Custom Reports Building Introduction
On top of our Standard Reports, we also have the ability to create Custom Reports to track what matters most to you.
Reports are only available by default to our Team Admins. If you have a Solo Account and you want access to reports please contact our Solutions Support Advisors or you can add this link to your Quick Links Menu:
Member Detail Report
By default, we have created one custom report for you and we go into detail about that report on our Standard Reports and Where We Get the Stats article.
Here, we will go over how to build that report from scratch and a few other reports.
First, to navigate to our Reports click on Team>Reports:
Then click the Settings gear:
Then Add Report:
Now you see this screen:
Name: Give the report a name.
Description: This is just a short description so you know what you have built.
Default Date Range: This report will automatically run for the dates selected here. You can always select a different date range when running the report.
Type: For this one, we are doing a Member Detail Report.
*see details below*
Include call graph?: Include a bar graph displaying calls per member in the report. You can also add other fields to the graph we will discuss later.
Default Leaderboard Theme: When viewing a leaderboard, you can choose either a light or dark color scheme.
Rotate Leaderboard Fields?: When viewing a leaderboard, you can choose the rotate the fields the leaderboard is sorted by on each refresh.
Click Save: Once you click save you will see new options on the left.
*There are three Types of reports:
Member detail - lists each team member's individual stats
Team Summary - lists your team leaders and the totals for their entire team
Source Summary - lists totals categorized by the source of the contact*
Once you click save, more options will appear to the left, Click on Fields to see this page:
If you click Preview Report it would look like this (each Field from the Edit screen^^ corresponds to a column here):
Click Edit Report to return to Editing then click Fields to return to the previous page.
From the Fields Editing page we will click Add a new Field (orange button at the bottom) to get this screen:
Field Label: This will appear in the top row as a column title like Agent, Calls Talks Ave TT and Emails.
Description: This will only be visible to you.
Default Sort Direction: Ascending or Descending
Type: "Simple Value" to display a value that does not need to be calculated such as first name, phone number etc.
"Sum" displays values over the chosen date range such as total calls or total minutes.
"Calculation" allows you to do more complex calculations on two or more values such as finding an average or percentage.
|Value Source: This option changes based on what Type you choose. *More on this below*|
|Save your changes before moving on!|
Value Source Choices
Member Email Address
Member First Name
Member Full Name
Member Last Login
Member Last Name
Member Phone Number
Total Call Time
Total Live Answers
Total No Answers
Total Session Duration
*any disposition button you have created can be a field*
Each disposition button has a name and a status, reporting uses the status of the button which is usually the name of the button unless you edited the default setting.
Average Session duration
Average Talk Time
Percentage of Connected Calls
*Live Answer is counted as a connected call; any other button you set to be counted as 'connected' will be counted here.
|Folder||*any Folder you have created can be a field*|
Appointment ScheduledAppt. Email sent
Broadcast email opened
Broadcast email resubscribe
Broadcast email unsubscribe
Campaign email resubscribe
Campaign email resubscribe
Campaign message opened
Campaign message sent
Dial Session Call
One-touch email opened
One-touch email resubscribe
One-touch email sent
One-touch email unsubscribe
Received legacy voicemail
vPhone inbound call
vPhone outbound call
Choose which seats to include in this report. You can include active, suspended, and deleted seats using the options below. If you use the "Select All" checkbox, the report will include all seats in your team, including those you may add in the future.
The drop-down menu at the top shows you: Active Seats, Active and Suspended Seats or All Seats (includes suspended and deleted).
Once you are viewing the seats you want to view, you can either check Select All or you can manually check each individual team member you want to be included in the report.
Save your changes before moving on!
Here you can choose to have this report delivered to your to you email.
Select either Daily, Weekly or, Monthly and add the email recipients you want to receive this email delivery.
Then Click, "Add this delivery" before moving on!
Congratulations you have completed building a Custom Report in PhoneBurner!
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