Create Report Template: Required Information Page

Required security profile permissions: Custom Reports Edit

When you create a new report template or modify an existing one, the Required Information or Parameters tab enables you to specify details about the report format, including the time range the report should cover, the time zone in which time data should appear, preferred time and percentage formats, and the file type of the output.

Date Selection

The NICE inContact system stores 25 months of contact summary data and 90 days of contact detail data. It is recommended that you run no more than 30 days of data at a time. If you run more, you must schedule the report to prevent it from timing out.

Date Range

The date range from which to pull the data. The drop down provides the following options:

Today — From 12:00 AM today until now
Yesterday — From 12:00 AM to 11:59 PM yesterday
Last 7 Days — From 12:00 AM one week ago yesterday to 11:59 PM yesterday
Last 30 Days — From 12:00 AM 30 days ago yesterday to 11:59 PM yesterday
Previous Week — From 12:00 AM Sunday to 11:59 PM Saturday of the last full week
Previous Month — From 12:00 AM the first day to 11:59 PM the last day of the last full month
Month to Date — From 12:00 AM the first day of this month to now
Specific Date — From 12:00 AM to 11:59 PM on a date you select
Date Range — From 12:00 AM on the first date in the range you choose to 11:59 PM on the last date in that range

Start/End Time

The start and end time from which to pull the data.

Time Zone

The time zones to use when generating the report. You can choose from the following:

User Time Zone – The time zone of the person running the report.
Business Unit Time Zone – The time zone of the business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx.
UTC – Coordinated Universal Time

Time Format

The unit of time you want the report to output for the time metrics. You must choose from the following:

HH:MM:SS — If a time metric has a value of 65 seconds and you selected this option, the report displays 00:01:05.
Milliseconds — If a time metric has a value of 65 seconds and you selected this option, the report displays 65000.
Minutes — If a time metric has a value of 65 seconds and you selected this option, the report displays 01:05.
Seconds — If a time metric has a value of 65 seconds and you selected this option, the report displays 65.
Tenths of seconds — If a time metric has a value of 65 seconds and you selected this option, the report displays 650.

Percent Format

The format in which you want percentages to appear in the report. You can choose from Percentage, which includes a % sign, or Decimal, which is a number with two decimal places.

Output File Type

Specifies one of the following as the format of the report output:

Excel – in an Excel spreadsheet
CSV – in a comma-delimited list
PDF – in a PDF document

Report Template Header Name

Report Template Header Name: Specifies the custom report header you want to appear on top of the generated report.

Output Format

Specifies either, none, or all of the following options in the report:

Include Header Row — Specifies that column definitions will appear as the first row of the report.
Append Date to File Name (YYYYMMDD) – Includes the date the report was run in the file name. For example, AgentHandleTime20160912.pdf would be the name of the output file if you ran a report called AgentHandleTime on September 12, 2016.
Include Summary Total Lines — Adds a row to the report that adds the total of each column.

If you add the totals line to a true to interval report, the totals do not match the numbers in the report. This is because when a contact spans multiple intervals, the contact is accounted for once per interval. In the totals row, each contact is counted once no matter how many intervals the conversation spanned.