Actions for Prebuilt BI Reports

Prebuilt Business Intelligence (BI) reports allow you to view and analyze data from your organization. They provide more functionality and more advanced data analysis capabilities than ACD prebuilt reports.

The data in prebuilt BI reports is displayed in widgets. Widgets can be graphs, charts, gauges, and more. You can drill down into widgets and export data from an individual widget.

The sections below describe the actions you can perform in prebuilt BI reports.

Filter Report Data

The first time you open a prebuilt BI report, you are prompted to choose how you want to filter the data, such as by a date range or team. If you want to change these filter settings, you can click either Re-prompt Icon of a funnel filter in front of a piece of paper. or Reset Icon of a clock with an arrow pointing backwards..

  1. In the Prompt pop-up, configure the filter settings fields that apply to the report, such as Time Period. Not all filter options are available for every report.

  2. Click Run.

  3. If the report has further filters:

    1. Click Filter Icon of a funnel filter..

    2. Select a filter, then select the parameters you want to assign to that filter. For example, if you want to look at the data for a particular agent, you could select the Agent Name filter, then select the agent's name as the parameter for that filter. You can also click Select All to add all of the available parameters.

    3. Click Apply.

Bookmark Filter Settings

You can bookmark the filter settings you've applied to a prebuilt BI report. If the report has different tabs, the bookmark will remember the tab you were on. This will help save time if you consistently check the same data in a report.

  1. Apply the filter settings you want to save, then click Bookmarks Icon of a bookmark..

  2. If you don't have any saved bookmarks, click Add New. If you have saved bookmarks, click Add Bookmark Icon of a plus sign in a circle..

  3. Give your bookmark a name. Click Save.

Change Column Sort Settings

You can right-click on a column header to display the Sort options for that column. Some common options are:

  • Sort Ascending Icon of three bars, with the largest one at the bottom.—Alphabetical order, A to Z. Numerical order, lowest to highest.

  • Sort Descending Icon of three bars, with the longest one at the top.—Alphabetical order, Z to A. Numerical order, highest to lowest.

  • Show Totals—Change the data to display the total, mean, median, mode, standard deviation, and so on.

Drill Down

Many widgets and tables in BI reports allow you to drill down to see isolated data.

  1. Right-click the widget area or row you want to focus on.

  2. Click Show Data....

  3. Review the isolated data in the Show Data pop-up. You can click Add Data to add additional data attributes and metrics. You can also click Export Icon of a box with a blue arrow pointing out. to export this specific data.

  4. When you're done reviewing the data, click Close.

Export Data

You can export all the available data in a report or export data from individual widgets.

Export Report Data

  1. Click Share Icon of a box with an arrow pointing out. in the top right corner of the report.

  2. Click Export to Excel or Export to PDF.

  3. Select your desired Range and Contents from the drop-downs.

  4. If you're exporting to PDF, open the More Settings drop-down to configure Paper Size, Orientation, and other Display Options.

  5. Click Export.

Export Widget Data

  1. Hover over the widget. Click Options Icon of three stacked dots. in the top right corner.

  2. Click Export, then select PDF or Data. Exporting to Data will generate an Excel spreadsheet.

  3. If you're exporting to PDF, configure the Paper Size, Orientation, and other Display Options.

  4. Click Export.

Add Data to Widgets

You can add additional data attributes and metrics to a widget in a report.

  1. Hover over the widget. Click Options Icon of three stacked dots. in the top right corner and select Show Data.

  2. If the widget is a table, a drop-down may appear in the top left corner, which you can use to switch between column sets.

  3. Click + Add Data in the top right corner of the Show Data window.

  4. Check the boxes for the data you want to add to the widget. You can check the box next to (All) to add all of the data in that section.

  5. Click OK.

  6. Review the data, then click Close.

You can export the widget data with your additions directly from this window by clicking Export Icon of a box with a blue arrow pointing out. in the top right corner of the window.

Change Displayed Data in a Column

In tables in BI reports, you can change the attribute or metric a column displays.

  1. Right-click a column header.

  2. Click Replace With.

  3. Select the data attribute or metric you want the column to display instead.

Expand Widgets

To expand a widget, hover over the widget and click Expand Icon of two arrows pointing away from each other. in the top right corner. Click Shrink Icon of two arrows pointing towards each other. to bring the widget back down to its original size.