Custom CSV Reports

Updated: January 28, 2025 

Custom CSV Reports provides a downloadable spreadsheet of data based on a selected report type. There are over forty-five report types and each report generates data relevant to the report type.

Go to: Reports > Custom CSV Reports

Click Create Report to begin.



Creating the report begins with a pop-up window requiring basic information:

• Name. Create a name for the report.
• Description. You have the option to add a description.
• Select a Report Type. Select a report type from the dropdown menu.

Click Save to finish.



When a report is first created, it displays general information based on its default columns. In this example, the "calls" report type focuses on data regarding "call type," "country code," "system disposition," "call disposition ID," "call start," and "duration." Keep in mind, these columns and filters can be changed.



Starting from the top left corner, we have the report's name, the description, and the report's type: "calls," and the Time Zone.

From the "Time Zone" drop down menu, select a timezone for the report to be generated in. This is especially helpful when multiple managers are working from different timezones.



Click Save to apply.

Structure and Filters Section

The section below contains the "Structure" and "Filters" sections.



The "Structure" section displays a "Columns" dropdown menu. This dropdown menu contains data columns that can be added to the report. By looking at the current columns, you can determine which data columns can be removed (by clicking the X on the right side of the row) or which columns can be added.

For example, we can add the "App User:Full Name" column by selecting it from the dropdown menu. This column will include the user's full name in the report.

Select as many columns as needed then click Add to include them in the report.



Click Save to apply.

The "Filters" section provides additional report filtering options. These options help to narrow down a query.



Click the "Filters" dropdown menu to view additional filters. In this example, we're selecting the "Call:Start" filter and setting the range for "Today." Click Select to apply the range.







Click Save to apply.

When the report is ran, it generates a csv spreadsheet that can be exported, which will be explained further ahead.



Groups Section

Below the "Structure" and "Filters" section is the "Groups" dropdown menu.



By selecting a group, the data is formatted in a way that is grouped together based on your selection.

For example, we're selecting the "Call Disposition:Name" group. By doing this, rather than having individual calls formatted based on their timestamp on the spreadsheet (as shown in the example above), calls are now grouped based on their call disposition name, as well as displaying the structure columns. Notice below how the calls are grouped by their call disposition in this example.



When using groups, it's best to keep the group selections to one or two groups at most. Groups are designed to view data within one or two specific groups at a time, not multiple groups.

*Note: selecting a group is not required. It's merely another option to export data.

Click Save to apply.

Averages and Totals

Toward the bottom of the page are five toggle icons. By default, the "Show Grant Total," "Show Sub Totals" and "Show Detail Rows" are enabled. When reports are ran, they will display data based on these toggle icons. "Show Detail Row" is the only toggle that's required to be enabled in order to view the data in the export.



Example below.



View Subscriptions

To right side of the toggle icons are "Subscriptions." Subscriptions are a feature that auto-generates recurring reports based on date/time parameters.

Click View Subscriptions then Create Subscription to begin.

Frequency. Select a frequency at which the report is to be generated.
Time. Select a time when the report is to be generated.
Active. Enable the subscription my checking this box.
Days. Select which days the report is to be generated.

Click Save.



After saving, click Add Recipient.



Add Email Recipient. If you'd like to enter an email address that does not exist in the system, such as a back up email address, enter it and click Add.

From the "Users" section, click Add Recipient to include users that you may want receiving the csv report.



Click Save to finish.

Preview

On the top right of the page, click Preview to view some of the data results that is going to be generated from your report.

Reports

Click Reports to go back to the main Custom CSV Reports page.



Edit. Click here to edit the report.
View. Click here to view any recent report runs (queries).



Subscriptions. Click here to view your subscription.



Run. Click here to run the report query and generate a report.
Export. Click here to download the csv report.



Copy. Click here to create a copy of this report.
Delete. Click here to delete the report.

Conclusion

Custom CSV Reports is a robust feature that every manager uses. It can generate reports on every aspect of performance from your account. With its many report types, columns and filters, reports can get as granular as needed.

For any questions regarding custom csv report, please contact support.