Use the Contact Summary Report to produce a trending report to compare different categories of information over a period of time. You can define custom reports that display activities of your interest and use the trending report feature in Contact Summary Report to see how the activity levels varied from day to day. You can compare five such items in a single report.
The report displays the output in both tabular and graph format. The tabular format displays the daily summary and contains a row for every day in the specified time range. The graph displays hourly data and starts with the first hour that contains data and ends with the last hour that contains data.
Each metric displayed in the Contact Trending table and graph is represented by an Experience Portal custom report. Each custom report must contain the filter values that produce a single metric when that report is run. The Trending By option in the Contact Summary filter page provides all eligible custom reports. You can select multiple custom reports to generate the output. Experience Portal uses the name of the custom report as the metric name in the Trending By output table and graph.
The following custom reports are not supported and not displayed for selection:
Custom reports based on Performance Reports
Custom reports that contain Trending By reports
Note:
Application reports that contain vxml or ccxml log tags are not currently supported. However, reports populated by the Orchestration Designer call flow data or Orchestration Designer report nodes are supported.
Scenario
A car rental business wants to track and compare certain types of car size rentals over a period of time.
Method
Set the car size in either an SDR exit variable or log it through the Report Node to the vpAppLog table through the Orchestration Designer application.
Create two custom reports:
One with the filter values to restrict the output of that report to only sessions where small cars were rented. For example, a Session Summary report with ExitInfo1 set to small.
Another with sessions where midsize cars were rented. For example, a Session Summary report with ExitInfo1 set to midsize.
Select both custom reports in the Trending By field.
Analysis
The report displays how many contacts each day were associated with the sessions in each of the custom reports. Click the View Graph link to display a timeline graph of hourly contacts that met the criteria in the custom report. The Contact Trending report might show that during the past 90 days rentals of midsize cars trended 20% higher as compared to a relatively flat number of rentals for small cars.
