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Report templates

Every report is built from a template. The template defines everything about the report except the period you run it for:

  • Visual layout — the summary table shown in the report header, an optional chart, the list of columns, sorting, and conditional formatting.
  • Visibility — whether the report is Public (available to all users in your organization who have reporting permissions) or Private (available only to the selected owner).
  • Default report period and timezone — the period pre-selected when the report runs; the timezone affects the scheduler, date/time filters, and how date/time values display in results.
  • Filtering criteria — which conversations (or other records) the report includes, for example only inbound conversations longer than 90 seconds.
  • Email distribution — send the finished report as an Excel and/or PDF attachment to a list of recipients.
  • Schedule — run the report automatically at an interval.

To see a report's template, open the report and click the Template tab. From there, authorized users can edit the template — see Managing templates.

How visibility works

  • A Public template is visible to everyone with reporting permissions, but each run still reflects the access scope of the person who ran it: a supervisor who manages one group gets results for that group only, while an administrator gets the whole organization. See Running reports.
  • Only Private reports with an assigned owner can be scheduled. Scheduled runs execute with the owner's permissions.