You can customize the standard reports by clicking on the Customize button. When you or someone in your organization has customized a report and saved it, this new report will appear in The Custom reports tab for future use.
How to Customize a Report
When you click the Customize button a new window will appear.
Here you can choose to filter the rows and columns that should be included in the report. The content in this window will vary depending report chosen.
If you have a Resource Filter applied to you, some row elements may not be available. If you have access to edit a report that contains elements that you don’t have access to (because of Resource Filter) you cannot delete these elements. You will see a padlock symbol next to the element.
In the Column tab you will always start with a set of default elements.
You can remove an element by clicking on its garbage bin. To add one or more elements click on the + sign to open the Add column window. The elements available for this report that have not yet been chosen are listed. To add a column to the report, click on the column name. Then close the window and click Apply, or continue to customize Rows and/or set Default parameters.
Customizing Row Filters:
As default, all rows (e.g. agents, user groups, queues or access numbers) are shown in a report. To add elements to a Row Filter, click the + sign to open a new window with the elements available for this report that have not yet been chosen.
Once an element is added to the filter, only elements in the row filter will be shown in the report. You can remove elements from a row filter by clicking the Garbage bin.
Click Apply to close the Customize window or start defining Default parameters.
Customize Default Parameter:
Default parameters allow you define certain elements so you don’t have to define them every time you want to see the report. The default parameters you can define for your reports are:
- Service number (if you have several)
- From and To (e.g. Last week Monday 00:00 to Last week Sunday 24:00)
- Limit time range (e.g. mon-fri 0800-1600, Saturday 0900-1400)
- Group by time (e.g. group by Day).
You can also decide if these parameters should be Hidden, Read only or Editable for the users of the report, through the Appearance column.
When you have finished customizing a report, click the Apply button to close the window. Then click View report to generate the report with the defined parameters. If you want this report to be available in the future, expand the Change parameters part above the report and click Customize, and then click the Save as button. A new window will appear where you can enter a name and description for your report.
When you have saved your report, you can find it in the Custom reports tab.
For more detailed information and further explanations about statistics in the Administration Portal, please see a separate document: About Statistics.