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Reports

Go to Reporting β†’ Reports to group statistics and analytics that you use often and open them all at once. A report has a relative time range, so "last week" is always last week, and it can be emailed automatically every day, week or month. That makes reports the easiest way to get numbers in front of managers and owners who don't log in to Daktela every day.

For which statistics to put in a report and how often to send it, see Measure Your Contact Centre.

Create a New Report/Edit a Report

  1. Fill out the Title and Description.

  2. Set up the default Time range for the statistics in your report. Pick a preset (Today, Yesterday, This week, Last week, This month, Last month, Last 3 months, This year, Last year, or the last 15, 30 or 60 minutes) or choose Custom and enter your own range.

    Unlike in Statistics, the time range in Reports is relative, so you can keep using the report without having to change dates. For a custom range, use natural language, for example "- 1 week", "6 days", "5 hours", then check the tooltip. See Entering Dates and Times for the full syntax.

  3. Optionally, turn on Excel format if Excel exports should contain the percentages in extra columns.

You can now set up to receive your report by email and select the statistics you want to include in your report.

Send Report to Email

Create a new report or edit an existing one to open the report details. In the Send report to e-mail section:

  1. Select the email frequency in Repeat once per: Day, Week or Month. Select Do not send if you only want to view the report in Daktela.
  2. Set the date and time of the first email in Report send time. It must be in the future. Every following email is sent at the same time one day, week or month later.
  3. Enter the recipients in Email address. Separate several addresses with commas.
  4. Save the report.

Each email has the report title as its subject and the report attached as an Excel (.xlsx) file.

Pick a time range that matches the schedule

A daily report sent in the morning should usually cover Yesterday, a weekly one Last week and a monthly one Last month. Otherwise recipients get a half-finished day or week.

What emailed reports contain

  • Data only, no graphs. The attachment is an Excel file. If you need graphs, open the report and use PDF export.
  • Always the contact centre's default language, regardless of the language of the user who set the report up. Go to Settings β†’ Global settings to select your default language.
  • The access of the user who last edited the report. The report only contains the queues and data that user may see. If that user is deactivated, the report stops working until someone else edits and saves it.

Select Statistics

Create a new report or edit an existing one to open the report details.

  1. Drag statistics from the Statistics list and drop them into the report field. Click the Split button to set up multiple columns and adjust their width using the plus and minus buttons.
  2. Toggle Time range to Yes if you want to use the default time range set up in the report's general settings. If you toggle to No, set up the individual time range in the next step.

  3. Click the Settings button to open further filters and settings:

    1. Show parts: select if you only want to see the graph or the data (grid) in the report. Leave empty if you want both. Excel exports, including reports sent by email, only contain data, not graphs.
    2. Time: set up a time range if you do not want to use the default one from step 2.
    3. Select the Users and Queues you want to include in the statistic. Leave empty to include all.
    4. Set up any other filters. They are the same as in Statistics. This is where you save your agreed SLA threshold for call statistics, see Service Level vs SLA.

  4. Save your report.

Add Analytics to a Report

Analytics can be added to a report alongside statistics, letting you combine both in a single view.

  1. Open or create a report in Reporting β†’ Reports.
  2. In the report editor, drag an analytic from the Analytics list and drop it into the report layout.
  3. Set the Time range option for the analytic:
    • On: the analytic inherits the report's default time range (the same setting used by statistics).
    • Off: the analytic uses its own saved time range filter.
  4. Save the report.

Tip

With Time range set to On, a single analytic can be reused across multiple reports, each with a different time range, without needing separate copies of the analytic.

View Report

In the Report list, click the blue Report button in the Actions column to view your report. Click Filters in the top right corner to display the filters for each statistic. You can then change them for each statistic individually, just like in Statistics.

Warning

Any changes to filters you make while displaying the report cannot be saved.

Export Contains Language
Excel export Data only, no graphs, as an .xlsx file. The contact centre's default language.
PDF export The report as you see it on screen, including graphs. As displayed on screen.