3Analytics

Report Management Module

Management Reports

Some of your reporting needs may not be entirely met using the standard reports available in Oracle RightNow Analytics Cloud Service (Analytics). The Report Management component provides access to a set of standard reports intended to help you track information about how your reports and dashboards are used.

The reports available in the Report Management module give you information about scheduled reports and dashboards, reports and dashboards that require excessive processing time, and reports and dashboards used in workspaces, report links, and navigation sets. You can also find reports and dashboards that meet criteria you specify and generate a list of descriptions for any of your public reports and dashboards.

An example of a report you can run from the Report Management component is the View Report Descriptions report. Using this report, you can produce a catalog of reports that displays the descriptions of the standard and custom reports you are interested in. For instance, you can generate a list of descriptions for all the standard Service reports. Refer to Generate a catalog of reports.

Note: The reports in the Report Management component use data that is not available in the report designer, and perform non-standard post-processing of the data. Consequently, these reports cannot be copied or edited like the standard reports. In addition, these reports are not accessible with the Public API.

To access the Report Management component, you need to add it to your navigation set. Refer to About Navigation Sets. You also must configure your profile permissions to access the management reports you want. Refer to Configure management reports permissions.

Configure management reports permissions

Your staff members roles can access different management reports depending on their roles.

Staff members with permission to run one or more reports, but who lack permissions to edit workspaces or navigation sets, can access the management reports in these folders.

  • Performance

  • Find

  • Definition

  • Reference

Staff members who can run one or more reports and who have permission to edit workspaces can access the management reports in these folders.
  • Performance

  • Find

  • Definition

  • Reference

  • Workspaces

Staff members who can run one or more reports and who have permission to edit navigation sets can access the management reports in these folders.

  • Performance

  • Find

  • Definition

  • Reference

  • Navigation Sets

Staff members with Analytics administrator permission can run all management reports.

Refer to About Staff Management

Open a report in the Report Management component

You can open the Report Management component from your navigation pane.

Procedure
  1. Click Analytics on the navigation pane and then double-click Report Management. Because you can add this component to any navigation button in your navigation set, you may need to click another navigation button to access it.

  2. Open the folder containing the report you want to run. You can hover over the name of each report for a full description, including whether the report includes private reports and reports on other interfaces.

    The types of reports in each folder are summarized in the following table.

    Table Report Management Reports

    Folder Description

    Schedules

    The reports in this folder display the scheduled reports that are being sent, helping administrators better manage receipt of scheduled reports. Depending on the report you select, you can search by individual email addresses, email subject lines, or report names. Refer to Schedule a report.

    Workspaces

    The report in this folder displays the workspaces that use a particular report, helping administrators understand the impact of changing or deleting a report. Refer to Quick Access toolbar.

    Navigation Sets

    The reports in this folder display the reports included in specified navigation sets or the navigation sets that include the specified reports. This helps administrators determine if a report can be deleted or modified. Refer to About Navigation Sets.

    Performance

    The reports in this folder help administrators find reports that may require excessive processing to run, including reports that have no filters and reports that are automatically deferred due to processing time. These reports can then be modified to reduce the processing time or restricted to those staff members who understand the impact of running them.

    Find

    The reports in this folder are used to find reports that contain certain descriptions, custom scripts, column headings or column descriptions, and references to particular tables or columns in the database.

    We recommend using the Reports by Database Reference report to find reports that query a particular database field, such as when you want to delete a system attribute and need to know which reports use the field.

    Definition

    The report in this folder returns the report descriptions for the reports you specify, allowing you to easily create a catalog of reports that can be used to understand the available public reports. Refer to Generate a catalog of reports.

    Reference

    The reports in this folder show you reports that are used in dashboards or in report links. Refer to Dashboards and Linking reports.

