Engage Voice | Intro to Historical reports
Last updated on October 01, 2021
In Historical reports, you can create, view, and edit reports by using the analytical designer.
Reports consist of defined sets of measures, attributes, and filters that present your data in visual form. There are default reports available to you, and you can also create reports that display your data in tables and various types of charts.
Reports you create or edit can also be included in a dashboard. Read more about dashboards in Intro to Historical dashboards.
To learn more about the different types of reports, read Historical report types.
Components of Historical reports
Historical reports contain the following folders:
- Standard: Contains default reports created by the system.
- Shared: Contains reports shared to you or your team by team members.
- Private: Contains reports you created.
- Favorites: Contains reports you marked as favorites. Favorite reports may come from the Standard, Shared, or Private folders.
Read more on how to create, edit, configure reports in Managing Historical reports.
To understand how reports are generated, read Analytical designer overview and Measures and attributes.
Historical analytics caching
The platform employs multiple types of caching. This ensures that response times are minimized as much as possible, and the logical data model provides an abstraction layer that ensures database independence. This means that a report being loaded or run for the first time takes longer compared to the next time.
To learn more about the logical data model, read Measures and attributes.
One type of caching that is important is ‘multi-level caching.’ Engage Historical Analytics creates granular caches that can be reused across different reports and dashboards.
For example:
- A table showing agent talk time
- A bar chart showing agent and team talk time
- A pie chart showing agent availability
All three reports reuse the same cache holding the data for Agent availability.
Helpful hint!
It’s a good idea to clear the cache from time to time to refresh the data shown in your reports. You can do this when you log out, or when you leave the Historical dashboards or Historical reports pages.
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