Building Custom Reports

Support Cloud’s custom report builder lets you analyze the exact metrics your team needs — from SLA adherence to tag trends and agent performance. 📐

🛠 What You Can Build

• Time-based trend charts (e.g., ticket volume over time)
• Tables grouped by agent, group, or channel
• Calculated metrics using formulas

📋 Steps to Build a Report

1. Go to Analytics > Reports > Create New Report
2. Choose a dataset (e.g., Tickets, SLA, Satisfaction)
3. Add metrics and dimensions
4. Apply filters and time ranges
5. Click Save or Schedule for recurring exports

🔐 Access Control

Reports can be shared with all admins or scoped by team role. Use the “Visible To” dropdown when saving your report.

🧯 Troubleshooting

• Metrics not appearing? Confirm you're using the right dataset for your query
• Filters not working? Double-check the filter syntax and time range logic