  3. Double-click the report you want to run.

    Search options vary depending on the report you run. Some reports have required filters (the filter names display in red with an asterisk), while other filters do not require you to select values for them. You can also specify limit, paging, and sorting options, and change the layout of the search window. Refer to Search for records in a report.

    The Search window opens where you can select options to filter and sort the report’s output. The Search window for the Reports by Description report is shown here as an example.
    This figure shows the Search window for the Reports by Description report with the following areas highlighted: The Filter(s) section at the top of the window, with the required filter Search String text-entry field and the optional filter report-selection box; and the Limit, Paging, and Sorting options section, which appears at the bottom of the window.

  4. Select the filter options you want and click Search. The report output displays.

    As with other reports you run, you can sort the output, print and export the report, and apply slicing and other options. You can also run the report again, selecting different search criteria in the docked filters shown above the report output.

Generate a catalog of reports

With the large number of standard reports available in Oracle Service Cloud, it can be challenging to understand what each report provides. Using the View Report Descriptions report in the Report Management component, you can generate listings of column and report output definitions for any standard or custom reports.

While the Analytics Administrator profile permission is required to run any of the reports in Report Management, you can export, print, or publish the output so other staff members can view the report descriptions. Refer to data exceptions.

Note: Report output definitions are preconfigured for standard reports. For information about adding descriptions to custom reports, refer to Display output descriptions.

Procedure

  1. Click Analytics on the navigation pane and then double-click Report Management. Because you can add this component to any navigation button in your navigation set, you may need to click another navigation button to access it.

  2. Expand the Definition folder and then double-click View Report Descriptions. The Search window opens.

  3. Select the reports you want to include in the output. By default, all reports are selected, but since this is a required filter, you need to specify the reports you are interested in. You can select all the reports in a top-level folder by selecting the check box next to the folder.

  4. Click Search to run the report. The report descriptions are displayed on the content pane. Here’s an example of the descriptions for standard reports in the Service folder.

    This figure shows thereports and their descriptions that are displayed on the content pane.

  5. To see a report’s column descriptions and expressions, click the Details link in the View column.

Analytics Explorers

About Analytics Explorers

The reporting features in Oracle Service Cloud are accessed through the Oracle RightNow Analytics Cloud Service (Analytics) explorers.

From Analytics explorers, you can create custom reports and dashboards, view standard and custom reports, and edit report styles, chart styles, color schemes, images, and text fields to use with reports and dashboards. Refer to channel.

Working with explorers

The Analytics explorers are accessed by clicking Analytics on the navigation pane. Your access to Analytics explorers is determined by your navigation set and profile permissions.

About Navigation Sets

About Staff Management

You can search from all Analytics explorers to quickly locate items you want to view or edit. You can also copy and save items you create in custom folders.

Display Analytics explorers

Click Analytics on the navigation pane. The explorers you have access to display.

Search for a specific report

You can search for reports, styles, images, or other types of items specific to the explorer you are working in. For instance, you can search for reports and dashboards from the Reports explorer and text fields from the Text Fields explorer.

Note: A separate Quick Search feature is available that enables you to search for a specific file or record no matter where you are in the product. Refer to Common functionality.
The following procedure describes how to search for reports from the Reports explorer. However, the basic procedure is the same for all explorers—only the columns available for searching change between explorers.
Procedure
  1. Click Analytics on the navigation pane and then double-click Reports Explorer.

  2. Click Find on the ribbon. The left side of the content pane displays a Find menu, hiding the folders tree.

    Note: All of the Analytics explorers include a ribbon for working with items shown in the explorers.

  3. Enter the following field information. This table describes the fields on the Report Explorer Find window.

    Table Reports Explorer Find Menu

    Field Description

    Find Using

    Click this drop down menu to select a column in the reports list to search on. You can search by the report’s name, ID number, dates created or updated, the report’s initial run (opening report without prompting for search parameters) status, or the refresh on edit status. Each column is associated with one of three data types which determine the available search options:

    Strings—Search for strings that start with, contain, end with, or match the value you enter in the text box.

