Report-Building Interface

Overview

When building or modifying a report in Insights, the interface is organized into three main areas: the Side Navigation, the Data area, and the Side Configuration Panel. Most of your report-building work happens in the Side Configuration Panel, which is covered in detail below.

Side Configuration Panel

The Side Configuration Panel is where you configure everything about your report, its basic settings, field selection, groupings, date range, results limit, and live refresh behavior.

Settings

The Settings gear icon allows you to update the report's name, time zone, and labels at any time.

Once a report has been built and saved, the data source cannot be changed.

Buttons

The buttons at the top of the Side Configuration Panel differ depending on how you started the report.

When starting from a template, two buttons are available:
- Build
  - Applies your current configuration changes so you can preview the results. You can continue making adjustments until the report looks the way you want.
- Save As
  - Saves a copy of the report under a new name. You must provide a name to save successfully. The original template is always preserved.

Once a report has been saved, three buttons replace the two, the settings icon appears, giving you additional options for managing and sharing the report.

Results Limit

The default results limit is 20,000 rows, which is also the maximum. This can be adjusted in the Side Configuration Panel if you want to work with a smaller data set.

Live Settings

The Live toggle enables automatic data refresh on a set interval, providing a real-time view of what is happening in your contact center. When Live is enabled, you can configure both the refresh interval and the scope of data displayed.

Live functionality is most commonly used with charts, but certain reports can also be configured with Live enabled to present compelling real-time data, for example, on a live supervisor dashboard.

Date Range

The default date range is the Last 30 minutes (default). Additional options include Yesterday, Today, Past 7 Days, Last Week, This Week, Past 30 Days, Last Month, This Month, or Custom.

Custom Date Range

Selecting Custom allows you to define a precise start and end date and time (year/month/day and hh:mm:ss), giving you full control over the data window the report returns.

Fields and Groupings

Below the limit, live, and date range settings are two tabs that control the content of your report: Fields and Groupings.

Fields
- The data points you want the report to return. They can be filtered, sorted, and summarized in a wide variety of ways. When adding fields, click the small triangle next to the [+] button to see the option to add all available fields for the selected data source at once.

Groupings
- Optional. Groupings organize data by combining "like" records together; for example, grouping by agent and then by queue creates a data hierarchy that makes raw data easier to interpret. Multiple groupings can be applied.