and dashboards for themselves or others. Understands the data model and contact center operations. An analyst can:
- Find, clone, modify, share, delete, favorite reports and dashboards
- Temporarily store unfinished work before others see it
- Organize the resulting reports and dashboards to facilitate what users with viewer access see