HELP FILE

How do I access historical data?

    Access historical data via our classic data mart or our new export functionality depending on the dates of the desired data.

    Before you begin: You must be set up as a user and be assigned the supervisor role.

    For data prior to May 2021

    About this task: This option will be available until December 2022. Please ensure any desired data is retrieved before then.
    1. Sign in at https://my.jive.com/cc.
    2. Click Take me to DataMart.
    3. Click Request Data.
    4. Complete all required fields.
    5. Click Submit Request when complete.

      Result: Once retrieved, the requested data report will generate a .csv file that will be available for seven days.

    For data post May 2021

    About this task: With this option, you can export multiple files at once. There is no retention limit beyond May of 2021.
    1. Sign in to our GoTo desktop/web app.
    2. Click Analytics to launch the analytics site.
    3. Click the board you want to export. The following are currently exportable:

      • Queue caller
      • Agent performance (limited exportable data)

    4. Set the desired filters.
    5. Click Export when complete.

      Result: The desired data will generate a .csv file.