Where can I find it?

The Causes by Staff report is located under the "Staff" grouping within the Analytics module.

How do I use the filters?

The From, To, Group/Team etc filters work in the same way as in the other Analytics reports, filtering the data which is returned based on your criteria. An addition filter of Values Displayed is also available. It determines whether the data returned is displayed as a count of values or a percentage which will be based on one of two calculation methods.

What can this tell me? How often your Employees are making mistakes

How do I interpret the data? The values are a count of how many times each Cause was selected on the Employee’s results.

Example:

“Agent did not resolve the issue” was selected on 4 of Bobby's results

“No wrap codes used” was selected on 1 of Bobby's results

What do the “Vs Total Results” and “Vs Total Causes” buttons do?

They control on what basis the percentage is calculated. See below for more details.

What can this tell me? How often your Employees are making mistakes

How do I interpret the data? The percentage reflects the frequency with which Causes were selected on the Employee’s results.

Example:

“Agent did not resolve the issue” was selected on 100% of Bobby’s results
​ “No wrap codes used” was selected on 25% of Bobby’s results.

What can this tell me? What the most common mistakes your Employees make are

How do I interpret the data? The percentage represents the distribution of the Causes selected for the Employee

Example:

“Agent did not resolve the issue” accounted for 80% of the Causes selected for Bobby (4 of 5 total Causes)
​ “No wrap codes used” accounted for 20% of the Causes selected for Bobby (1 of 5 total Causes)