Reports

Article Overview

The article describes the reporting capabilities of EasySend's platform. It details the difference between detailed and overview reports in addition to describing how to access and create them. The article also explains how to perform reports-related troubleshooting.

Reports and Analytics 

The EasySend platform allows EasySend’s customers to create and view standard and customized periodic detailed tracking reports for business results and operations analysis. Customers can also create overview analytics reports that provide an overview of how digital processes are performing. This includes information on how many sessions were created, opened, and completed. 

Detailed Reports Overview

Detailed reports are transaction-level reports aimed at reviewing specific transaction statuses or analyzing customer inputs in an aggregated manner.

The reports are typically used to assist customer-facing teams to view customer-specific information or the ‘status’ of the EasySend transaction. 

The information in the reports is composed of user input fields and metadata fields. 

How to Navigate to the Detailed Reports Screen?

(See Figure 1 to Figure 3)

To navigate to the Detailed Reports screen, perform the following steps:

Figure 1: Operate Tab

1. Click the Operate tab (1).

Result:

The Operate tab options appear:

Figure 2: Detailed Reports Option

2. Click the Detailed Reports option (2).

Result:

The Detailed Reports screen appears:

Figure 3: Detailed Reports Screen

Detailed Reports Screen

The Detailed Reports screen contains two options:

• Create a New Report
• Search Reports

Create New Report - Tracking Report Screen

Clicking the Create New Report option displays the Tracking Edit Report screen. Figure 4 and Table 1 describe its structure.

Figure 4: Tracking Report Screen

Table 1: Tracking Report Screen

Simple Report Data

When creating a simple report, its data is taken from two resources:

• Metadata - fixed data that appears in every digital process. The Metadata is not affected by the selection of a business group and a process and contains the following information:
  • Device
    • Operating System (OS) Name
    • OS Version
    • Manufacturer
    • Browser Name
    • Browser Version
    • Browser Language
    • Type
  • Transaction
    • Source Value
    • Source Type
    • Request Identifier (RID)
    • masterRid

• • • Language
    • Language Gender
    • Is Co-Browsing On
    • Agent Group
    • Environment
    • Time
    • Type
    • Status
    • Customer Name
    • Customer Phone Number
    • Customer Email
    • Sender Name
    • Agent Trigger Type
    • Is Test Transaction
  • User:
    • Role
    • Geographical location (GEO)
• Submitted Data - data items that were created using the Model. The submitted data is affected by the selection of a business group and a process. The submitted data appears according to the data structure of the Model displaying data items in the order in which they were created. Object-type data items that contain other data items will display them when expended (see Figure 5):

Figure 5: Submitted Data

Creating a Simple Report 

(See Figure 6 and Figure 7)

To create a simple report, perform the following steps:

Figure 6: Creating a Simple Data Report

1. Verify that the Simple/Custom switch (1) is set to Simple.
2. Verify that the Active/Paused switch (2) is set to Active.
3. Enter the subject of the email (3).
4. Add the recipients (4).
5. Select the business group (5) and the process (6).
6. Select the desired metadata (7) and the desired submitted data (8).
7. Set the data range (9).
8. Set the schedule to determine when the report will be sent automatically (10).
9. To evaluate the reception of the email with the report and view it, click the Send Test Email 
   button (11).

Result:

The Send Test Email window appears:

Figure 7: Send Test Email Window

10. Select the desired recipients, either the same Report Receptions (12) you added in Step 4 or Alternative Report Receptions (13).
11. Click the Ok button (14).

Simple Report Example 

A simple report is sent as an Excel sheet via email to the added recipients. Figure 8 displays an example of an email and Figure 9 displays an example of a simple report.

Figure 8: Email Example

Figure 9: Report Example

Custom Report Data

When creating a custom report, you can edit the display name of the column headers that appear in the report, and in addition, you can select specific data items that will appear in the report from the Model.

How to Add Data to a Custom Report?

(See Figure 10 to Figure 12)

You can add data to a custom report using two different ways:

• By selecting submitted data and/or metadata fields when the report is set to simple
• By selecting specific data items from the Model while the report is set to custom.

To add data to a custom report, perform the following steps:

Figure 10: Simple Report - Data Selection

1. Verify that the Simple/Custom switch (1) is set to Simple.
2. Verify that the Active/Paused switch (2) is set to Active.
3. In the Select Data section (3):
   1. Select the destined business group (4) and process (5).
   2. Select the desired Submitted Data (6) and/or Metadata (7) fields.
4. Toggle the Simple/Custom switch (8) to Custom.
5. Locate the Report Columns (9) section.
6. Click the Add new row + button (10).

Figure 11: Custom Report - Adding a New Row

Result:

A new row is added (11):

Figure 12: Custom Report - Adding New Data

7. Enter a Name (12).
8. Enter a Value (13).

9. Repeat steps 5 to 7 to add additional data items.
10. If necessary, edit the names.
11. If necessary, rearrange the data by using the drag-and-drop option (14).

Custom Report Example 

A custom report is sent as an Excel sheet via email to the added recipients. Figure 13 displays an example of a custom report.

