Overview
The Reports section has been redesigned to improve usability and efficiency for admin users. The new landing page introduces categorized navigation, collapsible sections, and a powerful search feature, all aimed at making it easier to find and access the reports you need.
Old Experience:
Reports were listed alphabetically, making it hard to find relevant reports or understand their purpose. The landing page for Custom Reports was the first report in the list, making it confusing to navigate and understand.New Experience:
Reports are now grouped under meaningful categories that align with user workflows, as determined by user research and card sorting exercises. Users now have a landing page dashboard with easy access to commonly used and favorite reports.
What Should I Know?
Faster Access: Quickly find the report you need by browsing categories or using the new search function. Quickly find Saved Reports and Favorite Reports, recent reports and top used reports on the Report Home dashboard.
Less Confusion: Improved organization with logical categories of reports make it easier to understand what each report does.
Personalization: Saved Reports section keeps your custom reports easily accessible. Favorite a report to pin it to the Report Home dashboard.
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Efficiency: No more scrolling through a long, alphabetical list, search easily for a report or find it on your dashboard.
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User Experience Details
The sidebar navigation and search are designed to be intuitive and responsive.
The state of collapsible sections and search is preserved as users move between report pages.
The new landing page structure and search significantly reduce the time and effort required to locate specific reports.
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Contents:
Custom Reports Landing Page
The sidebar features two collapsible sections:
Common Reports
Contains all standard reports, grouped into subcategories such as Lead Reports, Agent Reports, Performance Reports, etc.\
Saved Reports
Displays the user’s custom reports that have been set with filters and specific parameters.
Both Common Reports and Saved Reports are expanded by default when the user lands on the Reports Home page.
Users can collapse or expand each section using the chevron icon.
The collapsed/expanded state persists as users navigate within the Reports section.
If the user leaves the Reports Home page and returns, the sidebar panel resets to the default expanded state.
Common Reports
Common Reports are now listed in categories.
Categorized Reports
Reports are grouped as shown here:
Lead Reports
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Agent Reports
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Performance Reports
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SMS Reports
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IVA Reports
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Saved Reports
On any report, click Save Report.
Enter a distinctive Name for the report.
Enter the Emails, separated by commas, for all admins that should receive this report on a regular basis.
In the Included Fields section click one of the radio buttons to configure whether the saved report will include all available data fields or only the ones being displayed in the table.
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Select an option from the Frequency drop-down:
The Frequency option determines when the report will be sent to the email list.
Different Time fields appear depending on the Frequency selection.
The Frequency and Time fields are not active unless there are emails entered in the Emails field.
Hourly |
If Hourly is chosen, select a number of minutes from the drop-down, up to 59 minutes. |
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Daily |
If Daily is chosen, select a time of day in the Time field.
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Weekly |
If Weekly is chosen, a time of day in the Time field and a day of the week in the Day field must be selected. |
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Click the Save button.
If there are emails in the Emails field, you will not be able to save the report without selecting a Frequency for the report to be sent.
The saved report will show in the Saved Reports category of the sidebar panel.
💡 If you are already viewing a Saved Report this drop-down will read Edit Report, if you no longer want that report with that configuration saved, click the Delete button in this Edit Report window to remove it from the Saved Reports list.
Search Reports
A search input field is now available at the top of the left sidebar (below Reports Home).
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Search Scope:
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Search Behavior:
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Case-insensitive matching.
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Results Display:
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| Search works while viewing any Report. | |
Search can find Saved Reports. |
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Search will not find Favorite reports, Favorited Reports are only listed on the Report Home page.
Report Home
The Custom Reports landing page is now the Report Home dashboard.
This landing page contains three (3) groups of reports:
Top Reports
Favorite Reports
Recent Reports
These groups of reports help you find common and frequently used reports quickly.
Top Reports
This section contains descriptions and easy launch functions for the most commonly used reports.
This collection of Top Reports cannot be altered by the User, the reports listed are static for all users.
Report Name |
Description |
List Conversion Report |
The List Conversion Report enables profitability analysis and projections using different Lead or Agent costs. Admins can use this data to optimize campaign economics and maximize ROI. |
Status Report |
The Status Report displays the outcome of every call within the selected timeframe. Dispositions, or Statuses, are labels that categorize call outcomes for both Inbound and Outbound calls, enabling trend analysis across Leads. |
Contact Rate Report |
The Contact Rate Report displays the ratio between All Calls and Agent Answered/Success Leads. The Contact Rate Report can help determine Campaign, List, and Agent performance. |
Agent Success Report |
The Agent Success Report tracks call metrics for each Agent, including the number of successful calls and how much time is spent on each call, in wrap-up, or waiting for a call. |
Agent Performance Report |
The Agent Performance Report enables analysis of call activity and outcomes across all Campaigns. This report provides visibility into logged-in time, wrap-up time, connection success, and other performance metrics. |
Campaign Report |
The Campaign Report displays the number of calls placed in a Campaign over a specified timeframe. By using breakdowns and filters, you can determine how well your Campaigns and Lists are performing. |
Click the + or - to expand/collapse the Top Reports section.
💡 The page will remember the state of this section and default to collapsed or expanded depending on it's state when the last session ended.
Favorite Reports
Now you can save any report as a Favorite.
Favorited Reports will appear in the Favorite Reports section of the Report Home dashboard.
💡 You can save up to ten (10) reports as Favorites.
When viewing a report, click the Add to Favorites button.
A Success modal window will appear confirming the report was added to your Favorites.
On the Report Home dashboard you will see the Favorited report listed.
💡 Favorite Reports and Saved Reports are different in that Saved Reports are reports set up with filters and specific parameters, Favorite Reports is only a list of reports the user likes best.
Recent Reports
Any report an admin has recently viewed will show in this list.
You do not have to have run the report for it to be listed here, any report name that was clicked on will show here.
💡 Only the ten (10) most recently accessed reports will be listed in this section.