Building a SmartGroup as a Custom Reporting Group
Required Feature Flags
The following feature flags and permissions are required to use this feature:
Feature Flag | Technical Name | Description |
Custom Reporting Groups |
| Enables custom reporting groups (Manual and SmartGroups) |
Required Permissions:
Manage Reporting Structures (
admin.org.structure.manage) — to create and edit custom reporting groups
What Is a SmartGroup?
A SmartGroup is a custom reporting group that automatically populates with agents based on a condition or conditions you define. For example, all agents whose employment start date is within the last 30 days, or all agents whose average quality score is greater than 80%.
Building a SmartGroup
Go to User Management > Custom Reporting Groups, then click + New Group.
You'll be prompted to select either a SmartGroup or a Manual Group. Click SmartGroup and enter a name for your group.
Next, you'll be prompted to build the condition that determines which agents appear in your SmartGroup.
Select the subject of your condition — for example, Employee Start Date or Average Quality Score.
Define the comparator — for example, "Less than" or "Equal to". The comparators available depend on the type of subject you've chosen, so date subjects offer date-related comparators, and so on.
Enter the value to be used by your comparator — for example 80% for the average quality score.
You can save your condition here, or add a second level to the condition by clicking + Condition.
Second Level Conditions
The same condition-building process applies to the second level. However, in the second level you also have access to a new subject called Reporting Date. You can use this to time-bound your condition. For example:
Create a SmartGroup that reports on all agents whose average quality score is less than 50% over the last 30 days.
Click Save to confirm your condition.
Assigning Reporting Access
Once you've saved your condition, choose who will be assigned reporting access to your SmartGroup in the second tab: Assign reporting access.
Reviewing Your Group
On the third tab — Review — you can see which agents will be included in your initial SmartGroup and review those assigned reporting access.
It's fine to create a SmartGroup that initially has no matching agents. Agents will be added automatically when they meet the conditions you've defined.
SmartGroup Refreshing
A scheduled check runs every 24 hours for all SmartGroups to validate agents against your conditions. This refreshes which agents are added to, remain in, or are excluded from your custom reporting group.
For example, if a SmartGroup looks for agents whose Employment Start Date is within the last 30 days, the daily check produces three possible outcomes:
Agents whose employee start date is now more than 30 days ago will be removed from the group.
Agents whose employee start date is still within the last 30 days remain in the group.
New agents added to the platform whose employee start date is less than 30 days ago will be added to the group.
How Custom Groups Appear in the Reports
Once your custom reporting group is created, everyone granted reporting access can see it in their reports.
On the SmartView Dashboard, custom reporting groups are selected exactly like hierarchical organisation reporting groups.
On KPI, Line Item, and Category Performance reports, a Custom reporting view option is available from the report dropdown. Selecting it gives you direct access to any custom reporting groups assigned to you.