{"id":3061,"date":"2023-06-30T14:17:18","date_gmt":"2023-06-30T12:17:18","guid":{"rendered":"https:\/\/help.ino.cx\/?post_type=ht_kb&#038;p=3061"},"modified":"2024-04-30T14:42:14","modified_gmt":"2024-04-30T12:42:14","slug":"data-sources","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/data-sources\/","title":{"rendered":"Data sources"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Overview<\/h2>\n\n\n<p>Data sources are the first module of the Reporter, and allow you to begin analyzing your available data, as well as to create Explorations, KPIs, Planned Reports, etc.<\/p>\n<p>We will see here what are the features of the data sources and how to create new ones. For details of each data source, <a href=\"https:\/\/help.ino.cx\/?s=data+sources&amp;ht-kb-search=1&amp;lang=\" target=\"_blank\" rel=\"noopener\">please consult each dedicated article<\/a>.<\/p>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Data sources types<\/h2>\n\n\n<p>There are two types of data source: system and custom.<\/p>\n\n\n<h3 class=\"wp-block-heading\">System<\/h3>\n\n\n<p>System data sources are statistics collected automatically by INO on everything, and the name and description cannot be changed.<\/p>\n<p>They are present by default when the Reporter is opened. They are related to the flows&#8217; interactions and distributions (direct and Smart), campaigns (voice and SMS), and agents&#8217; activities\/interactions.<\/p>\n\n\n<h3 class=\"wp-block-heading\">Custom<\/h3>\n\n\n<p>These data sources can be created to obtain statistics on a single entity: a database, a survey, etc.<\/p>\n<p>Here is what you can create:<\/p>\n<ul>\n<li>Cases.<\/li>\n<li>Databases.<\/li>\n<li>CRM.<\/li>\n<li>Qualifications.<\/li>\n<li>Surveys.<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-3365\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2023\/06\/2023-07-21_09-15-31-1.gif\" alt=\"\" width=\"600\" height=\"276\" \/><\/p>\n<p>Please also note that queue data is only available in &#8220;<strong>Distribution<\/strong>&#8221; type data sources: distribution of incoming\/outgoing calls for example. To obtain all the distribution data for all flows, use the &#8220;Distributions&#8221; data source, which can also be used to gauge agent performance.<\/p>\n<p>Conversely, the &#8220;Interactions&#8221; data source allows you to evaluate omnichannel interactions from the customer&#8217;s point of view: waiting, transfer, etc.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-3066\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2022\/12\/Capture-de\u0301cran-2022-12-16-a\u0300-14.41.53.png\" alt=\"\" width=\"600\" height=\"122\" \/><\/p>\n<p>Only your added data sources can be edited (name and description).<\/p>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Save<\/h2>\n\n\n<p>Once you open a data source, you can add columns to the table or filters. Please note that you cannot go back more than three months with the calendar panel.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-3067\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2022\/12\/2022-12-16_14-47-38-1.gif\" alt=\"\" width=\"600\" height=\"266\" \/><\/p>\n<p>Once you&#8217;re done, you can hit the &#8220;Save&#8221; button, which will then create an Exploration to exploit your data further (<a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/explorations-data-tables\/\" target=\"_blank\" rel=\"noopener\">see the dedicated article<\/a>).<\/p>\n<p>Upon creation, you will have the choice to add one or multiple users who will be able to access the Exploration, in read-only mode by default.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-3366\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2023\/06\/Capture-de\u0301cran-2023-07-21-a\u0300-09.17.35.png\" alt=\"\" width=\"600\" height=\"680\" \/><\/p>\n<p>Explorations can be created here, or in the eponymous module.<\/p>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Export<\/h2>\n\n\n<p>After adding columns and filters, you can export the data in .CSV format, and download them in the dedicated tab. Please be aware that exporting is a process that may take some time.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-3069\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2022\/12\/2022-12-16_14-54-00-1.gif\" alt=\"\" width=\"600\" height=\"265\"><\/p>\n<p>You can follow the progress of your current export and find all your other exports in the dedicated module.<\/p>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Data sources details<\/h2>\n\n\n<p>Here we&#8217;ll take a look at each of the available data sources (default and custom). For a complete list of columns, please consult the &#8220;data sources&#8221; articles.