Creating a custom report from scratch is a simple step-by-step process. To begin, select Create Report on the Chronicall Homepage.
Selecting Row Type
The first step to creating a report is choosing a row type. A report's rows represent the type of information you would like to learn more about. For example, choosing Agent as your row type will fill the left-hand column with the names of your agents. The remaining columns will display more information about them, based on the report fields you create later.
If you're not sure which row type to choose, select one and check the report preview to the right. This preview shows an example of your report and will be updated as you continue to build it.
Some row types, such as Call and Event, can also be set with row filters. While you will always be able to choose a time frame for your report when you run it, row filters allow you to further narrow down the list of calls or events within that time frame. For example, if you simply wanted to see all of your abandoned calls over a given timeframe, you could create a Is Call Abandoned filter and set it to True.
Adding Columns and Summaries
Report fields, also called columns, are the information you want to find out about the items in your rows.
Click Add to create a new column. The Available Fields list to the left contains all of the possible column types you can add to your report, based on your chosen row type. Selecting one will open a list of field criteria, or filters, on the right. These filters allow you to include or exclude certain types of call data from that column.
For example, choosing a Call Duration column for an agent report will, by default, show you the entire duration of that agent's calls over a given time frame. But if you wanted to narrow it down to their inbound calls, you would set the Call Direction filter to Inbound. Most of the filters you'll need will be listed under the Common section, but the Advanced section contains many more that can narrow your results down even further with very specific criteria. For descriptions of a column or its available filters, open the Description tab above the filter list.
After finishing your columns, you can choose to include report summaries at the top of your page. Summaries take all of the information in your report and condense it down into quick facts. For example, if you're finding the inbound call duration for each of your agents, a summary could give you the grand total, maximum, minimum, or average call duration across all of your agents. You can either choose these summaries from the suggestions that appear in the top half of the custom report wizard, or create your own by clicking Add in the section below.
Setting Parameters and Configuring Skins
Another powerful feature of Custom Reports is the ability to use parameters. These are values you can set at the time you run the report, similar to the time frame you choose every time you run a report. To create one of these parameters, right-click on any filter name during the report creation process and select Create New Parameter. Enter a name for the parameter, then press OK. Now the field across from the filter name will read “Assigned to (Parameter Name).” Once you finish your report, there will be another row of options beneath Report Timeframe, allowing you to edit your report as you run it.
You can also use a parameter to expand a single column into multiple columns with the "Expand Columns" option, available by opening the drop-down menu after assigning a parameter to a filter. This adds another line to the parameter box as you run a report. Everything you select for this parameter will be added to the report as its own column.