Reports are summaries and analyses of call, speech, and external metadata. You can view reports in your browser, print them, or send them via e-mail. To help you monitor your business, SpeechMiner offers a wide range of standard reports. Most reports are provided as templates that can be customized, if necessary, to better suit your needs. Depending on the type of report, the results may be presented as lists of data and/or in graphic form. In many cases, you can drill-down within a report to see additional details about a particular item.
This section explains how to use the Reports page to select a template, customize its settings, run reports, and manage report results. For additional information about specific parameters and a list of available report templates, see Standard Reports.
There are a number of ways to select a template for a report. If you do not know which template is most suitable for your purpose, you can start by doing one of the following:
Once you know which template you want to use, select it in one of the following ways:
The selected template opens in the Edit Report tab. For information about using this tab to customize and run the report, see Custom Reports.
For information about customizing reports for display in the Views page, see Managing Widgets.
This section explains how to use the Edit Report tab of the Reports page to create and run custom reports.
When a report template is selected in the Edit Report tab of the Reports page, the fields that can be used to customize the report are displayed. Each report template has a different set of fields. All templates include the following fields:
| Field | Description |
|---|---|
| Report Name | The name of the report in SpeechMiner. This name identifies the report in the list of saved reports. |
| Report Title | The title of the report, displayed above the report results |
To customize the settings of a report:
When you are not configuring the Data Set filters, you can hide the left panel of the screen if you wish.
To hide or show the Data Set filter panel:
Report templates that include the Agents Data Set filter can be configured to analyze data for the current user or workgroup rather than a specific workgroup. In this case, when the report runs, the data set it uses changes depending on which user runs it. For example, if the user is agent 12, the report will only include calls that were handled by agent 12.
This feature will only work if the user's profile includes a mapping. If the user is an agent, the mapping gives the name of the agent, and reports that are filtered for the "current user" only include data about that agent. If the user is a manager, the mapping gives the name of the workgroup they manage, and the reports that are filtered for the current user include data for the entire workgroup. For additional information about user profiles and mapping users to agents or workgroups, see Managing Users.
To configure a report to analyze data for the current user:
Once the report is configured in this way, you can enable different users to make use of it if you save it, and then share it with the users, as explained under Managing Saved Reports.
Once the settings of the customized report are specified, you can run the report. Reports can be run in a number of ways:
| You do not have to save a report in order to run it. |
To run the report and view the results in the browser:
To run the report and send the results via e-mail:
To run the report and export the results:
Depending on the type of report, the results may be in the form of a graph, a histogram, or a table. You can drill down to the underlying data on which any graphic component of a report (graph bars, lines, or table headers) is based. When you do this, you will be presented with a new report which is based on the data point you clicked on. To drill down to the underlying data of a report component:
If you want to run a report with the same settings in the future, you can save it. In addition, if you have edited the settings of a saved report, you can either save the new settings with the original name using the Save option or save the new settings as a different report using the Save as option.
| You do not have to save a report in order to run it. |
To save a customized report:
To save the current report settings under a new name:
Saved reports are customized report templates that you can run as often as needed. They can be run on demand, or according to a schedule. You can access saved reports and configure their schedules in the Saved Reports tab.
To open the Saved Reports tab:
| Unlike the other saved reports in the list, the System alert report is automatically generated and saved by the system. For additional information, see System Alerts. |
The following columns appear in the Saved Reports tables:
| Column | Description |
|---|---|
| Run | Click the Run icon to run the report and display the results at the bottom of the screen. For information about working with the results, see Creating a Custom Report. |
| Edit | Click the Edit icon to open the report in the Custom Report tab, where you can change the parameters and settings and make use of all of the other features of the Custom Report tab. |
| Delete | Click the Delete icon to delete the report.
Note: You can also delete a number of reports at once. |
| Name | The name of the report |
| Template | The template on which the report is based |
| Created By | The name of the user who created the report |
| Sharing | A Sharing icon appears for reports that you created. A grayed out Sharing icon appears for reports that other users created and shared with you. The names of the groups and users with whom the report is shared appear in the table beside the icon.
