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Engage Voice | Filtering reports in Prebuilt Reports
Last updated on October 01, 2021
Notice
Prebuilt Reports is discontinued for customers onboarded after October 22, 2021. Historical analytics (Historical reports and Historical dashboards) is available to all new customers. Click here to learn more.
If you have read Intro to Prebuilt Reports, you have a general idea of the purpose of Prebuilt Reports and the types of reports it includes. Regardless of the type of report you want, Prebuilt Reports gives you the option of immediately downloading a report or scheduling a report to be delivered to a destination such as an email address.
Whether you want to download or schedule a report, you will need to use the settings in the Report Filters tab to configure your report. In this article, we will discuss how you use the settings in this tab to filter the set of data that will be included in your reports.
Depending on the type of report you are configuring, you may specify the system entities to be included in the report, such as one or more accounts, dial groups, campaigns, inbound queue groups, inbound queues, or agent groups and agents. For certain reports, you may also specify how the report data is to be sorted or organized within the report.
Keep in mind that the settings you have to choose from will vary depending on the type of report.
How to filter a report
Since the filtering options change depending on the type of report you choose, the instructions below will not apply in every circumstance. However, there are many basic settings that are common to most reports and the instructions explain how to use those settings.
When you are ready to configure the most common filtering settings, follow these steps:
1. Click on the Analytics app icon upon log in
2. Navigate to Prebuilt Reports via the left-hand navigation bar
3. Select the category of report you want to configure
4. Select a specific report within the category to reveal the Report Filters tab for that report
5. Click on the Run once or schedule? field and select Once or On a Schedule
6. Click on the Report Timezone field to reveal a list of timezones and select one
7. Click on the Start Date field to enter an exact day and time (or use the calendar icon on right)
8. Click on the End Date field to enter an exact day and time (or use the calendar icon on right)
9. Click on the File Return Type field and select one of the file options
10. Click on the Select Accounts field to reveal your available accounts and select one (repeat this step if you want to select multiple accounts)
Keep in mind that if you want to download a report immediately after configuring the settings above, you must choose Once from the Run once or schedule? field. Then, after you finish configuring your settings, all you have to do is click the Download Report button. You may also want to read Downloading reports.
If you want to schedule a report, then you must choose On a Schedule in the Run once or schedule? field. However, to finish configuring your prebuilt report, you will need to click the Next button to access the Schedule tab. If you want to learn how to schedule a report, then read Scheduling reports.
Report Filters settings (common to most reports)
In the section above, we explained the steps required to configure the most common filter settings. Here we will review those settings and the specific options you have for each one.
- Run once or schedule?: Allows you to determine whether you are downloading a report or scheduling a report
- On a Schedule: Allows you to schedule a report and gives you access to the Schedule and Destination tabs. If you choose this option, you must complete settings in all three tabs
- Once: Allows you to download a one-time report. If you choose this option, you only need to complete settings in the Report Filters tab and then click the blue Download Report button
- Report Timezone: Determines the timezone you want to use for calculations in your report. When you click on the field, it reveals your options
- Start Date: Determines the time and day you want to be the earliest data included your report
- End Date: Determines the time and day you want to be the latest data included in your report
- File Return Type: Determines the type of file you want for your report
- CSV: A Comma-Separated Values (CSV) file will be received
- PDF: A Portable Document Format (PDF) file will be received
- HTML: A HyperText Markup Language (HTML) file will be received
- XML: An Extensible Markup Language (XML) file will be received
- XLS: A Microsoft Excel Spreadsheet (XLS) file will be received
- XLSX: A Microsoft Excel Spreadsheet file based on Open XML will be received
- ODS: An OpenDocument Spreadsheet (ODS) file will be received
- Select Accounts: Allows you to specify which accounts you will report on. When you click on the field, it reveals all available options
In the next section, we will discuss the less common settings and/or those settings that only appear for certain reports.
Report Filters settings (specific)
In addition to the common filtering settings described above, in most cases, you will need to configure additional settings, which will be determined by the particular report you have chosen. You should configure the settings from left to right, as some settings depend on what you have selected in earlier settings.
In the sections below, all possible settings for all reports in a given category are grouped together. For this reason, depending on the particular report you choose, you may not need to configure all the settings listed for a particular category.
Now let’s review settings for each category of report.