    Dates—Search for dates before, on, or after today’s date. You can also click the calendar to display the current month’s calendar and select another day, or click the arrows at the top of the calendar to change months.

    Integers—Search for values that are less than, equal to, or greater than a number.

    Search text box

    Type your search text in this field.

    Case Sensitive

    When searching a string column, select this check box if you want to match the case.

    Show Advanced Options

    Click Show Advanced Options to display additional search options.

    Search globally, replace results

    Select this option to remove the results from the previous search and replace them with results from this search.

    This is the default option.

    Search globally, append to results

    Select this option to keep results from the previous search and add results to them from this search.

    Search within results, replace results

    Select this option to search the current search results and keep only those results that match the new search.

    Return Non-matching Items

    Select this check box to return all reports that do not match your search criteria.

  4. Click Find. The search results display on the right pane. A message displays if no results are found.

  5. To remove the text entered for the previous search, click Clear on the Find menu.

  6. To replace the search results with the original reports list, click Refresh on the ribbon.

  7. To remove the Find menu and display the folders list, click Folders on the ribbon.

Copy Analytics content

The standard reports, styles, chart styles, and color schemes in the Analytics explorers cannot be edited, renamed, or deleted. However, you can copy any of these predefined items and use the copy as a starting point when you want to create a customized version. You can also use the same method to copy custom items that were created in any of the Analytics explorers.

Procedure
  1. Open the appropriate explorer.

  2. Right-click the item you want to copy.

  3. Select Copy to open the Copy As window.

  4. To store the new item in a custom folder, navigate to the folder.

    Note: Custom files cannot be stored in the Reports explorer’s or Images explorer’s standard folders.

  5. Type a name for the new item in the Name field.

  6. Click OK to save the new item.

Save an item

The procedure to save custom reports, report styles, chart styles, color schemes, images, and text fields is similar, no matter what type of item you are saving.

Procedure
  1. After editing the item, select the appropriate save option on the ribbon’s Home tab:

    • To save changes to the item without closing it, select Save.
    • To save a new item, or to save a copy of the item you are editing with a different name, select Save As.
    • To save changes to the item and close it, select Save and Close. This option is faster than saving a change and then manually closing the window.
    Note: Options for saving a custom report are accessed by clicking the arrow on the Save button on the report designer’s Quick Access toolbar.
    When you select Save As, or attempt to save a new item for the first time, the Save As window opens to name the item.

  2. To store the new item in a custom folder, navigate to the folder. You can store custom files only in custom folders.

  3. Type a name for the new item in the Name field.

  4. Click OK to save the item.

Creating custom folders

You can create custom folders in any explorer to store new or copied reports, styles, chart styles, color schemes, images, and text fields. You can also rename custom folders and files.

Create a custom folder

You can add folders to any parent folder that accepts custom folders.

Procedure
  1. Open the appropriate explorer.

  2. Right-click the parent folder you want to add the custom folder to.

    Note: Not all standard folders accept custom folders.

  3. Select New Folder.

  4. Type a name for the folder.

  5. Click outside the folder name, or press Enter, to save the folder.

Rename a custom folder

You can use the rename folder feature when saving or copying a custom folder.

Procedure
  1. Open the appropriate explorer.

  2. Right-click the custom folder.

  3. Select Rename.

  4. Type a new name for the folder.

  5. Click outside the folder name, or press Enter, to save the name.

    Tip: You can also use right-click functionality to rename custom folders when you are saving or copying items.

Reports explorer

The Reports explorer provides you with one location to view and organize reports, and edit and create custom reports and dashboards.

The content created in the other Analytics explorers is applied to reports using the Reports explorer.

Reports are contained in folders in the Reports explorer. These folders are in a tree structure and can be expanded or collapsed to hide or display their contents. Reports that are accessible by multiple staff members are contained in the Public Reports folder, and private reports that are accessible only to the staff member who created them are stored in the My Reports folder.

