The Custom Reporting Groups feature enables you to report on the performance of groups of agents selected from anywhere in your organisational structure.
For example, outside of the typical organisational reporting hierarchy, you may decide to group new-starter agents together into a "New Starters" Custom Reporting Group to enable you to report on the performance of this specific group of agents.
Alternatively, you may wish to report of groups of agents based on specific conditions, for example an average quality score of of less than 50% over the last 30 days. This is all possible with custom reporting groups.
There are now two types of custom reporting groups you can create, 'Manual' or 'SmartGroups'.
- Manual Groups - Allow you to select which agents across all your teams you wish to include in your custom reporting group. These agents will remain in your manual group until you remove them.
- SmartGroups - Enables you to define a condition that will automatically change which agents are included in your custom reporting group depending on whether they meet the condition or not
Your Custom reporting groups page may contain a list of groups that have been previously created by your account administrator. If so, each group will have a name, details about when it was created and who created the group, as well as a count of agents covered by the group plus a count of manager-users who have reporting access to that group.