Manage Ad Hoc Reports

Ad hoc reporting enables you to analyze data and create custom, reusable reports. Users control what data is included in a report and how that data appears. For more information, see Ad Hoc Reports Overview.

Create Ad Hoc Reports

Required Permissions — Allow WFO Ad Hoc Reporting, plus at least one report type permission (for example, Allow Viewing Call Reports)

  1. Click the category for the report you want to create.
  2. Click Create a Report.
  3. Build the report using the Ad Hoc Report Builder.

    Field

    Description

    Report Name
    		Allows you to specify a meaningful name (up to 50 characters) for the report. This name appears in the ad hoc reports list and in the list of available reports for subscriptions (if the report has been published).
    Layout

    Allows you to specify one of the following three layouts for the report:

    • Simple Table — basic, list-style reports displaying a single row of fields. Columns can be rearranged by dragging fields left and right. Charts are not supported.
    • Summary Table — provides for nested, collapsible subcategories or groupings. Column fields can be dragged left and right to rearrange. Rows can be dragged up and down to regroup data. Lower fields are nested within higher fields. Bar and pie charts are supported.
    • Matrix Table — provides for measuring one or more pieces of information across a period of time. Fields controlling the information to be measured and the time range are displayed in the Columns area, and are limited to one field in each area per report. Fields that control grouping of that information are displayed in the Rows area. Multiple fields can be dragged, dropped, and rearranged to provide for different logical groupings of the information. Bar, pie and line charts are supported. Line charts illustrating large data sets may become difficult to read and use.
    Reporting Format

    Allows you to specify one of the following two formats for the report:

    • RDL — works with Microsoft SQL Reporting Services and provides export formats of PDF, Microsoft Word, or Microsoft Excel files. Charts are simply laid out, displaying all the information in a non-interactive way. Large reports with pagination can be created. Categories and groupings in RDL reports are expanded by default. However, RDL reports do not support drill-down functionality.
    • HTML — provides for reports and charts that are interactive. Information can be displayed on mouse-over, and clicking bars within a chart allows you to drill down into subcategories and see more detailed results. If there are multiple detail levels, clicking through will loop back to the top level. However, this format cannot be exported, does not support pagination, and is limited to displaying only 1000 results. HTML works best as a basic data preview, or for reports that will only be viewed online. Categories and groupings in HTML reports are collapsed by default.
    Description
    		Allows you to provide a brief description (up to 200 characters) for the report. This description appears in the ad hoc reports list and its content is included when you filter that page.
    Fields

    Provides access to the database fields you use to build reports. The categories and specific fields vary depending on the type of report. In some cases, field labels in this section are affected by your system's terminology settings.

    See Field Categories in the Ad Hoc Report Builder for more detailed information on each option.

  4. You can click Preview to see how the report, charts, or both will render. The Preview button appears only after you have added at least one field to the report.
  5. Click Save.

  6. You can save the report criteria for later use:

    1. Select the Save Report Criteria checkbox.
    2. Enter a value in the Report Criteria Name field.
    3. For Access, select either Public or Private from the drop-down list. The default value is Private.
  7. Click Save again.

You can also Edit and Delete existing ad hoc reports. When editing an ad hoc report, it is recommended that you Save As to not overwrite the original. Any changes made directly to the original may cause the report to fail. Deleting an ad hoc report permanently removes it and any saved criteria associated with it. If the report has been published, the published version and any report subscriptions associated with it are also permanently removed.

Generate Ad Hoc Reports

Required Permissions — Allow WFO Ad Hoc Reporting, plus at least one report type permission (for example, Allow Viewing Call Reports)

  1. Click the category for the report you want to generate.
  2. Double-click the report you want to generate, or click View on the row for that report.
  3. Review the report criteria and make any applicable changes.

    Click the triangle icon to expand the Saved Search Criteria section and then click a saved criteria set to load those settings. You can edit the saved settings if needed.

  4. Click Generate Report.

Publish Ad Hoc Reports

Required Permissions — Allow WFO Ad Hoc Reporting, plus at least one report type permission (for example, Allow Viewing Call Reports)

You must publish a report to use it with report subscriptions. Once a report has been published, it can no longer be edited.

  1. Click the category for the report you want to publish.
  2. Double-click the report you want to publish, or click View on the row for that report.
  3. Click Edit.
  4. Click Continue.
  5. Click Publish.
  6. You can enter a name for the published report. The default value is the existing name of the report.
  7. Click OK and then click Close.