Note: Other staff members’ My Reports folders are not displayed in the Reports explorer. However, administrators can log in with the administrator account to access every account’s folders. This ensures that private reports can be edited, moved, and deleted if necessary.

Clicking a folder in the Reports explorer’s tree displays the folder’s contents in the list on the right. A folder’s contents can include reports, dashboards, and subfolders. Reports and dashboards contained in the same folder are automatically sorted in alphabetical order and cannot be reordered. However, you can drag items from one folder to another.

Right-clicking a folder or report displays a list of actions you can take on the item, such as opening a report for editing or queuing a report.

Report Management

About custom reports

Dashboards

Styles explorer

Report styles allow you to quickly apply custom display settings to your reports without editing the underlying report.

Styles can also help staff members use the same display settings for their reports so that all reports generated by your staff share the same appearance. For information about applying a style to a report, refer to Apply a style to a report.

A number of default styles are available, which may be all you need. However, you can easily create and edit styles to define the specific fonts, colors, borders, and margins which are most appropriate for your target audience. You can then apply your custom styles to reports just as you would the default styles.
Tip: When configuring reports to display on the Browser User Interface, you can use any style you want, but we suggest trying the Web Theme style which is configured for optimal display on web browsers.

You can edit style options for various components used in reports, such as text fields, column headers, exceptions descriptions, or entire report sections. You can also associate a custom chart style with your report style that will be applied to charts added to reports.

The style options vary depending on the type of component you are editing. For example, the options for a text component include a Font tab, whereas the options for a non-text component do not, since font settings do not apply. Refer to data exceptions for descriptions of the various components that can be added to reports.

Create a style

The style editor displays examples of the various report components that you can create custom styles for. This helps you identify the component you want to modify. You can also select the component you want to modify from a list if you know its name.

Procedure
  1. Click Analytics on the navigation pane.

  2. Double-click Styles Explorer. The Styles explorer opens, displaying the current styles.

  3. Do one of the following:

    • To create a style, click New on the ribbon.
    • To edit an existing custom style, right-click the style and select Edit.
    The style editor opens.

  4. Do one of the following:

    • Select the component whose style you want to modify from the drop-down menu at the top of the editor and click Edit.
    • Double-click the component on the style editor.
    A window opens for selecting style options.

  5. Select the style options you want for the selected component. Refer to Select style options.

  6. To associate a custom chart style with the report style, click the name of the chart style that is currently associated with the report style, shown next to Attached Chart Style. The Select Chart Style window opens.

  7. Select the chart style you want to associate with the report style.

  8. Click OK.

    Note: The associated chart style is used by default for charts added to reports that use the report style. However, different chart styles can be selected when creating charts. Refer to Chart Styles explorer for information about chart style options. For information about adding charts to reports, refer to Adding and editing charts.

  9. Click Save on the ribbon to save the style.

Select style options

Once you select the component you want to modify from the style editor, you can define options for the component’s font, margins, background colors, and borders.

Repeat this task for each component you want to modify.
Note: You can access all the style options for the selected component from the window that displays when you select a component and click Edit. However, you can also select common style options for the selected component using the buttons on the explorer’s ribbon, which provide shortcuts to many of the same options available on the window. In this procedure, we show you how to change options from the window.
Procedure
  1. Open the style editor window for the component you have selected. By default, the window opens on the Font tab if the selected component includes text. Refer to ribbon for information about this tab.

  2. Click the Margins tab to define the amount of space surrounding the component when used in reports.

  3. Enter the number of pixels between the text and the left, right, top, and bottom margins.

  4. If you are editing a style for a report section, such as the report header, enter the number of pixels you want between the section’s contents in the Spacing field.

