From Bright Pattern Documentation
< 3.18:Faq
Contents
- Introduction
- Agent Desktop
- After Call Work
- Agent Desktop Helper Application
- Not Ready
- Outbound Calls
- Queue
- Rejecting Calls
- Selecting Services
- Voicemail
- Contact Center Administrator
- Callback
- Caller ID
- Email SMTP Settings
- Exporting Recordings
- Help Screens
- Hold Music
- Outbound Campaigns
- Recordings
- Recovering Past Recordings
- Scenarios
- Services
- Skills
- Supervisors
- Users
- Virtual Queue Configuration
- Reporting
- Aux Codes
- 1 Customizing Reports
- Dispositions
- Interaction Records
- Interpreting Reports
- Metrics
- Occupancy
- Removing Users from Reports
- Report Access
- Report Execution Error
- Reporting Database
- Reviewing Scenario Steps
- Scheduled Reports
- Which Report to Use
- Scenario Builder
- Video Tutorials
Frequently Asked Questions
Customizing Reports
In the “Interval Report with SL” report template, is it possible to add a column for the number of agents staffed?
Yes--the “Interval Report with SL” report template is built upon the table Service_in_time_counters, which includes the fields min_agents (minimum number of agents) and max_agents (maximum number of agents).
Should you wish to add these fields to your report, you may do the following:
- Download the report template (a .JRXML file) for the report in question.
- Import and open the .JRXML file in Jaspersoft Studio.
- Add two new columns for the fields desired to the table. These should be:
- Column “Minimum Agents” with field $F{min_agents}
- Column “Maximum Agents” with field $F{max_agents}
- Create the added fields as Jaspersoft Studio fields.
- Update the crosstab table to include the newly added fields.
- Save the modified report with a new name (so you can find it easily).
- Upload it to the Contact Center Administrator application (i.e., your tenant) by going to Configuration > Reporting > Report Templates.
For more information on customizing report templates in Jaspersoft Studio, see the Custom Reporting Tutorial.