Custom Reporting Overview

Custom Reporting lets you create report templates that you can use to assess personal performance, present statistics to leadership, or archive results. You can attach the report templates to a schedule so that reports generate automatically on a recurring schedule or at a single moment that you specify. You can also run a report template manually to generate the report on demand.

When you create a custom report template, you can choose the features and metrics rendered in the report, the order in which they appear, the intervalClosedA period between points, limits, or events, such as dates or times. at which the report measures the metrics, and apply filters to limit the information that appears in the report. You can organize reports in the Report Template table according to Category. Many default categories come with the features, but you can also create your own custom categories by which to organize your reports.

The NICE inContact system stores 25 months of contact summary data and 90 days of contact detail data. You should only run 30 days of data at a time, or you run the risk of the report timing out. If you choose to run a report with more data, it is better to schedule it.

When you create a schedule to attach to a report template, you choose when and how often the report runs, how long the report appears in the Executed Reports table, and who receives the report via email after it finishes rendering. The report recipients can be internal to your environment, or you have the option to specify external email addresses. You can also create an SFTP account and save the report to a server.

Several of these components of custom reporting depend on each other. To take advantage of all features available, you must configure them in the following order: categories, templates, SFTP accounts, then schedules.

The Security Profile controls who can view, create, modify, and delete report templates, schedules and SFTP accounts for report scheduling. To gain access to these features, a user must be assigned a custom profile. Default profiles cannot be copied, modified, and saved; a custom profile must be created for this purpose. For more information, see Security Profile - Platform.