How to Create a Custom Report
Introduction to Custom Report

Comm100 provides robust reports for Live Chat, Ticketing & Messaging, Bot, and Global features with key metrics mirroring product usage and agent performance. The Custom Report option allows you to create reports using the metrics and attributes of your own choice.

To learn more about Comm100 prebuilt reports, see this article.

For a more efficient data query, data of each Comm100 product is organized into multiple datasets. Each dataset contains predefined metrics and attributes that can be used to build reports. The steps to create a custom report consist of the following:

  1. Choosing a dataset
  2. Adding metrics and attributes
  3. Setting up chart visualization
  4. Filtering Out Unwanted Data
When your custom report is ready, you can set a schedule to send the report to your agents at specified frequency automatically. To learn more about how to set up report scheduling, see this article.
Choosing a Dataset

A dataset is a collection of metrics and attributes related to a specific topic. For example, the dataset Chat contains metrics such as the number of chats and agent response time, and attributes such as agent and chat source. You must choose a dataset to start building your reports.

Available datasets

The datasets available for all Comm100 products are as follows. Learn about the available datasets of each product so you can choose the right one to build your reports on.

Live Chat datasets

  • Chat: Data on chat volume and agent performance. Key metrics include the number of chats, chat requests, wait time, and so on.
  • Offline Message: Data of offline messages from different sources.
  • Visit: Data of visits to your website from different campaigns or during a time range.
  • Queue: Data of chat queue size of different departments or during a time range.
  • Auto Invitation: Data of auto invitations such as the number of sent and accepted auto invitations.
  • Manual Invitation: Data of manual invitations, such as the number of sent and accepted manual invitations.

Ticketing & Messaging datasets

  • Ticket: Data on tickets from all messaging channels, including email, SMS, and social messaging channels. Key metrics include the number of tickets, channels, resolution times, and so on. 
  • Ticket SLA: Data on your Service Level Agreement (SLA) performance with metrics like SLA policies, SLA targets, and SLA tickets.

Bot datasets

  • Chatbot Intent Detection Record: Data on Chatbot performance. Key metrics include the number of provided answers, collected leads, and booked meetings.
  • Taskbot Trigger Record: Data on Taskbot performance. Key metrics include the number of flow completions, collected leads, and booked meetings. 

Global Settings datasets

  • Canned Message Usage: Data on the usage of each canned message, including the number of used times and the number of agents who have used the message.
  • Agent Status Log: Data on agent utilization. Key metrics include agent online time, chat time, and idle time.

Step by Step Instructions

Start building your reports by choosing a dataset. To choose a dataset, follow these steps:

  1. Log in to the Comm100 Control Panel.
  2. From the left navigation menu, go to Reporting > Custom Report.
  3. Click New Report.
    The Select Dataset drawer slides out from the right side.
  4. On the Select Dataset drawer, choose the product you want to report on. For example, the Live Chat tab.SelectDataset.png
  5. Within the product tab, choose the dataset containing the information you want to use in your report. You can click a dataset to preview the available metrics in it.
  6. Click Next.
     A page for creating a custom report appears.
Adding Metrics and Attributes

Metrics are numerical data such as the number of chats, chat messages, and agent response times. Attributes are non-quantifiable values that can be used to group the metrics, such as agent name, ticket ID, and ticket channel. To create a report, at least one metric is required, and attributes are optional.

To add metrics and attributes to your report, follow these steps:

  1. On the New Custom Report page, input the report name.
  2. Within the Data tab, choose the metrics you want to add to your report. Up to five metrics are allowed.
    • To view the metric definition, hover your mouse over it.
    • Comm100 automatically uses the most suitable aggregator for the metric. You can change the aggregator according to your needs.
  3. (Optional)To change the metric aggregator, expand the aggregator drop-down list and choose a new one. The aggregators available vary with the metric.

    Aggregators define how the metric values are calculated. For example, for the metric Waiting time, you can use the Sum aggregator to view the total waiting time and the Average aggregator to view the average waiting time of chats. The metric aggregators include the following:

    • Count: Shows the number of records. 
    • Sum: Adds up all numeric values.
    • Average: Calculates the arithmetic means of numeric values.
    • Maximum: Identifies the highest numeric value.
    • Minimum: Identifies the lowest numeric value.
    • Percentage: Identifies the value in the percentage. 
  4. (Optional) Add the attributes to group the metrics. For example, you can group your data by Campaign, agent, or department. Up to two attributes can be added.
  5. Click Save on the top right.
     The metrics and attributes are successfully added to your report.

When you are adding metrics and attributes, the system automatically creates a chart with default chart style on the right for a preview. To change your report's visual effects, proceed to the Setting Up Chart section.

Setting Up Chart Visualization

You can change chart visualization settings, including chart type, sorting order, and stack options, to change the way your report is presented.

To change chart visual effects, follow these steps:

  1. On the Custom Report page, click the edit button against the report you want to customize.Custom Report.png
  2. Click the Chart tab.
  3. Choose the chart type you want. The supported chart types vary with the number of metrics and attributes in the report.
  4. Choose the sort order for the report results. The sorting options include:
    • A-Z: To sort the result on attribute options alphabetically. For example, when we group chats by Agent, then the result is displayed based on the agent's name (A-Z). 
    • Z-A: To sort the result on attribute options in the order of Z to A.
    • Value Ascending: To sort the result by metric values from low to high. 
    • Value Descending: To sort the result by metric values from high to low. 
      Note:  When the group by attribute is Day of Week, A-Z is from Sunday to Monday. When the attribute is Date, A-Z is from the earliest date to the latest date. For Quarter of Year, A-Z means from Q1 to Q4.
  5. (Optional) For the Bar chart and Column chart with multiple metrics or attributes, you can choose to stack the results in the report. Stack means to arrange items on top of each other for the Column chart and side by side for the Bar chart.
  6. Click Save on the top right. Your report is saved in your own style.

After the report is created, you can edit, copy, or download the report.

Filtering Out Unwanted Data
When creating a report, you can use the filter option to exclude the data you don’t want to report on. For example, when creating a report on the number of chats of each agent, you can limit statistics to several departments or a specified time period. The attributes available for filtering vary with the dataset.  
You can filter the report for one-time use or save it for future reuse. To filter your report, follow these steps:
  1. Click New Filter on the chart's upper left.
  2. Choose the attribute you want to filter your report by.
  3. Choose the sub-options that you want to include in the report.
  4. (Optional) To further filter the report, perform the steps to add other filters.
  5. (Optional) To save your filters, click Save.