Agent Reports settings
These settings appear in the reports for this category:
- Agent Teams: Allows you to select one or more agent teams in your account to report on
- Status: Allows you to select an option to limit the agents being reported by the agents’ status
- All Agents: Returns both active and inactive agents
- Active Agents: Returns only active agents
- Inactive Agents: Returns only inactive agents
- Agent Groups: Allows you to select one or more agent groups to report on. When you click on the field, the available groups will appear
- Agents: Allows you to select one or more agents from the agent groups you chose in the previous field. When you click on the field, the available agents will appear
- Queue Groups: Allows you to select one or more queue groups you want to report on. When you click on the field, the available groups will appear
- Queues: Allows you to select one or more queues from the queue groups you chose in the previous field. When you click on the field, the available queues will appear
- Dial Groups: Allows you to select one or more dial groups where the agents performed activities. When you click on the field, the available groups will appear
- Campaigns: Allows you to select one or more campaigns associated with the dial groups you chose in the previous field. When you click on the field, the available campaigns will appear
Digital Reports settings
These settings appear in the reports for this category:
- Agent Disposition: Allows you to filter the report data by specifying one or more agent dispositions
- ANI: Allows you to filter the report data by the number of the party initiating the interaction (if known)
- UII: Allows you to filter data based on the unique identifier for a digital interaction
- Agent Groups: Allows you to select one or more agent groups to report on. When you click on the field, the available groups will appear
- Agents: Lets you select one or more agents from the agent groups you chose in the previous field. When you click on the field, the available agents will appear
- Digital Queue Groups: Lets you select one or more digital queue groups to report on. When you click on the field, the available groups will appear
- Digital Queues: Lets you select one or more digital queues from the digital queue groups you chose in the previous field. When you click on the field, the available digital queues will appear
Cloud Reports settings
These settings appear in the reports for this category:
- Group By: Lets you select an option for how to group the data being reported
- Profile: Groups the report data by cloud profile
- Destination: Groups the report data by cloud destination
- Cloud Profile Groups: Lets you select one or more cloud profile groups to report on. When you click on the field, the available groups will appear
- Cloud Profiles: Lets you select one or more cloud profiles from the cloud profile groups you chose in the previous field. When you click on the field, the available cloud profiles will appear
- Include Media: Specifies including media information for any applicable phone numbers
General Reports settings
These settings appear in the reports for this category:
- ANI: Lets you filter the report data by the number of the caller for inbound calls, or the number of the callee for outbound calls
- DNIS: Allows you to filter the report data by the number of the caller for outbound calls, or the number of callee for inbound calls
- Call Id: Allows you to filter the report data by specifying a caller ID
- Queue Groups: Allows you to select one or more queue groups to report on. When you click on the field, the available groups will appear. When this filter is used, the Dial Groups filter should not be used
- Queues: Allows you to select one or more queues from the queue groups you chose in the previous field. When you click on the field, the available queues will appear
- Dial Groups: Allows you to select one or more dial groups to report on. When you click on the field, the available groups will appear. When this filter is used, the Queue Groups filter should not be used
- Campaigns: Allows you to select one or more campaigns from the dial groups you chose in the previous field. When you click on the field, the available campaigns will appear
- Cloud Profile Groups: Allows you to select one or more cloud profile groups to report on. When you click on the field, the available groups will appear
- Cloud Profiles: Allows you to select one or more cloud profiles from the cloud profile groups you chose in the previous field. When you click on the field, the available cloud profiles will appear
- Cloud Destination Groups: Allows you to select one or more cloud destination groups to report on. When you click on the field, the available groups will appear
- Cloud Destinations: Lets you select one or more cloud destinations from the cloud destination groups you chose in the previous field. When you click on the field, the available cloud destinations will appear
- Agent Groups: Lets you select one or more agent groups to report on. When you click on the field, the available groups will appear
- Agents: Lets you select one or more agents from the agent groups you chose in the previous field. When you click on the field, the available agents will appear
- Track Groups: Lets you select one or more track groups to report on. When you click on the field, the available groups will appear
- Track Numbers: Lets you select one or more track numbers from the groups you chose in the previous field. When you click on the field, the available track numbers will appear
Inbound Reports settings
These settings appear in the reports for this category:
- Group By: Allows you to select an option for how to group the data being reported
- Gate: Groups the report data by inbound queue
- DNIS: Groups the report data by phone numbers the customers dialed
- Time Block: Allows you to choose whether the report should be broken down by hour, half-hour, or quarter hour
- Queue Groups: Allows you to select one or more queue groups to report on. When you click on the field, the available groups will appear
