Reporting

In this article, you’ll get an overview of our Reporting feature. We’ll be detailing how to create reports, tiles and how to manage your reports and tiles.

Key Information

• This feature is currently in Beta, more information, instructions and metrics will be available as development continues.

• The role required to access the Reporting section is Analytics.

• This is historic data, for real time data see Dashboards.

• To report on free text fields, you will need to enable the data item as reportable.

How to Create a Report

First, navigate to Reporting by selecting the option in the header.

Open

You will be presented with screen the below.

Open

Select Create Report. Then give your Report a name, select a timezone and select save.

You’ll then be taken to the report you have just created. Now let’s add some tiles.

Adding Tiles

Select Add Tile.

You’ll be presented with the Tile Library on the right hand side. You can search for a tile or use the dropdown to help you filter through the different tiles.

Select the tile you want to add and this will open the tile creation modal. First step is to select the type of chat.

Once you have select a chart you will then complete the parameters for your data and provide the tile a name. In the example below we have selected the queues we want to see closed interactions for.

Select Save once you had made your selections and provided a name. The tile will be added to your report.

You are able to resize the tile by dragging in the bottom right corner and reposition the tile by clicking and dragging the title of the tile.

Here is a list of the current metrics available, further metrics will become available throughout the beta access.

Managing your Reports

You can edit or delete your report using the three dot menu next to your report name.

Each Report has a set of filters you can apply using the report filters section. You can set the data range (quick filters or custom time range), select queues, select channels and data to filter your tiles within the report.

Date

Channels

Queues

Data

Data filter added

Select the filters you want to add to your report (and the tiles within your report) and when you are done just select the Apply button on the right of the section.

You will see the tiles recalculate based on your selections. If you wish to save your selections as the default each time the report is access then you can use the save icon next to your report name to do this.

Managing your Tiles

You can edit or delete your tiles using the three dot menu in the top right of a tile.

Depending on the chart type you’ve added to your tile, you will be able to select and view your data by different intervals, see below.

This will recaulate the data within your tile and can be saved as the default view for this tile by using the save icon in the top right.

You are also able to filter the data on individual tiles, giving you a way to drill down specific data further than just at the report level. This is done by select the filter icon in bottom left of the tile.

Select the data you wish to filter by and it will then be displayed like the below. If you wish for the this filter to always be present on your tile then just use the save icon on the tile to do this.

Reporting on Text Fields

To report on free text fields you will need to able a setting on the data item. You can do this by going to /Configuration/DynamicData. Then find the data you want to report on and enable the below setting.