How to run Digital DX Agent reports

How to run Digital DX Agent reports

Use Digital DX reporting tools to analyze and interpret the underlying data associated with site engagements and facilitate the transformation of data into actionable information.

Note: For detailed information on reports, see the complete list of Digital DX reports in the navigation tree on the left.
  1. Click New Report in the top-right corner.
  2. Select a report from the list on the left.
  3. Select the date range of your report on the right.
  4. From the drop-down list next to the date picker, select how you want to group your report.
  5. Click Run Report.

What can you do after running reports?

View description of report columns

Once your report runs, you can see the category or column definitions at the bottom of the page under Result category definitions.

Export reports

You can export reports to .CSV, .XLS, or .PDF by clicking the gear icon in upper-right corner.

Create report templates

You can create report templates for later use. See How to create report templates.

Re-run reports

To change the filters and groupings of the report, click Re-Run. After updating your report settings, click Run Report.

View a quick snapshot
Click the Snapshot tab at the top of the page to view the 7 Day Snapshot. This report displays data from the last seven full days of Digital DX activity for folders the active user has permission to access.
View recent reports
The Reports tab at the top of the page displays a list of recently generated reports.
Schedule reports
Use the Schedule tab at the top of the page to set up reports that run according to a schedule and can be emailed automatically to appropriate addresses. See How to schedule reports.

What are the common details in reports?

Unavailable - no operator was available to take the chat

Blocked - user was blocked so could not start chat

Abandon - user did not complete pre-chat survey

Unanswered - user left before receiving an answer

Answered - if None then it means an agent answered the customer, but then was transferred to another department, waited in a queue, and dropped before being assigned to an agent.

None in the Operator column may mean the following:

  • Chat ended with no agent assigned. Digital DX Agent reports look at the Ended state of a chat, so if it ended without assignment then it is registered under None.
  • Agent was deleted in the meantime, which is why we recommend disabling rather than deleting users.