Reports
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    Reports

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    Article Summary

    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:

    Click the Operate tab.

    Figure 1: Operate Tab

    1. Click the Operate tab (1).

    Result:

    The Operate tab options appear:

    Click the Detailed Reports option.

    Figure 2: Detailed Reports Option

    1. Click the Detailed Reports option (2).

    Result:

    The Detailed Reports screen appears:

    Detailed Reports Screen.

    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.

    Tracking Report Screen.

    Figure 4: Tracking Report Screen

    Table 1: Tracking Report Screen

    Number

    Section

    Name

    Description

    1

    -

    Simple/Custom Switch

    Enables to toggle between two types of reports:

    • Simple
    • Custom
    NOTE

    2

    -

    Paused/Active Switch

    Enables to toggle the status of the report:

    • Paused - the report is disabled
    • Active - the report is enabled

    3

    -

    Send Test Email

    Enables to send a test email with the report to the recipients of the report or to the alternative recipients

    4

    Email

    Subject line

    Enables to set the subject of the email that includes the report

    Recipients 

    Enables to set the recipients of the email that will receive the report

    5

    Select Data

    Business Group

    Enables to set a business group

    Process

    Enables to a process

    NOTE

    The list of processes will update according to the selected business group

    Metadata

    Enables to select metadata that will appear in the report

    Submitted Data

    Enables to select submitted data that will appear in the report

    NOTE
    • The submitted data is taken from the Model (data items)
    • The list of submitted data will update according to the selected business group and process

    6

    -

    Include incomplete processes

    Enables to include data from processes that are not completed yet

    7

    Date Range

    Last

    Enables to set the data range of the report according to the last number of days/months

    Accumulate Since

    Enables to set the data range of the report according to data that was accumulated starting from a specific month and year

    Custom Range

    Enables to set the data range of the report according to a custom range

    8

    Schedule



    Frequency

    Enables to set the frequency in which the report be sent automatically:

    • Daily
    • Weekly
    • Monthly
    • Annually

    Time

    Enables to set the time in which the report will be sent automatically - from 12 AM to 11 PM

    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
    NOTE
    • The masterRid is a unique identifier of an EasySend transaction. When creating a transaction, it can be divided into steps, for example, when using the Workflow Manager.
    • The RID is a unique identifier of a transaction step. Each step receives its own RID as part of its URL, and it is nested under the masterRid, for example:
        • 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):

     Submitted Data.

    Figure 5: Submitted Data

    Creating a Simple Report 

    (See Figure 6 and Figure 7)

    To create a simple report, perform the following steps:

    Verify that the Simple/Custom switch is set to Simple. Verify that the Active/Paused switch is set to Active. Enter the subject of the email. Add the recipients. Select the business group and the process. Select the desired metadata and the desired submitted data. Set the data range. Set the schedule to determine when the report will be sent automatically. To evaluate the reception of the email with the report and view it, click the Send Test Email  button.

    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:

    Select the desired recipients, either the same Report Receptions you added in step 4 or Alternative Report Receptions. Click the Ok button.

    Figure 7: Send Test Email Window

    1. Select the desired recipients, either the same Report Receptions (12) you added in
      step or Alternative Report Receptions (13).
    2. 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.

    Email Example.

    Figure 8: Email Example

    Report 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:

    Verify that the Simple/Custom switch is set to Simple. Verify that the Active/Paused switch is set to Active. In the Select Data section: Select the destined business group and process. Select the desired Submitted Data and/or Metadata fields.

    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).

    Toggle the Simple/Custom switch to Custom. Locate the Report Columns section. Click the Add new row + button.

    Figure 11: Custom Report - Adding a New Row

    Result:

    A new row is added (11):

    A new row is added. Enter a Name and Enter a Value.

    Figure 12: Custom Report - Adding New Data

    1. Enter a Name (12).
    2. Enter a Value (13).
    NOTE

    When adding a value, you can use dots (.) to locate and add data items from the Model.

    1. Repeat steps 5 to 7 to add additional data items.
    2. If necessary, edit the names.
    3. 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.

    Custom Report Example.

    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.

     Search Reports Screen.

    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:

    Report Errors.

    Figure 15: Report Errors

    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:

    Click the Measure tab.

    Figure 16: Measure Tab

    1. Click the Measure tab (1).

    Result:

    The Measure tab options appear:

    Click the Overview Report option.

    Figure 17: Overview Reports Option

    1. Click the Overview Report option (2).

    Result:

    The Overview Reports screen appears:

     Overview Reports Screen.

    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.

    Analytics Reports Screen.

    Figure 19: Analytics Reports Screen

    Table 4: Analytics Report Screen

    Number

    Section

    Name

    Description

    1

    -

    Paused/Active Switch

    Enables to toggle the status of the report:

    • Paused - the report is disabled
    • Active - the report is enabled

    2

    -

    Send Test Email

    Enables to send a test email with the report to the recipients of the report or to the alternative recipients

    3

    Email

    Subject line

    Enables to set the subject of the email that includes the report

    Recipients

    Enables to set the recipients of the email that will receive the report

    4

    Data

    Business Group and Processes

    Enables to select multiple business groups and processes for the analytics report

    5

    Date Range

    Last

    Enables to set the data range of the
    report according to the last number of days/months

    Accumulate Since

    Enables to set the data range of the report according to data that was accumulated starting from a specific month and year

    Custom Range

    Enables to set the data range of the report according to a custom range

    6

    Schedule

    Frequency

    Enables to set the frequency in which the report be sent:

    • Daily
    • Weekly
    • Monthly
    • Annually

    Time

    Enables to set the time in which the report will be automatically sent - from 12 AM to 11 PM

    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:

    Sessions and Events.

    Figure 20: Sessions and Events

    Creating an Analytic Report 

    (See Figure 21 and Figure 22)

    To create a simple report, perform the following steps:

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

    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:

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

    Figure 22: Send Test Email Window

    1. Select the desired recipients, either the same Report Receptions (8) you added in
      step or Alternative Report Receptions (9).
    2. 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.

    Email Example.

    Figure 23: Email Example

    Report 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.

    Search Reports Screen.

    Figure 25: Search Reports Screen

    Table 5: 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

    -


    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

    Number

    Malfunction

    Reason/s

    Solution/s

    1

    Reports not sent

    The report is set to Paused

    Set the report to Active as described in the Creating a Simple Report section or the Creating an Analytic Report section

    2

    The desired submitted data for the report is missing

    The desired business group or process are not selected

    Select the desired business group and process as described in the Creating a Simple Report section

    3

    Metadata does not appear in the custom report

    Metadata was not selected before the report was set to custom

    Set the report to Simple and select the desired metadata, then, set the report to Custom as described in the How to Add Data to a Custom Report? section


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