You can organize your custom reports by different categories. Many system categories are available in your environment, including ACD (automatic call distribution)
System that recognizes, routes, and connects contacts to available agents based on skill and priority., Agent, Blended, Contact, IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both., Personal Connection, and WFO. If none of those categories matches your reports the way you would like, you can create custom categories by which to organize your custom reports. After creating a custom category, you can apply it to a custom report template during the creation process of the template or by editing an existing template and selecting the new category.
When you create a custom reporting category, you can modify it later. You cannot, however, modify a system category. Categories are simple, so the only modifications you can make are editing the name or activate/deactivate. You can also deactivate custom reporting categories you do not want anyone applying to custom reports, and you can activate an inactive category later. If you want to deactivate a category that you applied to a custom report template, be sure to also select a new category for the template.
Create Custom Reporting Categories
- Click the app selector
and select Reporting. -
Go to Custom Reporting > Categories.
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Click Create New.
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Enter a Category Name.
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Click Create Category.