<\/p>\n\n\n<h3 class=\"wp-block-heading\">Voice<\/h3>\n\n\n<ul>\n<li><strong>Incoming\/outgoing call distributions<\/strong>: for Smart calls, with queues, transfers, etc.<\/li>\n<li><strong>Incoming\/outgoing calls<\/strong>: for general data on calls: Smart routing, waiting time, etc.<\/li>\n<\/ul>\n\n\n<h3 class=\"wp-block-heading\">Email flow<\/h3>\n\n\n<ul>\n<li><strong>Incoming\/outgoing email distributions<\/strong>: the emails&#8217; life, agent-side: supervision, transfer, etc.<\/li>\n<li><strong>Incoming\/outgoing emails<\/strong>: data surrounding the emails.<\/li>\n<\/ul>\n\n\n<h3 class=\"wp-block-heading\">Messaging<\/h3>\n\n\n<ul>\n<li><strong>Incoming\/outgoing email distributions<\/strong>: the messages&#8217; life, agent-side: transfers, queues, etc.<\/li>\n<li><strong>Incoming\/outgoing emails<\/strong>: data surrounding the messages: country, checkpoints, etc.<\/li>\n<\/ul>\n\n\n<h3 class=\"wp-block-heading\">Multi FLow<\/h3>\n\n\n<ul>\n<li><strong>Distribution<\/strong>: every interaction&#8217;s life, <strong>agent-side (and supervisor-side)<\/strong>.<\/li>\n<li><strong>Interaction<\/strong>: every interaction&#8217;s life, <strong>customer-side<\/strong>.<\/li>\n<\/ul>\n\n\n<h3 class=\"wp-block-heading\">Agents<\/h3>\n\n\n<ul>\n<li><strong>Activities<\/strong>: active profile, time spent in interactions, etc.<\/li>\n<li><strong>Users&#8217; interactions<\/strong>: treatment duration, post-interaction, etc.<\/li>\n<li><strong>User interaction presentations<\/strong>: everything done by the agent when an interaction is presented.<\/li>\n<\/ul>\n\n\n<h3 class=\"wp-block-heading\">Campaigns<\/h3>\n\n\n<ul>\n<li>Available data for your (and\/or your agents&#8217;) campaign(s).<\/li>\n<\/ul>\n\n\n<h3 class=\"wp-block-heading\">Databases<\/h3>\n\n\n<ul>\n<li>Available data for your (and\/or your agents&#8217;) database(s).<\/li>\n<\/ul>\n\n\n<h3 class=\"wp-block-heading\">Cases<\/h3>\n\n\n<ul>\n<li>Available data for your (and\/or your agents&#8217;) Banner cases.<\/li>\n<\/ul>\n\n\n<h3 class=\"wp-block-heading\">CRM<\/h3>\n\n\n<ul>\n<li>Available data for your CRM(s).<\/li>\n<\/ul>\n\n\n<h3 class=\"wp-block-heading\">Qualifications<\/h3>\n\n\n<ul>\n<li>Your\/your agents&#8217; qualification(s) data.<\/li>\n<\/ul>\n\n\n<h3 class=\"wp-block-heading\">Payments<\/h3>\n\n\n<ul>\n<li><strong>Invoices<\/strong>: for every payment\/bill made with the Banner.<\/li>\n<\/ul>\n\n\n<h3 class=\"wp-block-heading\">Routing<\/h3>\n\n\n<ul>\n<li><strong>Smart routing journey<\/strong>: the customer&#8217;s smart routing path: actions, junctions, etc.<\/li>\n<\/ul>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Tips<\/h2>\n\n\n<ul>\n<li>Applied column additions and filters will be reset if you log out of INO.<\/li>\n<\/ul>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Frequently asked questions<\/h2>\n\n\n<ul>\n<li>Which right should be unchecked in the Maker roles to prevent the creation of an exploration from a data source?\n<ul>\n<li>The &#8220;<strong>creation<\/strong>&#8221; right, since the &#8220;<strong>Save<\/strong>&#8221; button allows you to create an exploration from a data source!<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Related contents<\/h2>\n\n\n<ul>\n<li><a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/reporter-an-overview\/\" target=\"_blank\" rel=\"noopener\">Reporter: an overview<\/a><\/li>\n<\/ul>","protected":false},"excerpt":{"rendered":"<p>Data sources are the first module of the Reporter, and allow you to begin analyzing your available data, as well as to create Explorations, KPIs, Planned Reports, etc.<\/p>\n<p>We will see here what are the features of the data sources and how to create new ones.<\/p>\n","protected":false},"author":3,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[146,105],"ht-kb-tag":[133],"class_list":["post-3061","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-as-an-administrator","ht_kb_category-using-ino","ht_kb_tag-reporter"],"_links":{"self":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/3061","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/comments?post=3061"}],"version-history":[{"count":12,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/3061\/revisions"}],"predecessor-version":[{"id":3611,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/3061\/revisions\/3611"}],"wp:attachment":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/media?parent=3061"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-category?post=3061"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-tag?post=3061"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}