Guided Workflow Reporting

Updated

11 months ago

Standard Pre-Built Reporting Dashboard

This standard dashboard allows you to analyze guided workflows, including execution trends, completion trends, comparisons of AHT between cases with and without guided workflows, and agent-wise trends. Additionally, the dashboard includes the capability to apply filters at the dashboard level, making it easier to analyze and interpret data efficiently.

Custom Widgets

By creating reporting widgets, you can measure the performance of guided workflows and analyze how it helps brands reduce resolution times and customers receive better, faster service.

To configure a reporting widget

Click the New Tab icon. Under the Sprinklr Service tab, click Care Reporting within Analyze.
On the Reporting Home window, select the desired dashboard within the Dashboards section.
On the selected Reporting Dashboard window, click Add Widget in the top right corner.
On the Create Custom Widget window, enter a Name for the widget, and select the required Data Source as mentioned below.
Select a Visualization for your widget from the available visualization types. For more information, view Visualization Type — Field Descriptions.
Next, within the What would you like to plot on your widget section, select the desired dimensions and metrics for which you want to view the reporting. You can also apply various filters, e.g., Account and Channel Type. View some common use cases.
Click Add to Dashboard in the bottom right corner to add your widget to the dashboard.

Guided Workflow Overview

Total Cases

Create a Counter widget and choose the Data Source as Social Analytics.

Select the Case Count metric and add the Guided Workflows Executed filter as True.

Guided Path Summary

Create a Counter Summary widget and choose the Data Source as Process Execution Analytics.

Select the Total Process Executions, Total Steps, and Execution Time metrics and add the Flavour filter as Guided Workflows.

Social Network vs Guided Path Used

Create a Column widget and choose the Data Source as Social Analytics.

Select the Case Count metric with Social Network dimension. Add the Guided Workflows Executed filter as True.

Case First User Response SLA with Guided Workflow

Create a Counter widget and choose the Data Source as Social Analytics.

Select the Case First User Response SLA metric and add the Guided Workflows Executed filter as true.

Case First User Response SLA without Guided Workflow

Create a Counter widget and choose the Data Source as Social Analytics.

Select the Case First User Response SLA metric and add the Guided Workflows Executed filter as false.

AHT with Guided Workflow

Create a Counter widget and choose the Data Source as Social Analytics.

Select the Case Processing SLA metric and add the Guided Workflows Executed filter as true.

AHT without Guided Workflow

Create a Counter widget and choose the Data Source as Social Analytics.

Select the Case Processing SLA metric and add the Guided Workflows Executed filter as false.

Usage Report

Create a Counter widget and choose the Data Source as Social Analytics.

Select the Case Count and CCM_Case_Count with Guided Paths metrics.

Case Wise Guided Path Usage

Create a Table widget and choose the Data Source as Social Analytics.

Select the Case Count and Case Duration metrics with Guided Workflows Executed dimension.

Top Users

Create a Bar widget and choose the Data Source as Process Execution Analytics.

Select the Total Process Executions metric with Agent dimension. Add the Flavour filter as Guided Workflows.

Average Steps Taken while executing the GP (Avg. of nodes covered)

Create a Summary Table widget and choose the Data Source as Process Execution Analytics.

Select the Total Steps, Execution Time, and Total Process Executions metrics. Add the Case Id filter as True.