Frequency Report

View As

Select the output type of the report. For more information, see Report Output Types.

Report Title

Type the title that you want to appear on the report results. The title displays at the top of each page of the report for the PDF, Word, and Excel formats.

Excel File Name

Enter a name for the Excel file that will contain report results.

Overwrite File

Select this check box to replace an Excel file of the same file name with new results.

Excel Sheet Name

Enter a name for the Excel sheet that will contain report results.

Overwrite Sheet

Select this check box to replace an Excel sheet of the same sheet name with new results.

Category

Select a primary category for the report. You can select a date-type category or a standard data category. If you select a date-type category the Level, Display, and Top-N Limit fields are grayed out and cannot be entered. If you select a standard data category the Report Time Frame field is grayed out.

Emplifi Agent reports allow you to add columns to a report for an active or inactive category and category code.

Level

If the selected category is a code hierarchy, select the level within the hierarchy on which you want to report.

Display

Select how you would like information from a code hierarchy to be displayed. You can select from either the code or one of the three descriptions, or a combination of code and description 1.

Top-N Limit

If you would like to limit the chart to include only the most frequently occurring codes, you can enter the number here (for example, show the top 5 issue reason codes and show the top 10 products with the most issues.)

Report Time Frame

This is the time frame in which data displays on the report.

If the column category is a date-type category, you must select time frames for the report. You do not need to fill out these fields if you have selected a category whose type is something other than a date.

For more detailed information on setting these values, see Time Frames and Dates on Reports and Utilities.

Show Column Total

Select this check box to display a total column. This check box is required if using the Threshold or Top N (rows) fields.

This option only applies to output types other than "Web Page." The web output always has the column totals.

Category

Enter the name of the category (field) that you want to display on the report.

Row Label

Enter a label to use as the column heading on the report.

Row Level

Select the level of the hierarchy which you want to include on the report. This field is ignored for categories that do not use codes.

Row Display

Select how you would like data from this category to be displayed. You can choose to display the actual code value, description 1, 2, or 3, or a combination of the code and description1.

Filter On

Displays the column by which to filter the data that is displayed on the report. If the Column Category field is not a date category, the filter is based on case received date. Otherwise, the report is filtered on the selected date category.

Time Frame

This is the time frame that will be used for selecting data to appear on the report. It defaults to the same as the report time frame but does not have to be.

Between X and X

Select the date range for data to include on the report.

Address Join

This option determines how adding address fields to the report will affect the report data.

• Caller (Required, if Referenced): If address fields are included, any cases that do not have a caller will not be included on the report.

  if Referenced = if an address code is referenced in at least one column or filter.

• Caller (Optional): If address fields are included, even cases without a caller will be included on the report.
  Adding filters on address information when this option is selected may give meaningless results.

• Other Address: Will treat address data as if it is an "Other" address.

Issue/Enclosure Join

This setting determines how information related to issues and enclosures will be included on the report.

• Any Issue, Any Enc Req: Reports on all enclosures, regardless of their relationship with issues. Non-related issues do not appear on the report, but non-related enclosures do appear on the report. Data may be repeated because each row is showing an enclosure with all issues and vice versa.

• Any Issue, Any Enc Opt: Reports on all issues and enclosures regardless of their relationship. Blank enclosures may appear if issues exist without related enclosures. Data may be repeated because each row is showing an enclosure with all issues and vice versa.

• Issue and Enc Both: Reports on all related issues and enclosures. Non-related issues and non-related enclosures will not appear on the report. Issues and enclosures do not repeat unless an issue is related to multiple enclosures.

• Issue and Enc Both Opt: Reports on all issues and their related enclosures. Non-related issues and non-related enclosures do not appear on the report. Issues and enclosures do not repeat unless an issue is related to multiple enclosures.

• Enc and Issue Both Opt: This should be used if the basis of the report is case enclosure data (for example, totaling enclosure values or counts). All enclosures on a case (assuming they are not filtered out) will be shown and counted, but any issue data will only be included if it is pointed to by an enclosure. Issue data will appear NULL otherwise. Filtering on issue columns will only result in turning that data null, it will still count the enclosure.
  This feature was added specifically for summing-up debit card values, so they still appear on the report, even if someone accidentally deletes the related issue on the case.

If you are not using both issue and enclosure data on the report, use the default value (Any Issue, Any Enc Req).

Action Join

This setting determines how information related to actions will be included in the report.

• To Case: If a field related to actions is referenced anywhere in the report (counter, filters, columns, etc.), the action information is included along with the case information, ignoring any relationship to specific issues. If there are multiple actions and issues on a single case, a cross product will result, with the possibility of many duplicate rows and counts. For example, a case with four issues and three actions will create 12 rows.

• To Issue: Action information is linked to issue information based on the Issue Seq field on the action. This happens no matter what other report options are specified. Data will only be listed and counted if there are both actions and issues on a case, and the action points to an issue that is still present (i.e. has not been deleted). No duplicate counting will occur from using this setting. This setting should only be used when attempting to filter or report on action data that ties to a specific issue.

RD Usage Join

This setting determines how information related to Emplifi Knowledge Agent Assist Usage will be included in the report:

• To Case (if referenced): Select this option to show instances where Emplifi Knowledge Agent Assist was used to update case information.

• To Issue (equi-inner-join): Select this option to show instances where Emplifi Knowledge Agent Assist was used to update issue information.

