Report selection and filters
Choose reports, filter their results and inspect the conversations behind your figures.
What it is
Reports is the workspace for reviewing historical activity in INSIDE. You choose a website and report, set filters, then view its results. Some figures link to more detail or to a conversation's history.
Who uses it and why
- Operators with the Reports role review conversations and their own work using the available filters.
- Supervisors compare demand, handling, sales and feedback.
- People with the Settings or Manager role manage reporting access. Powerfront manages the website's reporting setup.
- Developers helping with an integration can use reports to check recorded activity and purchases.
Where to find it
Select Reports in the top navigation. Use Report Menu to return to the report list, or Search all reports to find a report by name.
The Reports Dashboard is a separate workspace accessed with the Reports Dashboard role.
How it works
- Choose the website at the top of Reports. The list contains websites you can access that have reporting enabled.
- Choose a report from Report Menu or the report selector. Categories include General, Live Chat, Social, Text and Tickets. Additional categories depend on the website's enabled services.
- Set Date From and Date To. Check the data-availability information beside the report name.
- Set the filters shown for that report. These can include operators, teams, subsites, channels, visitor devices, tags and conversation attributes.
- Select Apply Filters. Use Reset Filters to return the filter controls to their defaults.
- Read the column descriptions and totals. Where a cell or conversation identifier is linked, open it to inspect supporting detail.
Reports offer different combinations of sorting, paging and expandable results. Changing filters clears the previous results; apply the new selection to load them again.
Configure it
Ask someone who manages operator accounts through the Settings or Manager role to check your Reports role and website access at Settings › Account › Operators.
Powerfront can enable reporting for your website. Ask Powerfront to check reporting setup if the correct website remains absent after your account access has been checked.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Enable Reports | Settings › General Settings › Admin | website | Off | Powerfront | Makes the website available in the reporting workspace when reporting has been set up. |
Permissions
| Permission | Lets you |
|---|---|
| Reports | Open the reporting workspace and use its available reports. |
Limits and good to know
- Filters vary by report. A filter available in one report may not exist in another.
- Historical results load when requested. Use Apply Filters again to request current report data.
- Page-size choices vary. Where All appears in the report's row selector, it requests up to 50,000 rows; it does not promise an unlimited result.
- Your role, website access and enabled services affect which reports you see.
- Some installations restrict report use while operators are available. Powerfront can check this restriction.
Depends on and works with
+16 more · used by
- Product recommendation and purchase reportsRequires
Recommendation reports use the reporting workspace and filters.
- Customer survey and NPS reportsRequires
Survey reporting uses the reporting workspace and filters.
- Ticket reportsRequires
Ticket reports use the reporting workspace.
- Social messaging and SMS reportsRequires
Provides the report menu, website selection and filters.
- Event, link and Virtual Assistant reportsRequires
Provides report selection and filtering.
- Missed opportunity estimates and reportsRequires
Provides the historical reporting workspace and its date, grouping, channel and subsite filters.
- Reports Dashboard and business filtersRelated
Standard Reports provides a separate workspace whose filters and metric definitions can differ.
- Report downloads and email sharingRequires
Provides the report results and filters to export.
- Favourite reports and column selectionRequires
Provides the report list and result tables.
- Operator LogRequires
Provides the reporting workspace, filters and result navigation.
- Autonomous AI performance reportsRequires
The historical table uses the reporting workspace and its filters.
- AI conversation scoring reportsRequires
Scoring tables use the reporting workspace.
- AI assistance, translation and sentiment reportsRequires
These reports use the reporting workspace.
- Voice, video and live show reportsRequires
Historical call and engagement reports use the reporting workspace.
- Business Feed and Academy reportsRequires
The reports use the reporting workspace.
- Reporting data availability and warning logsRelated
Check the selected report and its data availability when investigating missing figures.
View all connections as a list
This feature uses
- Admin settings and feature switches · managed by PowerfrontLicence
Powerfront must enable reporting before the website can appear in Reports.
- Roles and permissionsConfigured by
The Reports role controls access to the reporting workspace.
- Website, channel and subsite accessConfigured by
Website and subsite access affect the available reporting choices.
- Reports data and metric definitionsRelated
Metric definitions explain how to interpret the selected report.
- Conversation detail and abandonment reportsEnhances
Detail reports let you inspect the conversations behind linked report figures.
- Report downloads and email sharingEnhances
Report sharing provides downloads and emailed results.
- Favourite reports and column selectionEnhances
Favourites and column choices help you return to useful views.
Used by
- Purchase details and conversion creditConfigured by
Report filters and date basis determine which sales and conversations appear.
- Reports data and metric definitionsRequires
Use the reporting workspace to select and inspect historical reports.
- Chat performance and tab visibility reportsRequires
These reports use the reporting workspace and its filters.
- Operator productivity reportsRequires
Select productivity reports and their filters in Reports.
- Team comparison reportsRequires
Report filters and results are available through Reports.
- Conversation detail and abandonment reportsRequires
Select detail reports and filters in the reporting workspace.
- Broadcast acceptance and queue action reportsRequires
These reports use the reporting workspace.
- Sales attribution and conversion reportsRequires
Sales reports use the reporting workspace.
- Product recommendation and purchase reportsRequires
Recommendation reports use the reporting workspace and filters.
- Customer survey and NPS reportsRequires
Survey reporting uses the reporting workspace and filters.
- Ticket reportsRequires
Ticket reports use the reporting workspace.
- Social messaging and SMS reportsRequires
Provides the report menu, website selection and filters.
- Event, link and Virtual Assistant reportsRequires
Provides report selection and filtering.
- Missed opportunity estimates and reportsRequires
Provides the historical reporting workspace and its date, grouping, channel and subsite filters.
- Reports Dashboard and business filtersRelated
Standard Reports provides a separate workspace whose filters and metric definitions can differ.
- Report downloads and email sharingRequires
Provides the report results and filters to export.
- Favourite reports and column selectionRequires
Provides the report list and result tables.
- Operator LogRequires
Provides the reporting workspace, filters and result navigation.
- Autonomous AI performance reportsRequires
The historical table uses the reporting workspace and its filters.
- AI conversation scoring reportsRequires
Scoring tables use the reporting workspace.
- AI assistance, translation and sentiment reportsRequires
These reports use the reporting workspace.
- Voice, video and live show reportsRequires
Historical call and engagement reports use the reporting workspace.
- Business Feed and Academy reportsRequires
The reports use the reporting workspace.
- Reporting data availability and warning logsRelated
Check the selected report and its data availability when investigating missing figures.
FAQ and troubleshooting
Why is Reports missing?
Check that your account has the Reports role. Powerfront can check whether reporting is enabled for the website.
Why can I not select the same filters as a colleague?
Confirm that you selected the same website and report. Account access and reporting restrictions can also change the available choices.
Why did the results disappear after I changed a filter?
Select Apply Filters to run the report with your new choices.
Why can I not open every number?
Only cells with a supported detail link open another view. Other cells are summary values.