Click the Sharing icon to open a dialog box in which you can select the groups and individual users with whom you want to share the report. The members of the selected groups and the selected users will see the report listed in their Saved Reports tab and will be able to run the report. Note: You can only modify reports that you created. If you want to modify other reports, you must save them under new names. |
| Schedule | Indicates whether the report has a schedule defined for it, and, if so, what kind of schedule. Click the |
| Last Modified | The date on which the report settings were last saved |
| Permalink | Click Copy to create a Permalink to the report. You can copy the link to your clipboard and then paste it elsewhere as needed. Later, you can use a browser to navigate to the Permalink address. When you do, the report will open in the browser. For additional information, see Permalinks. |
You can choose to sort the tables by any column that contains a report parameter.
To sort a table by a column:
| Click the title a second time to reverse the sort order. |
When the list of saved reports is long, it is divided into pages. The Page field of the page navigator at the bottom of the grid shows which page is currently being displayed.
You can use the page navigator to go to a particular page in the list and to select the page size - the maximum number of interactions to display in a single page.
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To navigate to a different page in an Interaction List:
| Option | Description |
|---|---|
| | Go to the first page |
| | Go back one page |
| Page | Type the required page number in the field, and then press Enter. |
| | Go forward one page |
| | Go to the last page |
To select the page size:
You can use filters to limit the saved reports that are displayed in the list to those that meet criteria you specify. The filter controls are located at the top of the list. The following filters are available:
| Filter Type | Description |
|---|---|
| Name | Enter a sequence of characters. Only those saved reports whose names contain the sequence you enter are displayed. |
| Template | Select the report templates to include in the list, and then click Close to activate the filter. Only those saved reports that are based on the selected templates are displayed. |
| Created By | Select the users to include in the list, and then click Close to activate the filter. Only those saved reports that were created by the selected users are displayed. |
| Sharing | Select My Reports to display only those reports that you created, or Shared Reports to display only those reports that were created by other users and shared with you. Click Close to activate the filter. |
You can schedule reports to run automatically at specified times or in response to specified Events. The results are automatically sent via e-mail to the recipients you specify. The current schedule setting of each saved report is indicated in the Schedule column as follows:
| You can only create or modify the schedules of reports you created. |
You can create reports schedules individually for specific reports or globally for a number of selected reports. You can also deactivate active schedules in either of these ways.
To configure the schedule for a single report:
To configure the schedule of a group of reports:

If you want to see report results on a routine basis, you can schedule the reports to run at specified intervals.
To schedule the selected reports to run at specified times:
Event-based scheduling enables you to keep track of potentially significant trends and/or to be alerted when significant changes in agent or customer behavior occur. In this context, the term Event does not refer to an individual occurrence of an Event but to a specified number or percentage of calls in which the Event was detected. For example, the detection of caller agitation in more than 10% of calls could be an Event that causes a report to be generated.
To schedule the selected reports to run in response to Events:
Regardless of which type of schedule you create, you must specify the recipients of the reports.
To specify the recipients of scheduled reports:
| Field | Description |
|---|---|
| To | The e-mail addresses of the report recipients. Separate multiple addresses with semi-colons (;). |
| From | The sender's address. |
| Subject | The text that should appear in the subject line of the e-mail. |
| Report Format | Select Web archive to format the results as an MHT file (which can be opened in Internet Explorer). Select PDF to format the results as a PDF file. |
| Priority | Select the desired priority level for the e-mail message. |
If you want to stop running one or more active schedules, you can deactivate them.
To deactivate active schedules:
| If you selected a group of saved reports before you opened the scheduling dialog box, the Active check box is cleared already when the scheduling dialog box opens. |
You can run a report and view the results in the Saved Reports screen. Once the results are open, you can drill down to view additional details, as you would if you ran the report in the Edit Report screen. You can also e-mail the results or export them as PDF or Excel files. To run the report and view the results in the browser:
To drill down to the underlying data of a graphic report component:You can delete reports individually for a specific report or globally for a number of selected reports.
| You can only delete reports that you created. |
To delete a single report:
To delete a group of reports:
The MRS Library is a dll that provides support for various report features. If you are having problems running reports, it is worthwhile to ensure that the correct version of the MRS Library is deployed in your system. You will not generally have to do this unless Genesys technical support asks you to.
To find out the version number of the MRS Library: