Analytics, Reporting, and Dashboards
What the exam tests
Analytics questions test reporting tools, subject areas, dashboard design, and security. You need to choose the right tool for operational vs strategic reporting and ensure row-level access follows the security model.
Core rules and concepts
- Operational reports (case lists, queue aging) differ from analytical dashboards (trends, SLA attainment). Use the tool that fits: subject-area analysis for real-time exploration, pixel-perfect reporting for scheduled and formatted outputs.
- Define measures consistently: first response, resolution, reopen rate, first-contact resolution, and SLA attainment need written definitions.
- Dashboards should answer a role’s questions: agent, supervisor, knowledge manager, executive. Avoid one dashboard for everyone.
- Report security must inherit data security; test with a restricted user, not an admin.
- Scheduled reports need delivery, retention, and failure handling.
Worked example
Build a first-contact-resolution dashboard for supervisors. Define FCR as cases resolved on first contact without reopen within 7 days; use case and interaction subject areas; filter by queue and date; test as a supervisor who sees only their region. The reasoning: the definition prevents metric drift, and the security test proves the dashboard does not leak other regions.
Traps
- Using inconsistent KPI definitions across reports.
- Building dashboards without row-level security testing.
- Overloading a dashboard with every metric instead of role-relevant questions.
- Ignoring time zones and business calendars in SLA reporting.