Manage Custom Report Templates

Create a Custom Report Template

  1. If you want to apply a custom header or category to the top of all reports generated by this template, create the header or category first.
  2. Click the app selector and select Reporting.

  3. Go to Custom Reporting  >  Report Templates.

  4. Click Create New.

  5. Complete the Create Form, which contains the basic information for the template.

    Field Details

    Create

    Specifies whether you want to create A New Report Template from scratch or create A Report Template by Copying Another. If you choose the latter, you must use the drop-down box to select the existing template you want to copy.
    Category Select from the drop-down the category by which you want to organize the report template. In the report templates table, you can sort the list of reports by their category. This drop-down includes system categories like ACD or IVR, and also custom categories that you have already created.
    Type There are three options for Type. Two of the options are selectable and the third is just viewable:
    • Public — makes the template available to all client users who can access custom reporting.
    • Private — makes the template available only to the user who created the template.
    • Global — these are pre-built global templates that are available to all clients who can access custom reporting. They cannot be modified directly but can be copied as needed. The copy can be set to either Public or Private.

  6. Click Next.

  7. Complete the Required Information form, which determines the date and time components of the report, output format, and so forth.

    Field Details

    Date Range

    The date range from which to pull the data. The drop down provides the following options:

    • Today — from 12:00 AM today until now.
    • Yesterday — from 12:00 AM to 11:59 PM yesterday.
    • Last 7 Days — from 12:00 AM one week ago yesterday to 11:59 PM yesterday.
    • Last 30 Days — from 12:00 AM 30 days ago yesterday to 11:59 PM yesterday.
    • Previous Week — from 12:00 AM Sunday to 11:59 PM Saturday of the last full week.
    • Previous Month — from 12:00 AM the first day to 11:59 PM the last day of the last full month.
    • Month to Date — from 12:00 AM the first day of this month to now.
    • Specific Date — from 12:00 AM to 11:59 PM on a date you select.
    • Date Range — from 12:00 AM on the first date in the range you choose to 11:59 PM on the last date in that range.
    Start/End Time The start and end time from which to pull the data.
    Time Zone

    The time zones to use when generating the report. You can choose from the following:
    Time Format

    The unit of time you want the report to output for the time metrics. You must choose from the following:

    • HH:MM:SS — if a time metric has a value of 65 seconds and you selected this option, the report displays 00:01:05.
    • Milliseconds — if a time metric has a value of 65 seconds and you selected this option, the report displays 65000.
    • Minutes — if a time metric has a value of 65 seconds and you selected this option, the report displays 01:05.
    • Seconds — if a time metric has a value of 65 seconds and you selected this option, the report displays 65.
    • Tenths of seconds — if a time metric has a value of 65 seconds and you selected this option, the report displays 650.
    Percent Format The format in which you want percentages to appear in the report. You can choose from Percentage, which includes a % sign, or Decimal, which is a number with two decimal places.
    Output File Type

    Specifies one of the following as the format of the report output:

    • XLS – in a legacy Excel spreadsheet.
    • XLSX – in a modern Excel spreadsheet.
    • CSV – in a comma-delimited list.
    • PDF – in a PDF document.
    Report Template Header name Specifies the custom report header you want to appear on top of the generated report.
    Output Format

    Specifies either, none, or all of the following options in the report:

    • Include Header Row — specifies that column definitions will appear as the first row of the report.
    • Append Date to File Name (YYYYMMDD) – includes the date that the report was run in the file name. For example, AgentHandleTime20210912.pdf would be the name of the output file if you ran a report called AgentHandleTime on September 12, 2021.

    • Include Summary Total Lines — adds a row to the report that adds the total of each column.

      If you add the totals line to a true to interval report, the totals do not match the numbers in the report. This is because when a contact spans multiple intervals, the contact is accounted for once per interval. In the totals row, each contact is counted once no matter how many intervals the conversation spanned.
  8. Click Next.

  9. Complete the Fields page, which determines which metrics the report will calculate and fields will appear.

    Field Details

    Paradigm

    • Contact Start – generates information beginning when the contact starts regardless of how long it continues. It provides clear contact traceability, the data is easy to summarize, and it is generally more reliable for auditing and third-party billing. However, this paradigm provides no granular insight into how a contact might impact multiple interval periods.