  5. Click the Fill tab to modify the background fill colors for the selected component.

  6. Enter the following field information. This table describes the fields on the Fill tab.

    Table Fill Tab

    Field Description

    Color/Top Color/Left Color

    Click this box to select a primary color as the background. The text description for this option varies depending on the Gradient Mode you select. Refer to ribbon.

    No Fill

    Select this check box to clear any fill colors previously selected. If this check box is selected, the other options on the Fill tab are disabled, except Color. Selecting a color automatically clears the No Fill check box, enabling the other options.

    Gradient Mode

    Select the positioning of the primary and secondary colors for the background from the Gradient Mode drop-down menu. Using gradient coloring lets you merge two colors. The following options are available.

    None—Select this option to use only the primary color as the fill color. If you select None, the Gradient Color field is disabled.

    Top to Bottom—Select this option to merge the colors from the top of the background to the bottom.

    Left to Right—Select this option to merge the colors from the left of the background to the right.

    Gradient Color/Bottom Color/Right Color

    Click this box to select a secondary color to merge with the primary color. The fill colors then merge using the method defined in the Gradient Mode menu. The text description for this option varies depending on the gradient mode you select. Refer to ribbon.

    Transparency (%)

    Select a percentage to define how intense the fill colors are. A setting of 100% is completely transparent, which prevents the fill colors from displaying. A setting of 0% has no transparency, resulting in intense background colors. The selected percentage is immediately reflected in the Preview field, so you can easily scroll through the transparency percentages to find a value that best suits your needs.

    Preview

    This area provides a sample of how the fill colors you select will appear on the report background.

  7. Click the Borders tab to modify the borders of a component.

  8. Enter the following field information. This table describes the fields on the Borders tab.

    Table Borders Tab

    Field Description

    Color

    Click this box to select a color for the border. Refer to ribbon.

    Style

    Click this drop-down menu to select one of the following border styles: Solid, Dashed, Dotted, Inset, Outset, Double, Groove, Ridge, Rounded, or Separator. The Separator option lets you add space around the component.

    Weight

    Click this drop-down menu to select the pixel size of the border. You can choose a number between 1 and 10 pixels.

    Preview

    Use this area to define the placement of the borders. Select any of the following buttons to place the borders, or click the area in the Preview white space where you want the border.

    Top border button. Described in the text.

    Bottom border button. Described in the text. Left border button. Described in the text. Right border button. Described in the text. All-sides border button. Described in the text. Remove-all-borders button. Described in the text. Borders

    Click a button to add the selected border attributes to the top, bottom, left, right, or all sides of the component. You can also add or remove borders from all sides of the component.

  9. Click the Preview button to preview the style with the changes you have made to fonts, margins, fill, and borders.

  10. Click OK to save your changes to the selected component.

Chart Styles explorer

You can apply chart styles to charts shown on reports to change their appearance. You can also create custom chart styles if you have specific display requirements for your charts.

By applying a chart style, you can immediately change a chart’s fonts, colors, scales, gridlines, backgrounds, and other display attributes. The Chart Styles explorer includes several predefined chart styles, which you can apply to charts, and allows you to create custom chart styles. You can then apply the same chart style to charts in different reports to ensure that all the charts have a similar appearance.
Tip: When configuring charts to display on the Browser User Interface, you can use any chart style you want, but we suggest trying the Web Theme style which is configured for optimal display on web browsers.

The attributes defined in chart styles vary depending on the type of chart used in a report. Likewise, the chart style options vary depending on the type of chart the style should be applied to. The chart types available are described in the following table.

Table Chart Types

Chart Type Description

Vertical bar chart. Described in the text.

Vertical bar charts display data as a series of vertical bars. Subtype options can display the chart with single or stacked bars and as two- or three-dimensional.


Horizontal bar. Described in the text.

Horizontal bar charts display data as a series of horizontal bars. Subtype options can display the chart with single or stacked bars and as two- or three-dimensional.


Pie chart. Described in the text.

