Custom reports

The builder answers questions about calls and saves the result as a personal widget. It follows the dashboard date range.

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Build a question

1. Open Customize → Add widget → Custom report and enter a descriptive name.
2. Under Show, choose a count, conditional percentage, distinct contacts, duration, cost, or numeric analysis field. You can add multiple measures.
3. Under Only calls that, define the dataset using agent, campaign, outcome, direction, analysis fields, and other filters. Operators depend on field type.
4. Under Split by, select up to two groups, such as agent and period. Without grouping, you get a total.
5. Enable comparison to use the preceding period of equal length. Choose a compatible visualization or keep Auto.
6. Review the preview and How it is calculated, then add the widget to your dashboard.

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Example: percentage of transferred calls

Choose Percentage of calls that… and add the transfer condition you want to assess inside that measure. Split by agent. If you also filter the entire report to one campaign, the denominator consists of that campaign’s calls, not all organization calls. Mean, median, and p90 answer different questions. Median splits durations into two halves; p90 is the value below which 90% of calls fall.

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Inspect and export

Use View calls or a cell’s action to inspect the records behind a result. You can export calls from that list. Comparison uses an equally long period immediately before the selected range; it differs from the dashboard KPI comparison between range halves. If a field is no longer available, open Configure and replace it. Empty results may reflect the date range or overly restrictive filters.

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Frequently asked questions

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See also

• Dashboard
• Call log