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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:

1. Download the report template (a .JRXML file) for the report in question.
2. Import and open the .JRXML file in Jaspersoft Studio.
3. 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}

1. Create the added fields as Jaspersoft Studio fields.
2. Update the crosstab table to include the newly added fields.
3. Save the modified report with a new name (so you can find it easily).
4. 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.

For generated reports (specifically, the Agent Performance report), how can I remove inactive agents from the drop-down list?

These users will remain in the reporting lists for historical reporting reasons and cannot be removed.< Previous | Next >