Creating Custom Reports in Talkdesk Explore

Custom Create is Explore’s feature that best accomplishes the mission of providing reporting flexibility and data ownership. 

With this feature, you can both create Dashboards and Reports. But let’s first focus on how to create Reports, because you’ll need these to be able to build Dashboards.


Creating Reports

For a working-case example, we will set up a simple report of Agent Name and On a Call Duration:

Start by clicking Create, followed by Report [1].

You’re now given 8 options on which dataset you want to use to create your report:

  • Agents Activity Analysis 
  • Calls Analysis
  • Numbers Analysis
  • Ring Groups (Queues) Analysis
  • QM Evaluation Analysis
  • WFM Schedule Adherence
  • WFM Schedules
  • WFM Timeseries


For this example, hit the dataset drop-down and select “Contacts”. Click Create [2].

In the next page, you will set up the report:

It is split into a sidebar [3] and main canvas [4].

In the sidebar, you can drill down and select the various fields associated with the dataset you picked. If you know the name of the particular field (filter, measure, or dimension) you can use the search facility to quickly navigate to it.

In the main canvas, you can set up and configure your filters and visualizations, and choose how to display the Dimensions and Measures. The Dimensions will show on the left side of the canvas and the Measures on the right.

For this example, in the sidebar:

  • Navigate to Agent Identification and select Agent Name (Email)
  • Navigate to Agent Status Metrics and select On a Call Duration.

 You will see the Results header is now populated with the Dimensions (in blue) [5], and the Measures (in beige) [6]. 

At any time during the report building process, you can click Settings [7] (gear icon) to remove fields and filters.

Now that you have built the draft Report, you can add more Fields [8], tweak the existing “Filters” [9], toggle the ”Visualization” [10], edit the visualizations [11], and view/sort the “Results” in a list [12].

When you’re happy with the configuration, hit Save [15], give the report a name, and you’re done!

Once the report is saved, you can Download, Send, and Schedule the report by clicking the Settings (gear icon). You’ll also see the options to Edit, Edit Settings, and Clear Cache & Refresh.

The Reports are stored on the Explore landing page under My Reports. You will also see that you can select it from any of the drop-down lists included on each Report page in the top right corner of your screen.

You can also use the Schedule Only toggle on the Landing page to identify which reports you have created that have a schedule set by you. Or, just tap the name of your report into the search bar to quickly retrieve it.

Please note that the visualization has a limit of 5000 rows, but if you send or schedule the report all the information comprised within the settings of the filtering criteria will be available in the .csv file received. Also, if you pivot information, the matrix will have a limit of 5000 cells - but again, when exporting, all the information relative to the filters used will be available.


Notes on Deleting Custom Reports

Explore allows you to delete your customized reports. If you have reports that you think are obsolete, or you can’t recycle them to have another use, there’s now a way to delete those items and unclutter your views.

On the right side of the Edit button, you will find the gear icon. Clicking it, you will see the Delete option at the bottom.


By clicking Delete, you will trigger a confirmation prompt. Click OK to proceed.



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