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Creating report templates

This page is the full reference for creating a report template. You need reporting permissions; creating Public reports requires an additional permission.

Create a report

  1. Go to Reports and click Create.
  2. Select a report type (see Conversation details report and Conversation summary reports) and continue.
  3. Fill in the template settings described below and save.

General settings

  • Report Title — a distinctive name. Required.
  • Description — optional summary of what the report shows.
  • Visibility — Public (the report is available to all users who have reporting enabled in their permissions) or Private (available only to the selected owner).
  • Owner — the owning user; shown for Private reports. Scheduling and email delivery run under the owner's permissions.
  • Default Report Period — the pre-selected period: Date Range, Last 24 hours, Last 7 days, Last 30 days, Last 365 days, Today, Yesterday, This week, Last week, This month, or Last month. Required.
  • Timezone — affects the scheduler, date/time attributes in filtering criteria, and how date/time values display in results.
  • Keep reports history — how many days built results stay available.
  • Caching — keep enabled (recommended); caching shortens build time for frequently run reports.
  • Users can modify filters — allow users to change the filtering criteria when they run the report.
  • Report Page Size / Page Orientation — page setup for the PDF export.
  • Row limit — the maximum number of rows to include in the report.
  • Table headers — rotate table headers to save horizontal space.
  • PDF Export — transpose the table in the PDF export, with a configurable number of records per page.
  • Drilldown URL — hide the View calls drill-down links in summary report rows.

Summary Attributes

The summary table appears at the top of the report and shows aggregate values (for example total conversations). Choose the attributes to include and, optionally, a custom title for each. Attributes can be re-ordered by drag-and-drop.

Chart

Optionally add a chart. Available styles:

  • Pie — proportions of a whole; one dimension and one measure.
  • Column — vertical bars comparing values; the dimension is the X axis, measures are the Y axis.
  • Bar — horizontal bars comparing values with each other.
  • Line — trends over time.
  • Area — a line chart with shading below the line.

A dimension is the attribute that defines the axis categories (for example, group); a measure is a numeric value to plot (for example, total conversations). Column, bar, line, and area charts support multiple measures. You can display custom labels instead of the attribute names.

Sorting

Sort results by one or more columns:

  1. Under Sorting, select the Attribute to sort by.
  2. Choose ASC (ascending) or DESC (descending).
  3. Click + Add Column for secondary sort keys — the first column takes precedence.

Columns

Define the columns your report displays:

  • Click + Add Column to add a column; click the remove icon next to a column to hide it. See the column reference for what is available; dimension columns are marked with [*] in the picker.
  • Style column headers: bold, italic, underline, text color, and horizontal alignment.
  • Super Header — a shared header spanning several columns: enter the same Super Header title for each column it should cover.

Conditional Formatting

Add formatting rules that change how values display when they meet a condition. Each rule selects an Attribute, a Condition, and a Value, and applies formatting such as alignment, number format, text color, background color, or a data bar.

Filtering Criteria

Limit the report to matching records — for example, only inbound conversations with a duration greater than 1 minute 30 seconds. Filters use the same parameter/condition/value builder as advanced search. If Users can modify filters is enabled, these criteria can be adjusted at run time.

Send Report by Email

Deliver the results by email each time the report is built:

  1. Check Send report by email.
  2. Under Attachment formats, select Excel, PDF, or both.
  3. Enter the recipient's email; click + Add email for more recipients.

Schedule

Run the report automatically. Options: Not scheduled, Every Hour, Every Day, Every Week, Every Month, or Custom (crontab) for arbitrary intervals — for example, 5 PM Monday through Friday. Each interval accepts a time-of-day (and day selection where applicable).

Note

Scheduling is available only for Private reports with an assigned Owner. Scheduled runs execute with the owner's permissions, and email delivery uses the template's email settings.