Knowledge Center

How to Edit Reports in Report Center

Introductions

This guide explains how to edit charts and reports in the Report Center.

Edit Permissions

To edit a report, one of the following conditions must be met:

You are the report creator
- If you created the report, you automatically have permission to edit it.
The report is set to Public Edit
- Reports must be configured to allow public editing for others to make changes.

For more details, see [Managing Report Permissions].

How to Check If You Can Edit a Report

You can tell if you have edit access by looking at the edit icon.

If you see a pencil icon with an “X” next to it (like the one below), it means you do not have edit permissions:

Edit Menu Overview

The Edit Menu is your central panel for customizing a report’s charts. It provides access to key configuration options to enhance clarity, usability, and insight.

Visualization Type - Displays the current chart type (e.g., Bar, Line, Pie).
1. Note: The chart type cannot be changed from the edit menu.
Chart Title - Allows the user to add or edit the chart title.
1. The title will be displayed in the report and should clearly reflect the chart's purpose.
Chart Description - A required field that helps viewers understand what the chart represents.

The description should clearly explain:

What the chart is showing
What insights can the user gain from it
"I Want to Look At" – Dimension Selection - This dropdown allows you to select the dimension, which defines what is being measured.
1. How to Select a Dimension:
2. Scroll through the dropdown list, or
3. Type the name of the desired dimension to search
4. For easier browsing, click the search icon to open the expanded dimension selector

➤ See: Measures and Dimensions Search Feature below

➤ What is a Dimension?

A dimension is a descriptive field used to categorize, group, or segment data in reports and charts.

Think of it as the label or context for your data — it tells you what the data is about. Examples: Agent Name, Date, Skill, Campaign

"I Want to Measure" – Metric Selection - This dropdown allows you to select the metric, which defines the value or quantity being measured.
1. How to Select a Metric:
  1. Scroll through the dropdown list, or type the name of the metric to search
  2. Click the search icon for an expanded view of metrics
  3. ➤ See: Measures and Dimensions Search Feature

➤ What is a Metric?

A metric is a numerical value used to measure performance, activity, or results.

It answers questions like: "How much?", "How many?", or "What is the value?" . Examples: Number of responses, Conversation duration, Average time for agent assignment

All the fields above are mandatory. .

Measures and Dimensions Search Feature

For a more detailed and user-friendly selection experience, the system provides an expanded search interface.

How It Works:

Click the Search Icon - Located next to the dimension or metric dropdown fields.
Expanded Search Window Opens - Offers a clearer interface to explore available dimensions and metrics.
Search Field with Real-Time Results
- Type to search by name or description.
- Results update instantly to match your input.
Helpful Overlays- Each item includes a definition overlay to provide context and aid understanding.
Select & Save - Once you’ve chosen a dimension or metric:
- It will appear in the dropdown field.
- Click "Save" to confirm your selection.

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Edit Guide – Step by Step

All editing actions begin by entering Edit Mode, which is accessed via the pencil icon.

Entering Edit Mode

Locate the pencil icon in the top-right corner of the report screen.
Click the pencil icon to enter Edit Mode.

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Adding a New Chart

To add a new chart to your report, follow these steps:

Enter Edit Mode - Click the pencil icon (top-right) to activate editing.
Choose a Chart Type
1. In the top-left corner, next to the “Edit Mode” label, click the chart icon.
2. Select the desired chart type from the list (e.g., bar chart, line chart, pie chart).
Edit Menu Opens Automatically - Once a chart type is selected, the Edit Menu will appear on the right-hand side.
Fill in Chart Details - Complete the fields in the Edit Menu:
1. Add a chart title
2. Provide a clear chart description
3. Select dimensions and metrics
4. Follow the Edit Menu Overview above
Save Your Chart - After completing the form, click Save to add the new chart to your report.
When you add a new chart, it will automatically appear at the bottom of the report.

To move the chart to your preferred location: Simply drag and drop the chart to the desired position within the report.

Edit an Existing Chart

To make changes to an existing chart, follow these simple steps:

Enter Edit Mode - Click the pencil icon in the top-right corner of the report screen to activate editing.
Select the Chart to Edit - Navigate to the chart you wish to edit and click the edit button located at the center of the chart.

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Access the Edit Menu - After clicking the edit button, the Edit Menu will appear on the right-hand side of the screen.
Update Chart Fields - You can now make changes to any of the following:
1. Chart Title
2. Chart Description
3. Dimension (what you want to analyze)
4. Metric (what you want to measure)
Save Your Changes - Once you've made the necessary updates, click Save to apply the changes to the chart.

Charts: Limitations and Supported Configurations

Line and Bar Charts
1. Support the following combinations:
  1. 1 Dimension + 1 Measure
  2. 1 Dimension + 2 Measures
  3. 2 Dimensions + 1 Measure
2. If using 2 dimensions, the second dimension must not be a conversation-level dimension if the first is a segment-level dimension.
Bar Charts - In the Edit menu, users can enable the “Stacked” toggle to merge multiple columns into a single stacked bar for better comparison.
Sparkline & Donut Charts
1. By definition, these charts support:
  1. 1 Dimension + 1 Measure
2. Simplified for focused, single-metric insights.
Table Charts - Maximum of:
1. 2 Dimensions
2. Up to 12 Measures
3. Ideal for detailed data views with multiple metrics.
Scatter Plot Charts
1. Support 2 Measures + 1 Dimension
2. Used to visualize relationships between two numerical values across categories.
Sankey Charts - Support up to 5 Dimensions
1. Designed for flow visualization between categorical stages or values.