18.3.5 Installed Reports & Dashboards

Here are the Dashboards and Reports that are provided by the system.

Insight General Dashboard

• Categories by User (this week / month / year): Grouped by User, this report shows which categories have been triggered by which User, and how many times, this week / month / year
• Assigned Notes for Review: Grouped by event type, this report shows all activities, open and closed.
• Open Assigned Notes for Review: Grouped by User, this report shows open activities.
• Closed Assigned Notes: Grouped by User, this report shows closed activities.

Troubleshooting

• When drilling down on the reports, if the sections Assigned Notes for Review, Open Assigned Notes for Review or Closed Assigned Notes are empty or missing records, this is likely because the report has been incorrectly set to have the filter Show me… my team’s activities. By changing this to All activities, any missing activities become visible.

• If reports (such as Categories by User) have many records where there is no User (shown on the graph as a dash), this is likely because this is showing a call leg which does not have the data recorded. The details, such as User, Account / Contact / Lead, will be on the Insight related to the other leg. To fix this, edit the report and add a filter of Natterbox User is not equal to [blank].

Insight Training Trends Dashboard

• Insight Notes by Polarity by week / month: this line graph shows the notes created by week / month, with each line tracking a different polarity (positive / neutral / negative).
• Insight Notes by User by week / month: this line graph shows the notes created by week / month, with each line tracking a User.
• Negative Insight Notes by User by week / month: this line graph shows the negative notes created by week / month, with each line tracking a User.
• Positive Insight Notes by User by week / month: this line graph shows the positive notes created by week / month, with each line tracking a User.
• All Open Insight Notes by User: this bar graph shows the total number of open notes each User has, indicating where actions may need to be taken.
• Positive vs Negative (notes created this week / month / year): this report shows the proportion of Notes created this week / month / year by polarity (positive / neutral / negative).
• Open vs Closed (notes created this week / month / year): this report shows the proportion of Notes created this week / month / year by whether they are open or closed. Useful for assessing engagement + time it takes to close a note.
• Event Type by User (notes created this week / month / year): this report shows the number of Notes created this week / month / year for each User and the event type (eg excellent or offensive behaviour).

Insight Group Administrator Interaction

• Group Administrator Listened Calls (this week / month / year): this report shows the number of calls listened to by Group Administrators this week / month / year. You can drill down into the report to see which Group Administrators listened to which calls.
• Group Administrator Created Notes (this week / month / year): this report shows the number of notes created by Group Administrators this week / month / year. You can drill down into the report to see which notes were created, grouped by the Group Administrator who created them.
• Trend of Negative Categories Triggered: this report shows a timeline of negative (unexpected) categories triggered this and the previous quarter.
• Trend of Positive Categories Triggered: this report shows a timeline of positive (expected) categories triggered this and the previous quarter.