Standard Reports

eGain Analytics comes equipped with a suite of standard reports that cover common scenarios and reporting needs, providing users with a quick look into the productivity and efficiency of the different resources in their service.

Working with Standard Reports

You can open any standard report, select parameters and run the report as a one-off or on an ad hoc basis. However, it is not possible for a user to save parameters, thresholds or schedules on standard reports since these reports are shared with other users. Instead, users can use the standard report as a template and create a report in their own folder that is based on it. There are two ways to do this, either creating an exact copy of the report or making changes in order to create a personalized report.

Standard reports and dashboards cover the following areas:

• Contact Center, IVR & Unified Communications Analytics

• Digital & Messaging Analytics

• Knowledge & AI Analytics
• Usage Reports

To create an exact copy (Linked Report):

1. While viewing the standard report, click the Create Link option.
2. Choose a name and folder for your linked report.

   The linked report automatically matches the layout of the standard report, except the user is free to save her own parameters, thresholds or schedules. Any layout changes that are made to the standard report in future updates, like new columns, are inherited by the linked report automatically.

To create a personalized report:

1. While viewing the standard report, click the Edit option.
2. Click the Report Builder option. This option is only available if the standard report has a corresponding report model.
3. Proceed through the six steps of the Report Builder, making any desired changes to the report layout and styling.
4. Choose a name and folder for the report.

   The personalized report is independent of the report that it was based on. Changes made to the original report are
   not inherited by the new report.