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Overview: Data sources for reports
This article provides an overview of data sources available for creating reports in App.
In this article
In this article
Overview
Overview
In App, the Reports workspace is where you create reports and then customize them to display the data that you want to see.
When creating a report, you’ll first need to define which type of data is pulled into the report. This is the report’s data source. The data source is the foundation of the report.
A data source is a pre-configured set of tables that you can use to create reports. Data sources are named for the type of data their tables record. So, the type of report you can build depends on the data source you pick.
For example, if you’re interested in analyzing inbound call activity for a specific person at your company, then, you’ll need to select the inbound call data data source.
There are several data sources that are made available to you for creating reports. Some data sources contain data related to phone calls. Other data sources relate to workflow activity. Then, there are data sources specific to queue activity, like the interactions data source.
In short, when creating a report, you’ll first need to define which data source you want to be the foundation of the report. This determines the type of data that’s available to you when building the report.
For more information about reporting, see these articles:
Data sources by report type
Data sources by report type
This section lists some common types of reports that users build to better understand the activity on their account.
We’ve outlined the data sources that relate to each report type.
Phone call reports
Phone call reports
When you want to analyze specific individual phone calls for any type of user on your account - queue or not queue, you’re interested in building a call data report.
This type of report is different from an interactions report because the life of an interaction could include several phone calls within it and there are phone calls that happen on your account that are hosted outside of the queue, so these reports relate to any type of phone call hosted on your account.
The call data reports allow you to find a specific phone call to analyze it more deeply, whether it is a queue-based call or not.
More specifically, call data reports are used for looking into a specific phone call, like the first outbound call that happened at the start of an outbound interaction, a specific inbound call to a user’s extension, an outbound call to an external phone number, etc.
When building this type of report, you can choose from a few different data sources to best target the data you want available in your report. The data source is based on the data that you want to see. For example, use the inbound call data data source when you want to see activity related to inbound phone calls.
Related data sources
Inbound Call Data: For when you want to retrieve data specific to calls your users receive.
Outbound Call Data: For when you want to retrieve data specific to calls your users make.
User Call Data: For when you want to retrieve general data about calls your users participate in.
Interaction reports
Interaction reports
When you want to see activity related to one or many interactions created on your account, you're interested in building an interactions report.
An interaction report is where you see the granular details about a specific interaction, like which user was assigned to it, if the call was abandoned or not, when it was created, the queue that hosted it, and more.
These types of reports can be built from a few different data sources. Pick the data source based on the type of data that you want to see when creating your report.
For example, if you want to review each status change for a specific interaction, then you’ll select the interaction segments data source.
Related data sources
Interaction Segments: For when you want to retrieve data related to specific portions of an interaction.
Interaction User Silence Segments: For when you want to retrieve data related to periods of silence on calls hosted during an interaction.
Interactions: For when you want to retrieve general information related to an interaction.
Tags: For when you want to retrieve data related to the tags on an interaction.
Status reports
Status reports
When you want to see activity related to CX Status and/or user status changes for anyone on your account, you're interested in building a status report.
Related data sources
User Status: For when you want to retrieve the current status of a user.
User Status History: For when you want to retrieve historical data related to users' status changes over time.
User reports
User reports
When you want to see activity related to the one, some, or all of the users added to your account, you're interested in building a user report.
These types of reports are helpful when you want to quickly see the settings and permissions granted to a user(s). For example, if you wanted to see which people on your team were assigned a specific license type, then you’re looking to create a user report.
Here are other reasons you might want to create this type of report: you want to see which users have access to chat, when a user was created in the system, when you need to look up user details, like extension numbers, titles, etc., and more.
Currently, there’s only one data source related to this type of report.
Related data sources
Users: For when you want to retrieve general information about your users.
Workflow reports
Workflow reports
When you want to see activity related to published workflows on your account, you're interested in building a workflow report.
These reports are helpful when you want to analyze workflow session details, like seeing the pathway of a phone call once it entered into a workflow session or looking up a workflow session ID. These reports also help you with these needs: identifying the data and time for when a workflow was created on the account, see data from an active workflow session, and more.
These types of reports are built from a couple different data sources so you can access the specific data you need for the report you’re building. So select the data source that matches the data that you want available in your report. If you want to see details around the start and end of a workflow session, select the workflow sessions data source.
These are the data sources to select from when creating reports to see data about workflow built on your account and how they are running.
Related data sources
Workflow Items: For when you want to retrieve data related to individual workflow modules in a workflow.
Workflow Session History: For when you want to retrieve data related to completed workflow sessions or workflow modules in ongoing sessions that have been completed.
Workflow Sessions: For when you want to retrieve data related to ongoing workflow sessions.
Workflow Versions: For when you want to retrieve data related to the past and present versions of a workflow.
Workflows: For when you want to retrieve general data related to workflows.
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