Figure 13: Custom Report Example

Search Reports Screen

Clicking the Search Report option displays the search Reports screen. Figure 14 and Table 2 describe the Search Reports screen structure.

Figure 14: Search Reports Screen

Table 2: Search Reports Screen

Number	Section	Icon	Name	Description
1	-	-	Search for report name	Enables to search reports by name from the Reports list
2	-	-	Create Report	Enables to create a new report by navigating to the Tracking Reports screen
3	Reports List	-	Report Name	Displays the name of the report
		-	Process Name	Displays the name of the process
		-	Last Sent	Displays the date on which the report was last sent
		-	Next Send	Displays the date on which the report will be sent again
		-	Report Owner	Displays the name of the owner of the report
		-	Active	Displays the status of the report: Active Paused
			Status	Displays the status of the report sending: Green - the last report was sent successfully Yellow - the report is in the process of being sent. Red - The last report that was not sent Error Notification- displays errors that were discovered during the sending of the report (see the Error Notifications section)
			Additional Actions	Enables to perform additional actions: Duplicate the report Manually send the report Delete the report

Error Notifications

(See Figure 15)

An error notification will appear adjacent to a field used in a report in cases where the field does not exist in the processes model, for example:

Figure 15: Report Errors

An error notification will also appear if an unauthorized email is added to the recipients.

Report Sending Limitations

Report sending has several limitations:

• Model structure - the Model structure changes constantly when updates are made to the Model/Webflow, but in the environment server, the model is stored as is when transactions occur. The report needs the accurate Model structure at a specific time to load Model-transaction data into an Excel row. Up to four fallback process attempts are made to load the data before omitting some columns from the report.
• Maximum number of rows in a custom report - up to 30,000 rows in a report whose columns were manually declared.  
• Maximum number of rows in a simple report - up to 10,000 rows when all columns are selected.

Overview Reports

The following sections describe the Overview reports screen and its features.

How to Navigate to the Overview Reports Screen

(See Figure 16 to Figure 18)

To navigate to the Overview Reports screen, perform the following steps:

Figure 16: Measure Tab

1. Click the Measure tab (1).

Result:

The Measure tab options appear:

Figure 17: Overview Reports Option

2. Click the Overview Report option (2).

Result:

The Overview Reports screen appears:

Figure 18: Overview Reports Screen

Overview Reports Screen

(See Figure 18)

The Overview Reports screen contains two options:

• Create a New Report
• Search Reports

Create New Report - Analytics Edit Report Screen

Clicking the Create New Report option displays the Analytics Edit Report screen. 

Analytics reports are statistical reports that provide an overview of digital processes and contain data about how many sessions were:

• Created
• Opened
• Completed

Figure 19 and Table 4 describe the Analytics Report screen structure.

Figure 19: Analytics Reports Screen

Table 4: Analytics Report Screen

Analytics Logic

(See Figure 20)

The Analytics Dashboard displays the number of sessions in different stages and not the number of events that happened during a session. Displaying the number of sessions and not the number of events makes the dashboard more intuitive for users to understand:

Figure 20: Sessions and Events

Creating an Analytic Report 

(See Figure 21 and Figure 22)

To create a simple report, perform the following steps:

Figure 21: Creating a Simple Data Report

1. Verify that the Active/Paused switch (1) is set to Active.
2. Enter the subject of the email (2).
3. Add the recipients (3).
4. Select the Data (4), business group, and processes.
5. Set the data range (5).
6. Set the schedule to determine when the report will be sent automatically (6).
7. To evaluate the reception of the email with the report and view it, click the Send Test Email
   button (7).

Result:

The Send Test Email window appears:

Figure 22: Send Test Email Window

8. Select the desired recipients, either the same Report Receptions (8) you added in step 3 or Alternative Report Receptions (9).
9. Click the Ok button (10).

Analytics Report Example 

A simple report is sent as an Excel sheet via email to the added recipients. Figure 23 displays an example of an email and Figure 24 displays an example of a simple report.

Figure 23: Email Example

Figure 24: Report Example

Search Reports Screen

Clicking the Search Report option displays the Search Reports screen. Figure 25 and Table 5 describe the Search Reports screen structure.

Figure 25: Search Reports Screen

Table 5: Search Reports Screen

Number	Section	Icon	Name	Description
1	-	-	Search for the report name	Enables to search reports by name from the Reports list
2	-	-	Create Report	Enables to create a new report by navigating to the Tracking Reports screen
3	Reports List	-	Report Name	Displays the name of the report
		-	Last Sent	Displays the date on which the report was last sent
		-	Next Send	Displays the date on which the report will be sent again
		-	Report Owner	Displays the name of the owner of the report
		-	Active	Displays the status of the report: Active Paused
			Additional Actions	Enables to perform additional actions: Duplicate the report Manually send the report Delete the report

Troubleshooting

Table 6 describes malfunctions that may occur when trying to create transaction data items, associate transaction data items with Webflow components, and enforce logic. The table also describes the reason/s for the malfunctions and provides possible solutions.

Table 6: Troubleshooting