Manage Custom Report Templates

Report source: Tubes

Report refresh rate (ACD Summary, ACD Detail, and Personal Connection): 6 hours

Report refresh rate (ACD Detail Intraday): 1 hour

Create a Custom Report Template

Required permissions Custom Reports Create

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.

1. Click the app selector and select Reporting.
2. Select Report Templates under ACD Custom Reports.
3. Click Create New.

4. Complete the fields on the Create Form tab.

   1. For Create, select one of these options:

      • A New Report Template: Create a custom report template from scratch.

      • A Report Template By Copying Another: Select another custom report template to use as a starting point.

   2. Enter a Name for the custom report template. You can also enter a Description.

   3. Select a Category for the custom report template using the drop-down. The options include categories configured by the system and categories you have created.

   4. For Type, select one of these options:

      • Public: Make the template available to all users with access to custom reporting.

      • Private: Make the template available only to you, the user who created the template.

5. Click Next.

6. Complete the fields on the Required Information tab.

   Learn more about the fields in this step

   Field	Details
   Date Range	The date range for the data. Select one of these 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 six days ago to the current time today. 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 for the data. Applicable only if you selected Specific Date or Date Range in the Date Range field.
   Time Zone	The time zones to use when generating the report. Select one of these options: User Time Zone: The time zone of the person running the report. Business Unit Time Zone: The time zone of the tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. UTC: Coordinated Universal Time.
   Time Format	The unit of time you want the report to output for the time metrics. Select one of these options: HH:MM:SS: The report would display 65 seconds as 00:01:05. Milliseconds: The report would display 65 seconds as 65000. Minutes: The report would display 65 seconds as 01:05. Seconds: The report would display 65 seconds as 65. Tenths of seconds: The report would display 65 seconds as 650.
   Percent Format	The format in which you want percentages to appear in the report. Select one of these options: Decimal Percentage
   Output File Type	The format of the report output. Select one of these options: Excel.xls Excel.xlsx CSV PDF
   Report Template Header Name	The custom report header you want to appear on top of the generated report.
   Output Format	You can check the boxes for any of these: Include Field Names: Adds a header name to each column. Append Date to File Name (YYYYMMDD): Attaches the date that the report was run to the end of the report's file name. For example, if you ran the Agent Handle Time report on September 12, 2022, the file name would be AgentHandleTime20220912.pdf. Include Total Line: Adds a row to the report that adds the total of each column. If you add the total 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.

7. Click Next.

8. Complete the fields on the Fields tab.

   Learn more about the fields in this step

   Field	Details
   Paradigm	Select one of these options: 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 detailed 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 Connection Model requires that you use the True to Interval Paradigm. 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. Select one of these options: 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 CXone, 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 ID 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 CXone, 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 CXone, 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 CXone, 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 interval 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. Select one of these options: 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.

9. 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.

10. To add filters to the report template, follow these steps:

    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.

    Learn about the available filters

    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 <>: 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.

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

12. 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

Required permissions: Custom Reports View

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.