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How to create and update reports

Articles about building and updating reports, how to change their configurations, and specific requests for a particular report.


How do I measure agent touches in Explore?

Question How do I measure agent touches in Explore? Answer Measuring agent interactions on a ticket can be accomplish...

Edited Jan 24, 2024

1 vote  ·  3 comments

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How can I alter the date format in datatips?

Question I have changed the date format in most parts of my report, however, the new format isn't taken into consider...

Edited Jan 24, 2024

1 vote  ·  6 comments

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Can I remove agents from the legend when not shown in the report?

Question Is there a way to remove agents' names from the legend when they are not shown in the report at that time? S...

Edited Jan 24, 2024

1 vote  ·  0 comments

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Can I report on user email domain in Explore?

Question Is there a type of report I can create to pull the email address of everyone who sent us a question? Answer ...

Edited Sep 28, 2023

2 votes  ·  5 comments

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How do I analyze and improve my IVR tree with reporting?

Question I would like to analyze my IVR tree to learn how many times different branches were used and identify branch...

Edited Dec 22, 2023

0 votes  ·  3 comments

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Can I track second or third reply time in reporting?

Question Is it possible to track subsequent response time in Explore? Answer No, it is not possible to report on the...

Edited Jul 24, 2023

16 votes  ·  4 comments

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Can I filter Explore reports by custom agent roles?

Question Is it possible to filter my Explore reports using custom agent roles? Answer You are able to filter a report...

Edited Dec 13, 2023

6 votes  ·  11 comments

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Can I report on agents in a group that is different than the agents' Support group?

Question Is it possible to report on agents in a different group than the Support group they are in? For example, I c...

Edited Jul 26, 2023

0 votes  ·  0 comments

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Can I exclude tags that I haven't used recently?

Question If I haven't used a tag recently, will it still appear in my report? Can I report on tags that haven't been ...

Edited Oct 13, 2022

0 votes  ·  0 comments

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How do I report on user data in Explore?

Question How can I report on user and organization data in Explore? Can I report on users or organizations that do no...

Edited Aug 09, 2024

2 votes  ·  5 comments

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Can I report on views in Explore?

Question Can I report on views in Explore? Answer It is not possible to report on views in Explore, as views are onl...

Edited Jan 24, 2024

7 votes  ·  6 comments

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Can I report on how many texts are sent by my agents?

Question Can I report on how many texts are sent by my agents? Answer It's not possible in Explore to specifically re...

Edited Jul 26, 2023

1 vote  ·  0 comments

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How can I sort months in chronological order in my reports?

Question I have added a month attribute to my report but it is not sorted correctly. Can I display the month values i...

Edited Jun 26, 2023

8 votes  ·  10 comments

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Why do I not see the "Dual" button in my report?

Question Why can I not select the Dual option on the metric in my report? Answer If your report defaulted to the Ta...

Edited Aug 21, 2024

0 votes  ·  0 comments

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Why am I seeing Any channel as a ticket channel when building a report?

Question When building a report that references ticket channels, I see one called Any channel. What does this mean? A...

Edited Oct 17, 2023

1 vote  ·  1 comment

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How can I duplicate a report in Explore?

Question I want to edit an existing report without losing the original one. Is it possible to make a copy of the orig...

Edited Mar 31, 2023

2 votes  ·  0 comments

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How do I display the start date of the week instead of the week number?

Question My report displays the week of the year, but I want to see the date that the week starts instead. How can I ...

Edited Aug 21, 2024

9 votes  ·  16 comments

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How do I exclude zero values from my Explore report?

Question My report displays zero values for some dates. How can I exclude zero values? Answer In the report builder, ...

Edited Mar 01, 2024

5 votes  ·  7 comments

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Can I report on how many chats are started by customers?

Question Chats can be started by end users, agents, or triggers. Is there a way to report on this distinction? Answer...

Edited Jan 24, 2024

0 votes  ·  0 comments

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Where should I add metrics and attributes in a report?

Question Can I add metrics to the filters section of a report? Answer You can only add a metric to the metric secti...

Edited Apr 21, 2023

0 votes  ·  0 comments

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How to create a report

Question I want to see metrics such as the number of solved tickets or the average response time.How do I create a...

Edited Jun 17, 2024

0 votes  ·  0 comments

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Where do I find the event filter in Explore?

Question Where do I find the event filter in Explore? Answer In Explore, the time-based filters all reference specifi...

Edited Jan 24, 2024

0 votes  ·  0 comments

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