Creating Custom Report is an Explore feature that best supports the goal of offering reporting flexibility and data ownership.
Create Dashboard
Refer to Creating Custom Reports in Talkdesk Explore and Explore Custom Create Dashboards to learn how to create a report or dashboard.
Create Custom Report for Cases dataset
If you wish to analyze your metrics for Case, Start by clicking Create, followed by Report and then select Cases.
Default Filter
These are the default filters available in the Cases Report. You can add or remove them, except for the Date and Timezone filters, which are mandatory.
- Date: Select the desired time period for your analysis by clicking the corresponding Date fields. This filter applies to the case creation time. For example, it ensures that the ‘Total Cases Created’ metric counts only the cases created during the selected time period.
- Timezone: By default, the dashboard is using your account Timezone, but you can adjust to a Timezone that better reflects your needs in the Timezone filter.
- Form: The Talkdesk case Form that contains preconfigured case fields.
- Group: The Case group is the conversation queue. By default, the Cases report displays all groups. You can filter by specific group.
- Deleted: By default, all cases are displayed. You can filter them by Deleted = ‘Yes’ or Deleted = ‘No’ status.
- Priority: By default, cases of all priorities are displayed. You can filter by priority level: Low, Normal, High, or Urgent.
You can add more filters as you like. For example:
- Resolved Time: This is the time when the case was resolved. The filter is useful for calculating the ‘Total Cases Resolved’ metric. When applied, it ensures the metric counts only the cases resolved during the selected resolved time period.
Case Metrics
- Total Cases Created: The number of cases that were created within the selected time period.
- Total Cases Resolved: The number of cases that were marked as resolved during the selected time period.
- Total Unresolved Cases: The number of cases that remain unresolved at the end of the selected time period.
- Total Cases Reopened: The number of cases that were reopened during the selected time period after previously being resolved or closed.
- Average Duration to Resolve hour: The average time, in hours, it took to resolve cases during the selected time period.
Average Duration to Resolve second: The average time, in seconds, it took to resolve cases during the selected time period.
Create Custom Fields Report
1. Select the Cases dataset from the side menu.
2. Add the Custom Field into Filter:
2.1 - Expand Cases [1].
2.2 - Click “Filter by field” icon [2] to add Custom Field into the Filter.
2.3 - Add a custom field (e.g. Order Status - [3]).
3 - Choose metric and visualization:
3.1 - Click and choose a metric (e.g. Total Case Created - [1]).
3.2 - Click and choose Custom Field Value [2].
3.3 - Choose a visualization (e.g. pie chart - [3]).
3.4 - Click Run to view the report [4].
3.5 - Click Save to save the report [5].
4 - Custom Field report is successfully created.
Add Dashboard Filter
1. Add Filter:
1.1 - Click Filters [1].
1.2 - Click Add Filter [2].
2. Add a Date Filter for example:
2.1 - Expand Cases [1].
2.2 - Expand Filters [2].
2.3 - Click Date to add a date filter [3].
3 - Click the Add button and save the filter [1].
4 - Add case field (e.g. Priority) as a filter for example [1].