Report Advanced Settings

When creating a custom report, or modifying a standard report, you can also configure sharing and additional filters.

Scroll to the bottom of the Edit / New Reports page and click Show Settings under the Advanced Settings label.

Sharing

Filters the data in your report by one or more business units.

Create a business unit filter

From the Available Business Units list, drag and drop business unit names into the Business Units column.

Your report data will only come from the business units displayed in the Business Units column.

Agent Group filtering

Filters the data in your report by one or more agent groups.

Create an Agent Group filter

From the Available Agent Groups list, drag and drop agent group names into the Agent Groups column.

Your report data will come only from the agent groups displayed in the Agent Groups column.

Agent Filtering tab

Filters based on live and virtual agents.

Include engagements with live agent only

In cases where an engagement contains both live agents and virtual assistants; your report will show data from the live agent only.
Include engagements with virtual assistants only In cases where an engagement contains both live and virtual agents; your report will show data from the virtual assistant only.
Include engagements with virtual assistants and live agents In cases where an engagement contains both live agents and virtual assistants; your report will show data from both live agents and virtual assistants.

Results Filtering tab

Create criteria to filter the data in your report.

Create a results filter

  1. Use the green + button to create a new filter clause.
  2. Use the down arrow in the first field to select a metric or a dimension. Metrics and dimensions from your report are populated into the drop-down list.
  3. Use the down arrow in the second field to select a Boolean operator.
  4. Enter a value in the third field to complete your search clause.

Your report data will be filtered by the criteria you enter here.

Other Options tab

The Other Options tab allows you to set additional options.

Allow Null Dimension
  • When this field is checked, the report displays null dimension values.
  • When this field is clear, the report will not display a row for null dimensions.
Enabled
  • When this field is checked, the report is collecting data.
  • When this field is clear, the report does not collect data.

Note: In both cases, the field will display in the menu.
Ignore CEAPI chats Does not show data from CEAPI chats.
Include CEAPI chats Shows data from CEAPI chats.
CEAPI chats only Only shows data from CEAPI chats.