      When you choose Contact Start as your Paradigm, you can select Contact Summary or Contact Detail as your Model. The Personal ConnectionModel requires that you use the True to IntervalParadigm.

    • True to Interval – breaks out summarized count and time data across the intervals in which they take place. It provides an accurate representation of what happens within each interval and is generally more reliable for workforce management. However, if you create a summary or total off an interval report using this paradigm, it causes inflated contact counts.

    The following tables demonstrate the difference between how Contact Start and True to Interval reports calculate the same data. Each table displays a 15-minute interval report with two contacts — one 30-minute contact and one seven-minute contact — both of which started at 8:00.

    True to Interval

    Interval Handled Average Handle Time
    8:00 — 8:15 2 11:00
    8:15 — 8:30 1 15:00

    It appears agents handled three contacts in the 30-minute time period, even though they only handled two. This is because one of the contacts spanned multiple intervals and the report counts contacts once in each interval they span.

    Contact Start

    Interval Handled Average Handle Time
    8:00 — 8:15 2 18:30
    8:15 — 8:30 0 0:00

    Time components, such as AHT, can display numbers greater than the length of the interval. This is because long-running contacts, all grouped into the interval in which the contact started, can inflate values.
    Model

    Specifies the model you want the report to follow. You must choose one of the following: 

    • Contact Summary — metrics that generate general information become available in the Fields. Contact summary enables you to generate reports that provide a high-level view of contact data. If the Agent Name, Campaign Name, Skill Name, Team Name, Disposition Name, Point of Contact Name, or Location Name is changed in Central, the application tracks that attribute and combines the data for both the new and old name together. Data in this model updates every six hours.
    • Contact Detail — metrics that generate specific information become available in the Fields. Contact detail enables you to view data at the contact IDClosed A unique numerical identifier assigned to each contact. level. In addition to the listed Contact Summary attributes, if the Tag Name or Force Logout by Agent Name is changed in Central, the application tracks that attribute and combines the data for both the new and old name together. Data in this model updates every six hours.
    • Intraday Contact Detail — metrics that generate specific information become available in the Fields. Intraday contact detail enables you to view data at the contact ID level. It contains a rolling two days' worth of data. In addition to the listed Contact Summary attributes, if the Tag Name or Force Logout by Agent Name is changed in Central, the application tracks that attribute and combines the data for both the new and old name together. Data in this model updates every hour.
    • Personal Connection — metrics that generate specific information about outbound dialing become available in the Fields. In addition to the listed Contact Summary attributes, if the Disposition Classification is changed in Central, the application tracks that attribute and combines the data for both the new and old name together. Data in this model updates every six hours.

      • *For the Contact Summary and Contact Detail customer reports, the refresh occurs in scheduled intervals every 6 hours. The default intervals are 2 a.m., 8 a.m., 2 p.m., 8 p.m. MST.
    Interval

    Displays the data for each intervalClosed A period between points, limits, or events, such as dates or times. the data has crossed. If you choose to run the report based on an interval, this field specifies the interval by a defined time component.
    Perspective

    Provides a view of data attributes and metrics pertaining to a particular type or subject area. When you select a Perspective, the fields and metrics that do not relate to that perspective become unavailable.

    • Model –select all of the available attributes and metrics.

    • Agent – select only the available attributes or metrics that relate directly to an agent.
    • Contact – select only the available attributes or metrics that relate directly to a contact.

    • IVR – select any of the available attributes or metrics that relate directly to IVR.
    Fields

    For a description of each of the field attributes, see the data dictionary.

    The field attributes that appear in the report output. You may choose up to 10 attributes per single report.

    Attribute combinations increase the number of rows in a report. The more detailed attributes you include, the more you risk creating a report with a high number of rows that times out. Because Contact ID and Session ID each generate such a large number of rows in a report, you cannot select both attributes in the same report.
    Metrics or a description of each of the metrics attributes, see the data dictionary.
    Selected Metrics

    The Selected Metrics table lists all the metrics you selected and the order in which they appear. You can use the buttons to change the order in which the metrics appear in the report. Entries can move up/down 1 position, or all the way to the top/bottom of the list.

