Report Filters and Settings

Report filter controls

Default report filter controls

 

 

 

Filter controls for calculated reports

 

 

 

 

  1. Date range
  2. Search by keyword
  3. Filters
  4. Group by
  5. Export
  6. Email
  7. Scheduled reports
  8. Primary and secondary range filters

 

Date range

Date range filter control

The Date Range option allows you select from a pre-set number of date ranges (i.e. the last 30 days) or to insert a specific range of dates.

 

Search by keyword

Search by keyword filter control

 

Need to find all the chats from someone with a particular email? Perhaps all chats where users mention a particular item number? The Search by Keyword feature allows you to search several different fields within the report for keywords.

 

Filters

Filter by engagements, response time, or specific groups

Filter options vary by the report, but will allow for you to narrow the report results to exclude specific information or to pull the report statistics by Group or Agent depending upon the report.

 

Group by

Group by filter control

The Group by function allows for viewing the graphical data in Agent, Group, and timeframe increments (hourly, daily, weekly, monthly, or yearly).

 

Export

Export report control

All reports can be exported in HTML, PDF or Excel format.

 

Email

Email report control

All reports can be emailed in HTML, PDF or Excel.

 

Scheduled reports

Each report can also be scheduled to be sent via email on a specific frequency. Insert email addresses, the date range of the report, the frequency you wish to receive the report, and schedule itsโ€™ delivery.

 

Unsubscribe from a scheduled report

Scheduled reports listed in the agent profile

If you wish to unsubscribe to a report being sent, go to the top right-hand corner of your screen and click on your profile image. Choose Profile, from that menu and then the Subscription tab. You can simply put the scheduled report in the trash can from that tab.

 

Primary and Secondary Range Filters

Primary and secondary date and time range filters

Primary and Secondary Range Filters allow you to filter your report results by the time of day and day of the week.


 


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