Pie charts display data as a percentage of a whole. Subtype options can display two- or three-dimensional pie charts or doughnut charts.


Line chart. Described in the text.

Line charts display data as a series of points connected by a line. Subtype options can display the chart as two- or three-dimensional.


Line/bar combo chart. Described in the text.

Line/bar combo charts display both a line chart and a vertical bar chart. Subtype options can display the chart with single or stacked bars and as two- or three-dimensional.


Area chart. Described in the text.

Area charts display data as areas on an x- and y-axis. Subtype options can display the chart as two- or three-dimensional.


X-Y chart. Described in the text.

X-Y charts display data as a series of plotted points. Subtype options can display the plotted points as points, lines, or bubbles and as two- or three-dimensional.


Radar chart. Described in the text.

Radar charts display data in a radar format. Numeric values are plotted at markers on the perimeter.

Stock chart. Described in the text.

Stock charts display the minimum and maximum values for data. Subtype options can display the chart using squares or lines to represent the high and low points of each plot.


Pareto chart. Described in the text.

Pareto charts display data in descending order with an ascending plot line for cumulative percentage. Subtype options can display the chart as two- or three-dimensional.


Gauge chart. Described in the text.

Gauge charts display a numeric value as a percentage of a whole. Subtype options can display the chart as a gradation bar or a simple color meter.

Gauge charts cannot be used in reports that contain non-aggregate columns.


Funnel chart. Described in the text.

Funnel charts display data as areas shown in ascending or descending order. Subtype options can display two- or three-dimensional funnel or pyramid charts.


Gantt chart. Described in the text.

Gantt charts display time lines for completion of scheduled tasks. Subtype options can display the chart as two- or three-dimensional.

Create or edit a chart style

Chart styles are customized using options available on the chart styles editor’s ribbon. When you edit a chart style and select a chart type, different buttons are enabled based on the new chart type. For example, the Bar Settings button is enabled on the ribbon when editing a style for a vertical bar chart, whereas it is not enabled when creating a style for a pie chart. The chart subtype, such as two- or three-dimensional and stacked or not stacked, also impacts options enabled on the ribbon.

Tip: The same ribbon options available on the chart styles editor are also available when you add a chart to a custom report. This allows you to customize the display of an individual chart used in a report without creating or modifying a chart style.

When creating a chart style, a sample of the currently selected chart type and subtype is shown on the content pane. The sample chart’s display changes depending on the options you select so you can quickly see how a chart that uses the selected settings will appear.

Note: Once you select a chart type and subtype, you can follow the steps in this procedure in any order you want. The steps in this procedure are listed according to the order of their associated buttons on the ribbon.
Procedure
  1. Click Analytics on the navigation pane and then double-click Chart Styles Explorer.

  2. To create a new chart style, click New on the ribbon.

  3. To edit a chart style, right-click the chart style and select Edit. The chart styles editor displays a default chart type.

  4. Click Type on the Home tab to display the chart type menu.

  5. Select the chart and chart subtype you want to configure for the chart style. Once you configure your chart style for the selected chart type and subtype, you can select other types to configure your chart style for use with those types. This allows you to use the same chart style regardless of the types of charts you add to reports, while ensuring the charts’ colors, fonts, and other attributes are consistent.

  6. To configure three-dimensional settings for a chart style with a 3D subtype, click 3D Depth and 3D Angle on the Home tab to enter values that impact how three-dimensional charts display.

    Tip: You can modify the three-dimensional settings for charts with 3D subtypes by right-clicking the chart on the content pane and selecting Rotate. When you do so, your cursor changes and you can move your mouse or other pointing device horizontally and vertically to change the chart’s three-dimensional values. Click the left mouse button to quit rotating the chart. The right-click menu also gives you options to convert three-dimensional charts to two-dimensional charts, or two-dimensional charts to three-dimensional charts, as long as the chart type includes 3D subtypes. This right-click menu is also available when creating or viewing reports.