  10. You can click Run to test the metrics and fields that you selected. Your browser automatically downloads the report after it runs. You can check the report before continuing.

  11. Click Next if you are happy with your selected settings.

  12. If you don't want to include filters in your template, you can skip this step. Filters allow you to remove any undesired data from the report.

    1. Click Add Dimension Group to create a filter statement with attributes, like names or booleans. Click Add Measure Group to create a filter statement with metrics, such as numbers of occurrences or time.

    2. Choose the selection you want to filter by, which can be any attribute or metric regardless of whether you include it in the report or not. Select an operator with which to compare the selection with the value. See the table below for more information.

    3. To add another condition, click Add Filter.

    4. Set the new drop-down on the left to and or or to set the relationship between this filter and the preceding one. Configure the rest of the filter as you did the previous one.

    5. To add more filters, repeat steps A - D.

    6. To remove filter statements from a group, select the minus button to the right of the statement. To remove a filter group, click the red X in the top right corner of the group window. Click Remove All to remove all groups and filters immediately.

    7. If you are editing a template, click Done.

    If you select too many filters, there may be no data to report. Some filters overlap in filtering the data. If your report shows no entries, reduce the number of filters you are using.

    Filter Type Details

    Field Group
    Enables you to create a statement containing AND and OR conditions based on any metric—not just metrics you selected to appear in the report—that returns any value that is not a measurement of time or value. For example, you can use a field group to create a filter statement that returns only data where the Day of Week does not equal Saturday or Sunday.

    When you add a filter to a field group, you must provide the following data:

    • If it is any filter other than the first, an extra drop-down appears on the left. You must select either and or or to designate how the statement connects to the previous statement.
    • Select the metric from the - Select Attribute- drop-down. It contains all metrics that return a non-measured value, including metrics you did not add to the report template.
    • From the operator drop-down that appears when you select a metric, select either =—equal to—or <>—not equal to.
    • From the final [Select] drop-down, select the value you want the metric equal or not equal to.
    Metric Group
    Enables you to create a filtering statement containing AND and OR conditions based on any metric—not just metrics you selected to appear in the report—that returns any measured value, such as time or number of occurrences. For example, you can use a metric group to create a filter statement that returns only data where Duration > 00:05:00 AND Duration < 00:10:00.

    When you add a filter to a metric group, you must provide the following data:

    • If it is any filter other than the first, an extra drop-down appears on the left. You must select either and or or to designate how the statement connects to the previous statement.
    • Select the metric from the - Select Metric- drop-down. It contains all metrics that return a measured value, including metrics you did not add to the report template.

    • From the operator drop-down that appears when you select a metric, choose the operator that compares the metric to the value. You can choose from the following:

      =

      Equals

      <>

      Does not equal

      >

      Greater than

      >=

      Greater than or equal to

      <=

      Less than or equal to

      <

      Less than

    • In the text box, type the value you want to compare to the metric. If it is a time value, the text box contains gray text indicating the required format. If you do not see a format in the text box, enter a number.

  13. Click Save.

After creating a report template, you can create a custom schedule by which the report will run. You must select the desired report in the Schedule settings. If you added a schedule to your custom report, you can also connect the report with a custom SFTP server. Each time the report is generated according to the schedule, CXone also sends the report to your SFTP server, just like a normal recipient.

Run Custom Reports Manually

After you create a report template, you can either run it manually or you can set up a report schedule that will run it for you one time or on a recurring schedule.

Manual reports have two limitations: the report must contain no more than 13 months of data, and the report must take no longer than 3 minutes to run. You must use a report schedule to run reports that exceed these limitations.

  1. Click the app selector and select Reporting.

  2. Go to Custom Reporting  >  Report Templates.

  3. Select the template you want to run.

  4. Click Run.

    A pop-up window appears, indicating that your report is processing. Your browser automatically downloads the report after it runs.

    You are locked into the screen and cannot navigate away until the report generation process is complete. Click Cancel to cancel the report and close the window.