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Analytics Manual ANALYTICS MANUAL August ’09 Analytics Explorers Creating Basic Reports Report Management Custom Reports Dashboards Enterprise Analytics RightNow Documentation Administrators Staff Members Administrator Manual User Manual Navigation Sets System Configuration CTI Administration Common Functionality Staff Management Communication Configuration Screen Pop Contacts Workspaces/Workflows Monetary Configuration Contact Upload Organizations Agent Scripting Database Administration Add-Ins Tasks Customizable Menus External Suppression List Notifications RightNow Business Rules Multiple Interfaces CTI Solution Custom Fields Outlook Integration Configuration Outlook Integration Administrators Staff Members Admins & Designers Service Administrator Service User Manual Customer Portal Manual Incidents Configuring RightNow for Answers Customer Portal Content Library RightNow Chat Configuration RightNow Chat Setting UP WebDAV and Dreamweaver Guided Assistance Service Level Agreements Cloud Monitor Creating Templates and Pages RightNow Wireless Offer Advisor Administration Offer Advisor Working with Widgets RightNow Incident Archiving Deploying Customer Portal Service RightNow Wireless Migrating to Customer Portal Admins Admins & Staff & Staff Sales Administrator Analytics Manual and User Manual Sales Processes Analytics Explorers Quote Templates Report Management Disconnected Access Configuration Creating Basic Reports RightNow Opportunities RightNow Custom Reports Quotes Dashboards Sales Disconnected Access Analytics Enterprise Analytics Staff Members Staff Members Marketing User Manual Feedback User Manual Marketing Explorers Feedback Explorers Audiences Audiences Content Library Content Library RightNow Mailings RightNow Questions Marketing Campaigns Feedback Surveys www.rightnow.com RightNow® August ’09 Analytics Manual August 21, 2009 Documentation. This documentation is © 1998–2009 RightNow Technologies, Inc. The documentation is pro- vided under license, and is subject to change from time to time by RightNow, in its absolute discretion. Software Code. Except as provided hereafter1, the software code is © 1997–2009 RightNow Technologies, Inc. The software may be covered by one or more of the following patents issued by the United States Patent and Trademark Office: patent numbers 6,665,655; 6,434,550; 6,842,748; 6,850,949; 6,985,893; 6,141,658; 6,182,059; 6,278,996; 6,411,947; 6,438,547; and D454,139, or by the following patent issued by the United Kingdom Patent Office: patent number GB239791. Other patents are also pending. Trademarks. The following are trademarks of RightNow Technologies, Inc.: RightNow; Multiview Technology; ProServices; RightFit; RightNow Live; Locator; SmartConversion; SmartSense; RightNow Outbound; RightNow Service; RightNow Metrics; RightNow Marketing; RightNow Sales; RightNow Voice; RightPractices; RightStart; SmartAssistant; SmartAttribute Technology; Talk RightNow; Proactive; Proactive Customer Service; TopLine; Top Line Customer Service; iKnow; Salesnet, and RightNow Connect. Web address: http://rightnow.com Email address: [email protected] 1.For a list of third-party software disclosure notices, refer to the back pages of the RightNow Administrator Manual. Contents 1 Contents Chapter 1 Introduction. 11 About this manual. 11 Documentation conventions. 12 RightNow August ’09 documentation . 13 Chapter 2 Analytics Explorers . 17 Accessing Analytics explorers. 18 Searching in explorers . 18 Copying and saving in explorers. 22 Creating custom folders . 22 Copying items . 23 Saving items . 24 Reports explorer . 25 Styles explorer . 27 Using the style editor. 27 Selecting style options . 29 Chart Styles explorer . 33 Creating and editing chart styles . 35 Color Schemes explorer . 50 Images explorer . 52 Replacing images . 54 Text Fields explorer . 54 Selecting fonts and colors . 61 Choosing font attributes . 61 Choosing colors . 63 Chapter 3 Report Management . 67 Viewing reports . 68 Opening reports. 68 Viewing report definitions . 72 Exporting report definitions . 74 Drilling down in reports . 75 2Contents Selecting report or layout views . 77 Ribbon options when viewing reports . 78 Home tab . 78 Display tab . 83 Page Setup tab . 85 Design tab. 86 Format tab . 87 Searching in reports and analyzing output . 90 Selecting date ranges . 93 Understanding date grouping output variables. 94 Understanding incident performance intervals. 95 Understanding the First Contact Resolution Rate . 99 Understanding report caching . 99 Queuing reports . 100 Manual queuing . 100 Automatic queuing. 102 Queuing failures. 103 Viewing queued reports. 103 Viewing reports in the queue. 103 Opening queued reports . 104 Using queued reports . 105 Report databases . 105 Distributing reports. 106 Modifications made to distributed reports . 107 Printing reports . 107 Previewing reports . 107 Printing reports . 109 Forwarding reports . 111 Publishing reports . 114 Exporting report output . 115 Scheduling reports . 121 Adding alerts to schedules . 127 Changing output options . 129 Changing report displays with styles. 129 Selecting record or tabular layouts . 130 Contents 3 Modifying report display options . 131 Changing page options settings . 131 Changing data display options. 133 Changing report backgrounds . 134 Adding borders to a report . 136 Showing and hiding report sections . 138 Showing and hiding data exceptions. 139 Modifying report magnification . 139 Changing data options. 140 Selecting columns to display . 140 Changing sort options . 141 Using Auto Filter . ..
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