Custom reports and scheduled report emails

Building your own report, asking for one in plain words, and emailing reports on a schedule.

For Agents and Admins · Updated

Custom reports

Choose + New report. Start with Team workload, Response quality, Satisfaction or Monthly trend, choose the settings yourself, or ask in plain words. Suggestions are shown for you to check before saving; they do not create a report automatically.

  • Choose up to six measures: case counts, open/resolved/past-due work, unassigned cases, hold/approval queues, response breaches, average first response, average or median resolution time, open-case age, on-time percentages, satisfaction responses/average and time logged.
  • Use one grouping and an optional second breakdown, such as assignment group then priority. Overall total shows one result across all matching cases.
  • Filter by case type, priority, specific status, channel, assignment group, owner, service, site, ownership or words in the summary. Filters combine; nothing selected in a category means all.
  • Choose cases raised, resolved, updated or due in the selected dates, or all dates (current state) for a backlog that includes older cases. Dates use the workspace time zone.
  • Choose the chart measure, bars, horizontal bars, donut, line or Table only. The table includes every selected measure. Lines remain chronological; averages and percentages cannot be donut shares.
  • Choose sorting and a maximum of 10, 25, 50, 100 or 200 result groups. CSV and scheduled summaries use the saved settings.

The preview refreshes after a settings change. Use Refresh preview for newer data. Select a custom-report row or chart item to see cases matching that report's dates, filters and grouping; the case list shows the newest 100 when there are more. An individual measure may use a subset of those cases, such as resolved or rated cases.

Name the report, optionally describe its purpose, and save it to the shared library. Its author or an administrator can edit or delete it. Editing reloads the result immediately. Unavailable measurements show —, not zero. Time measures are elapsed time; time logged includes all work on matching cases. A period filters the selected date field; it is not a historical snapshot of daily backlog.

Scheduled report emails

An administrator can schedule any report to be emailed automatically: daily, weekly or monthly at a time you choose, covering the last 1 to 366 days, to up to 30 recipients. Scheduled emails are listed on the report with when the next one goes out.

  • The report library Standard reports, gauges, drilling into the cases behind a number and exporting.

Can't find what you need? Signed-in admins can use Contact ServAIceDesk support under Settings › Billing & support.