Personalize out-of-the-box historical analytics reports

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Important

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Enabled for Public preview Early access General availability
Users, automatically - Aug 1, 2022 Oct 31, 2022

Business value

Contact center supervisors need to slice and dice the operational metrics across dimensions like queues they manage, agents who report to them, and so forth to understand and improve their team's performance and the customer support experience. Currently, the out-of-the-box historical analytics reports don't persist with the applied filters, which means that users must reapply them every time they open the dashboards. Providing the ability to save applied filters on reports as bookmarks improves usability by avoiding rework.

Feature details

Key feature capabilities include the following:

  • Save filters as bookmarks for out-of-the-box reports.
  • Select from a previously saved filter list (bookmarks) to view metrics based on the filters.
  • Set one of the bookmarks as default.
  • Delete one or multiple bookmarks.

Screenshot shows personalized out-of-the-box historical analytics reports using bookmarks.

See also

Save personalized views of Customer Service dashboards as report bookmarks (blog)

Manage bookmarks for reports (docs)