Configuring Reports

You can create, edit or copy reports by navigating to "Reports" on the sidebar. You can create a new report by clicking on "Generate Report". On each report tile you'll see options for editing or copying the report

Clicking into the reports configuration will show you a form as shown below. The sections below describe what each of the fields means

General

In the general section, you can define

Breakdown Selection

For each report, you can pick one breakdown. It determines whether your report is broken down by records, agents, accounts or tags. In this section you can select:

• Breakdown type from a dropdown list
• Breakdown columns:
  • Auto-selected columns:
    • Record: a column that displays the record information for each row. Auto-selected when a record-based breakdown is selected
    • Agent: a column that displays agent information for each row. Auto-selected when an agent-based breakdown is selected
    • Guest: : a column that displays guest information for each row. Auto-selected when a guest-based breakdown is selected
    • Org: : a column that displays account information for each row. Auto-selected when an account-based breakdown is selected
    • Tag: : a column that displays the tag information for each row. Auto-selected when a tag-based breakdown is selected
  • Optional columns:
    • Message count: Count of messages in a record. Only applicable to Record Breakdowns
    • Record count: Count of records for a particular contact, account or tag

Score Selection

In the Scores section, you can add new scores and select columns you want to view in the report for each score.