How to create Custom Analytics Reports

Created by Jens Leijon, Modified on Mon, 07 Aug 2023 at 02:53 PM by Hannah Peters

Analytics is the built in function for creating reports. You have access to the majority of the database tables and you can select the different columns in the reports builder, or write your own queries. We recommend that you have some SQL knowledge when customizing reports in Analytics.

To learn how to extract an existing report, read >this article<

This article will explain how to customize a report.

Go to Analytics -> Reports:

You have two folders, "Motion Reports" and "Custom Reports". We suggest that you look around and see the different reports and find one that's similar to what you want. In this case, we want to create a report about call details for specific calls. Under Motion Reports -> Voice -> Queues we have a report that's called "Details". Let's copy that:

Let's change the name and save it according to the picture below:

Go to Custom Reports and edit the report by clicking on the three dots next to the report:

When editing a report you have access to below fields:

Settings: Change the name and description of the report
Fields: Add/Edit/Delete columns/metrics in the report

Conditions: You can add conditions, for example to only select calls on a specific queue/agent/disposition etc

Preview: To make sure you have no errors, you can quickly test the report by clicking on "Preview"

Query: Show the SQL query being made to the database based on your Fields and Conditions

What we want to do is to create a report call report based on a specific queue. To do this we need to add the queue under the Conditions-tab (otherwise we will collect data from all queues).

Click Conditions. Add the Operator AND, and click Condition.
Select the following:
Column: Queue
Condition: =
Value: Which queue to select data from
Then click Save:

Go back to Custom Reports and click Run Report to export the report:

Select format and date, click Run report:

The report will then be found under Analytics -> Extracted reports. Wait until the Status shows Completed (you might need to reload the page), and then click the three dots and Download extracted report.

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