You must add the special report columns Emplifi Knowledge Agent Assist Usage and Emplifi Knowledge Agent Assist Usage Update to display whether agents used these features. Use the Emplifi Knowledge Usage User column to display the ID for the users that used this feature. For information, see Special Report Columns.

Value

This option determines how counting is done on the report. For information, see Values on the Chart and Frequency Reports.

Order

Determines the order in which row data is sorted on the report.

• Code: Sort by the code value (or whatever text is being displayed for the row, such as description1).

• Total/Percent: Sort by the row totals in descending order.

• First Column: Sort by the value in the first column in descending order.

• Last Column: Sort by the value in the last column in descending order.

Show Percentages

Determines if percentages will be shown on the report. The following options are available:

• None: No percentages are included on the report.

• All Columns: A percentage is shown next to the value in each column, and percentages are also shown in the group totals and report totals.

• Totals Only: Percentages are shown only in the group totals and report totals.

Suppress Missing Values

If any of the dimensions for a row are null, it will normally show up on the report as "(none)." If this option is selected, those rows do not get included on the report.

Threshold

Enter the threshold value for the report. The default value is 1. Leaving this field blank assumes the default value. If you enter 0, the report will show all codes in the displayed hierarchy, even if they were not used on a case.

If the value for the Total column on the row is less than the specified threshold value, that row will not be included on the report.

You must select the Show Column Total check box to use the Threshold field.

The Threshold value is not used if a value is entered in the Top N (rows) field.

Top N (rows)

Enter a number for the top number of rows to return on the report. For example, if you enter 10 in this field, this value could return the top ten complaints in your system. If there are tied values for a place, both values are shown on the report, so you may have more than the specified number of rows of data returned on the report.

You must select the Show Column Total check box to use the Top N (rows) field.

Std. Dev. Mult. (Standard Deviation Multiplier)

Allows the user to calculate a threshold using the standard deviation, rather than having to rely on a static threshold. For information, see Standard Deviation Threshold.

Results Language

Select the results language for the report. For more information, see the Results Language section on page Reports Overview.

Time Zone

Select the time zone to use when processing the report. This indicates the time zone to use when using dates on filters, displaying dates, and the dates used for calculating bucket counts.

If this field is blank, the dates will reflect the time zone of the user.

For category dates, only the system date time is updated for the time zone (Type J), all the other dates are shown as stored in the database.

Report Date Format

Select the format to use when displaying dates on the report. Choose from:

• Blank or Use Date Format of Agent/System - first checks the agent's date format (set in the User Options) and if not defined it uses the system date format (set in the System Parameters).

• yyyy-MM-dd

• dd-MMM-yyyy

• dd/MM/yyyy

• MM/dd/yyyy

Report Time Format

Select the format to use when displaying time on the report. Choose from:

• Blank or Use Time Format of Agent/System - first checks the agent's time format (set in the User Options) and if not defined it uses the system time format (set in the System Parameters).

• Do not show Time

• HH:mm:ss (24hr)

• HH:mm (24hr)

• hh:mmAM/PM

• h:mmAM/PM

Normalization Set

Select the name of the appropriate normalization set by which to normalize your report results.

Normalization sets can be entered manually (see Normalization Set Maintenance) or imported using the Normalization Data Import Utility.

Scale Factor

The scale factor is filled in directly from the information contained in the normalization data set. (For a definition of scale factor, see Normalization Set Maintenance.) You can override the value here if you want.

Period Offset

This setting allows you to normalize the data from a period against the normalization data from a previous period. The default value of zero will use the data from the current period. Enter a negative number to run the normalization using a previous period.

Example:
Today is July 1, which is in the fiscal month "July15."  You are running a report with a report time frame of Fiscal Month, with a range of "p-13" through "p-1" (June14 through June15). You want to normalize the case data in that range using the sales data for preceding month (in other words, the June05 complaint data should be normalized using the May15 sales data).
You would enter a Period Offset of "-1" to use the data for May15, because it is one period behind the reporting period.

Also Show Non-Normalized Values

Select this check box to include a column with the non-normalized values on the report.

Also Show Normalization Set Data

Select this check box to include a column with the normalized set data on the report.

Totals: Recompute Normalization, Show Norm Data, % of Norm

When the check box is selected, the norm data totals appear in all group totals (if that option is selected), the group (and column) totals are sum (raw count in group) divided by the sum (norm data in group), multiplied by the scale factor. The percentage (if shown) is the ratio of the normalized counts to the grand total normalized count (by column), so they don't add up to 100% but are a "% of Average Norm".

When the check box is cleared, the norm data totals are not shown, the group and column totals are simple sums of the normalized counts, and the percentages are based on the sum of all normalized counts (so they add up to 100%).

Show issue count when normalization value is zero

When the check box is selected and the normalization value is 0 or missing, the report will show the issue count. If this check box is clear, the report will show "DIV/0!". The check box is selected by default.

Category

The category on which you want to filter the selection.

Emplifi Agent reports allow you to add columns to a report for an active or inactive category and category code.

Label

Enter a descriptive label to appear at the top of the column.

Filter Criteria

Select the operator for the type of comparison you want to perform. Then, select the value(s) to compare.

Column

This is the sequence number for the column.

Row Category

Enter the name of the category (field) that you want to display on the report.

Row Label

Enter a label to use as the column heading on the report.

Level

Select the level of the hierarchy which you want to include on the report. This field is ignored for categories that do not use codes.

Display

Select how you would like data from this category to be displayed. You can choose to display the actual code value, description 1, 2, or 3, or a combination of the code and description1.

Page

Select this option to force a page break when the group value changes.