Engage Voice | Intro to Prebuilt Reports

Last updated on October 01, 2021


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.
Reports are a standardized way to get information on specific activities in your contact center. Prebuilt Reports allows you to download or schedule a report. You can use these reports to view your data in tables with columns, rows, and headers.
Most of the reports you’ll find in the system are standard, generic, and always available, although we do offer custom reports upon request. Various general reports are available for categories that include reports on agents, digital queues, inbound calls, outbound calls, cloud, general, tracking, and more. 
Upon logging in to the Analytics app, you can find your reports by navigating to Prebuilt Reports via the left-hand navigation bar. 
View of the 'Scheduled reports' button on the left-hand navigation bar
Most of the reports you’ll find in Prebuilt Reports are historical reports, but you will also find some real-time reports.
View of the 'Realtime Reports' link under Scheduled reports
While historical reports provide data that is at least one day old, real-time reports allow you to view same-day data. Keep in mind that the real-time reports located in Prebuilt Reports are different from the Real-Time reporting dashboards that you can access when you navigate to Real-Time in the Analytics app. To learn more about Real-Time, you should read Intro to Real-Time reporting.
Prebuilt Reports is a useful feature because it allows you to track metrics like KPIs (Key Performance Indicators) and SLAs over days, months, and even years. They’re viewable and downloadable, so you can edit, arrange, and even print the data as you please. You can also choose from multiple download formats: CSV, PDF, HTML, XLS, XLSX, and ODS.

Helpful hint!

When creating Prebuilt Reports where data pulled from the system are ‘historical’ in nature, variable data such as SLAs will be reported according to the settings that were in effect during the call. This means that if you adjust SLAs on a queue and then generate a Prebuilt Report, the SLAs during the time of the call will be reported.
You can schedule reports to run at and between certain times and intervals, and even specify a timezone in which reports should process data. Reports can be forwarded to the destination(s) of your choice via email, File Transfer Protocol (FTP), and Secure File Transfer Protocol (SFTP). You can also view and manage all your scheduled prebuilt reports within a table that displays schedule information and report properties.
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