- Queues: Allows you to select one or more queues from the queue groups you chose in the previous field. When you click on the field, the available queues will appear
Outbound Reports settings
These settings appear in the reports for this category:
- Group By: Lets you select an option for how to group the data being reported. The options below depend on which particular report you are configuring
- Agent Login: Groups the report data by agent login
- Agent Account: Groups the report data by agent account
- Total: Returns the data as a list of totaled statistics, such as agent dispositions
- Campaign: Groups the report data by outbound campaign
- Agent: Groups the report data by agent
- List: Groups the report data by lead list
- System Disposition: Lets you filter the report data by specifying one or more system dispositions
- Agent Disposition: Lets you filter the report data by specifying one or more agent dispositions
- Time Block: Lets you choose whether the report should be broken down by hour, half-hour, or quarter-hour
- Include Dial Groups: Lets you choose whether to include data breakdowns by dial groups within the report
- Sub Group By: Lets you further group the data you already grouped into subgroups
- Agent Groups: Lets you select one or more agent groups to report on. When you click on the field, the available groups will appear
- Agents: Lets you select one or more agents from the agent groups you chose in the previous field. When you click on the field, the available agents will appear
- Dial Groups: Lets you select one or more dial groups to report on. When you click on the field, the available groups will appear
- Campaigns: Lets you select one or more campaigns from the dial groups you chose in the previous field. When you click on the field, the available campaigns will appear
- Lead Lists: Lets you select one or more lead lists to report on. When you click on the field, the available lead lists will appear
Realtime Reports settings
These settings appear in the reports for this category:
- Agent Teams: Lets you select one or more agent teams in your account to report on
- Rollup Agent: Check to display data with a decreased level of agent detail
- List State: Lets you select an option to limit the lead list being reported by the lists’ state
- All: Return all lead lists
- Active: Return only lead lists that are active and available for dialing
- Paused: Return only lead lists that are paused and cannot be dialed
- All Callbacks: Return only leads that have been assigned a specific callback time
- Agent Callbacks: Return only leads assigned both a specific callback time and a reserved agent
- Type: Lets you filter data based on passes and whether or not leads were dialed
- Dialed Leads - All Passes: Show information on all passes for leads dialed
- Dialed Leads - Last Pass: Show information on only the last pass for each lead dialed
- All Leads: Show information on all leads including leads that were not dialed
- System Disposition: Lets you select a specific call result to report on
- Agent Disposition: Lets you filter the report data by specifying one or more agent dispositions
- Custom Lead Data Field Group: Lets you report data only from the specified custom lead data group
- Associated Script: Lets you add script results to your report
- Include Xfer Data: Check to include data on transferred calls
- Include Aux Data: Check to include auxiliary data from the lead information
- Include Speed to Lead: Check to include data indicating the amount of time between a lead being loaded into the system and when the first attempt was made to dial a lead, as well as the time to connect to an agent
- Report on All Calls: Check to include data for calls of all types. If you uncheck this box, a number of fields will be displayed where you will instead specify which types of calls to report
- ANI: Lets you filter the report data by the phone number of the incoming caller
- DNIS: Lets you filter the report data by the phone number the customers dialed
- Unique Call ID: Lets you filter data based on a unique caller ID
- Call Notes: Lets you filter data on notes entered by the agent for the call
- Extern ID: Lets you filter data based on an external ID (if any) entered in the Ext. Agent ID field of the agent configuration. To learn more about configuring a new agent read Creating a new agent
- Include Unanswered Passes: Check to include data for unanswered contacts to leads
- Agent Groups: Lets you select one or more agent groups to report on. When you click on the field, the available groups will appear
- Agents: Lets you select one or more agents from the agent groups you chose in the previous field. When you click on the field, the available agents will appear
- Dial Groups: Lets you select one or more dial groups to report on. When you click on the field, the available groups will appear
- Campaigns: Lets you select one or more campaigns from the dial groups you chose in the previous field. When you click on the field, the available campaigns will appear
- Queue Groups: Lets you select one or more queue groups to report on. When you click on the field, the available groups will appear
- Queues: Lets you select one or more queues from the queue groups you chose in the previous field. When you click on the field, the available queues will appear
- IVR Studio Groups: Lets you select one or more IVR groups to report on. When you click on the field, the available groups will appear
- IVRs: Lets you select one or more IVRs from the IVR groups you chose in the previous field. When you click on the field, the available IVRs will appear
Track Reports settings
These settings appear in the one available report in this category:
- Opt Out: Lets you select an option to limit the track call data being reported by Opt-Out status
- All: Returns all the call data
- Yes: Returns call data only for calls where the Opt-Out status has been set to ‘Yes’
- No: Returns the call data only for calls where the Opt-Out status has been set to ‘No’
- DNIS: Lets you filter the report data by a phone number the customers dialed
Deprecated Reports settings
If you have questions about the settings for Deprecated Reports, please contact your CSM.