If you have the data, you can build a report around it. Visualize trends, uncover insights, and make data-driven decisions with ease. Custom analytical reports let you filter, sort, and display data to highlight what matters most. Whether tracking performance, analyzing customer behavior, or monitoring sales, transform raw data into actionable insights. The possibilities are endless.
Note: Creating custom analytical reports is available to Expert, Master, and Enterprise users only.
Note: Creating custom analytical reports is available to Growth, Power, and Superpower users only.
A note on custom fields
Custom fields have been integrated into existing datasets, under Account Custom Fields. You can now use a single dataset to view all custom fields in a comprehensive report alongside all necessary data. For more information on creating custom fields, see Custom fields
Note:
- Custom fields are available in the Agents, Devices, and Tickets consolidated datasets and all custom field datasets.
- All custom fields are available under Account Custom Fields in each dataset, not just those associated with the dataset you're working with.
Create analytical reports
Create a custom analytical report to transform raw data into actionable insights, empowering you to make informed, data-driven decisions.
To create an analytical report:
1. From Reports (on the sidebar), click Create report (in the Analytical reports section).
The New report window appears.
2. Select a dataset. Then click Build report.
3. Expand data fields (on the left-hand side) to select dimensions and measures.
Note:
- The number of selected dimensions and measures within each data field will appear on the right.
- When using the 'Count' measure, duplicates may occur. For example, 'Agent ID' may appear multiple times due to dynamic or multiple IP addresses. Similarly, drilling down in preset reports may show a different number of rows than the actual count.
4. Click Run.
The report generates. You can set filters, customize visualizations, and save the report to a new or existing dashboard, or as a standalone report.
Set visualizations
To select a report's visualization:
1. After generating a report, click Visualization.
The visualization options appear.
2. Select the visualization, which will update in real time. You can edit the visualization further by clicking Edit in the top-right corner.
3. Click Save.
The report is now available via the Reports page (from the 'My reports' or 'Shared reports' tiles or sidebar dropdown menu).
Save reports or dashboards
Once saved, you can access your reports via the Reports page, within the Analytical reports section, or via the Analytical reports dropdown menu on the Reports sidebar.
Important note: When saving, moving, or copying reports, please note the following:
- 'My folder' is called 'My reports' on the Reports page and within the dropdown menu on the Reports sidebar. Dashboards and reports saved to 'My folder' ('My reports') will be private, and only visible to you.
- 'Group' is called 'Shared reports' on the Reports page and within the dropdown menu on the Reports sidebar. Reports saved to 'Group' (Shared') will be shared (visible) to all technicians with report access (including those who cannot create reports).
- 'Shared' is called 'Presets' on the Reports page and within the dropdown menu on the Reports sidebar.
- Disabling a technician will delete all reports and dashboards in their personal 'My reports'.
To save a custom analytical report:
1. After creating your report, click the gear icon () on the top right.
2. Click Save... and select one of the following:
Save as a new dashboard
After your selection in step 2:
- Enter the new dashboard title.
- Select a folder and exclude any set filters, if needed. Then click Save.
Save to an existing dashboard
After your selection in step 2:
- Enter the new report title.
- Select a folder and dashboard. Then click Save.
Save as a 'Look' (standalone report)
After your selection in step 2:
- Enter a title and description.
- Select a folder. Then click Save.
Copy dashboards
Copy any preset or custom dashboard to add more filters and make other changes. For example, if a preset report is missing something you need, you can duplicate it and add a previously-created custom field
Note: You cannot copy dashboards to the 'Favorites' or 'Shared' folder.
To copy a dashboard:
1. Click the folder icon () within any dashboard.
The Folders menu appears.
2. Select a folder.
3. Click the ellipses icon. Then select Make a copy.
4. Click the back icon () and select the folder to which you want to duplicate the report. Then click Copy here.
Important note: When saving, moving, or copying reports, please note the following:
- 'My folder' is called 'My reports' on the Reports page and within the dropdown menu on the Reports sidebar. Dashboards and reports saved to 'My folder' ('My reports') will be private, and only visible to you.
- 'Group' is called 'Shared reports' on the Reports page and within the dropdown menu on the Reports sidebar. Reports saved to 'Group' (Shared') will be shared (visible) to all technicians with report access (including those who cannot create reports).
- 'Shared' is called 'Presets' on the Reports page and within the dropdown menu on the Reports sidebar.
- Disabling a technician will delete all reports and dashboards in their personal 'My reports'.
The report or dashboard has been duplicated and appears in the selected folder.
Note: If the folder already contains a report or dashboard with the same name, the duplicated version will include "(copy)" in the title.
Now you can add or remove filters, delete tiles, rename the report or dashboard, and more.
Edit dashboards
Enhance your dashboards and reports by adding visualizations, interactive buttons, and filters. Customize settings such as refresh rates, time zones, and filter behaviors and positions. You can also set up quick layouts to streamline your workflow.
Note: You cannot edit a preset dashboard before copying it to your 'Shared' or 'My reports' folders.
In this example, we'll add a custom field filter to the dashboard.
To add a filter to the dashboard:
1. Select the dashboard.
2. Click the ellipses icon () > Edit dashboard.
The edit banner appears.
3. Select Filters > Add filter.
The Add filter window appears.
4. Expand the dataset and data field. Then select the dimension.
5. Configure the settings as needed. Then click Add.
6. Save the dashboard.
7. Set the filter and click the refresh icon () to update your dashboard.
You can always edit filters to refine your dashboards.
Edit reports
In this example, we'll change a report's (tile's) visualization.
To edit a dashboard's report (tile):
1. Select the dashboard.
2. Click the ellipses icon () > Edit dashboard.
3. Hover over the report (tile) and click the edit icon ().
The associated dataset appears.
4. Update visualizations, data fields, filters, and other elements as needed. Then click Save.
The dashboard's report (tile) is updated.
5. Click Save to save the dashboard.
Edit filters
In this example, we'll change the filter's UI element (from an inconvenient range slider to a list of selectable values).
To edit a filter:
1. Select the dashboard.
2. Click the ellipses icon () and select Edit dashboard.
3. Hover over the filter, click the ellipses icon () and select Edit.
4. Edit the filter as needed. Then click Update.
5. Click Save.
6. Apply the filter and click the refresh icon () to update your dashboard.