A manual custom reporting group will enable you to report on a selected group of agents across different teams or departments all in one place.

Creating a Manual Custom Reporting Group

Navigation prompt

Go to USER MANAGEMENT > Click Custom Reporting Groups

Click on the + New Group button...

You will be prompted to select either a SmartGroup or a Manual Group. Click on 'Manual' and give your group a suitable name

Next, you'll be prompted to choose agents from any team in your organisation. Simply tick the checkbox next to the names of those agents that you wish to add to the reporting group.

Assigning Reporting Access

Once you've selected your agents you can determine who will be assigned reporting access to your Manual group in the second tab: Assign reporting access.

Please Note: No users (including administrators) are given access to a group by default. You can give any non-agent user reporting access to this group.

Reviewing your group

Finally, on the third tab: Review you can see a summary of the agents you have selected to include in your group and review those assigned reporting access.

How Custom Groups appear in the reports

Once your custom reporting group is created, everyone granted reporting access to the group will be able to see it in their reports.

On the SmartView Dashboard, your custom reporting groups are selected exactly like hierarchical organisation reporting groups.

On KPI, Line Item and Category performance reports, a new Custom reporting view is now a selectable option from the highlighted dropdown. Clicking it will give you direct access to any Custom Reporting Groups assigned to you.