Configure Snapshots

Snapshots in the CXi Pulse product allow you to analyze specific call data based on customizable filters. You can set up snapshots as a one-time activity, recurring process, or ongoing task, depending on your business needs.

How to Configure a Snapshot

Follow these steps to create and configure a snapshot:

1. Provide a Name: Assign a clear and descriptive name to your snapshot. This helps identify its purpose at a glance.
2. Select a Language: Choose the language of the calls you want to include in the analysis. This ensures your data is relevant and appropriately categorized.
3. Define a Date Range: Specify the date range for the calls to be analyzed. This could be:
   1. A specific time period (e.g., last month).
   2. Ongoing updates for real-time analysis.
4. Set a Limit: Determine the scope of the snapshot by setting limits. You can:
   1. Specify the number of calls to include.
   2. Choose a component to narrow your focus. Components can include:
      1. Campaigns
      2. Skills
      3. Agents
      4. Dispositions
5. Configure Logical Operators: Manually create cases by applying AND or OR operators. This flexibility allows you to build complex filters that meet your specific needs.
   1. Use AND to include multiple conditions that must all be true.
   2. Use OR to include calls that meet at least one of the conditions.

Example Use Case

Let’s say you want to analyze:

• Calls from a specific campaign.
• Over the last week.
• In English.
• With a maximum of 1,000 calls.

You would:

• Name your snapshot “Campaign Analysis - Week 1.”
• Select English as the language.
• Set the date range to the last 7 days.
• Limit to 1,000 calls.

Start configuring your snapshots today to make the most of your Pulse insights. Check out the next article to learn more about setting up topics!