    The following table describes the settings you can access from these buttons.

    Table Three-Dimensional Chart Subtype Settings

    Button Description

    3D Depth

    Click this button and enter a number for the extent of the chart’s three-dimensional effect. A value of 0 removes the 3D appearance from the chart, where as a setting of 125 maximizes the effect.

    3D Angle

    Click this button to enter values for the chart’s horizontal and vertical angles.

    X Angle

    Enter a value from 0 to 180 degrees in this field. This value determines the vertical rotation of the chart.

    Y Angle

    Enter a value from 0 to 180 degrees in this field. This value determines the horizontal rotation of the chart.

  7. To configure colors, styles, borders, and other settings for the bar, line, or gauge elements in charts, click the Home tab and click Bar Settings, Line Settings, or Gauge Settings.

    The following table describes the settings you can access from these options.

    Table Bar, Line, and Gauge Settings Buttons

    Button Description

    Bar Settings

    Click this button to customize the display of the bar elements for chart types that include bars.

    Bar Outline

    Select this option and then select the type of outline you want around the individual bars in the chart. You can choose from the following options:

    None—The bars have no outline.

    Lighter—The bar outline is a lighter shade of the bar’s color.

    Darker—The bar outline is a darker shade of the bar’s color.

    Color—The bar outline is a specified color.

    Choosing Color enables the Outline Color option. Select this to open the color menu where you can select a color for the outline. Refer to ribbon.

    Bar Style

    Select this option and then select the style you want for the bars in the chart. You can choose Block, Cylinder, Wedge, Emboss, or Light to Dark.

    Multicolor Series

    Select this option to make the bars in different series use different colors. When this option is not enabled, the bars in different series are shown using the same set of colors.

    Line Settings

    Click this button to customize the display of the line elements for chart types and subtypes that include lines.

    Line Width

    Select this option and then select the number of pixels you want for the line’s width. Options include widths from one to ten pixels.

    Symbols

    Select this option and then select the symbol you want to place on the line to mark data points. You can choose None, Square, Circle, or Triangle.

    Gauge Settings

    Click this button to customize the display of the gauge for gauge chart types.

    Gauge Color

    Select this option to open the color menu to select a color for the gauge. Refer to ribbon. You can also select No Value from the menu to use the default color.

    Border Color

    Select this option to open the color menu to select a color for the gauge’s outline. Refer to ribbon. You can also select No Value from the menu to use the default color.

    Show Numeric Identifier

    Select this option to display a numeric indicator on the gauge which shows the actual value represented on the gauge.

    Color Ranges

    Select this option to open the Color Range window where you can define different colors to use for different value ranges on the gauge. Refer to ribbon for information on defining color ranges for gauge charts.

  8. To define color ranges for a gauge chart, click Gauge Settings on the Home tab and select Color Ranges.

    1. Click Add Range to add a color range.

    2. Enter the following field information. This table describes options available on the Color Ranges window.

      Table Color Ranges Window

      Field Description

      Add Range

      Click this text to add a range. Before you add a range, the Color Ranges window does not show any ranges and Add Range is the only option available.

      Minimum

      Enter the percentage value the range should begin at. For example, a gauge with three color ranges could have a range that begins at 34%.

      Maximum

      Enter the percentage value the range should end at. For example, a gauge with three color ranges could have a range that ends at 66%.

      Start Color

      Click this box to open the Color window and select a color for the beginning of the range. Refer to ribbon.

      End Color

      Click this box to open the Color window and select a color for the end of the range. Refer to ribbon.

      Remove Range

      Click this text to remove the range shown next to the text.

    3. Click OK to save the color ranges.

    Sample ranges are shown in the Color Ranges window here.
    This figure shows the Color Ranges window, where you can specify percentages for minimum and maximum color ranges that will display on the gauge chart.

    Color ranges are unique to gauge charts and let you show ranges of different values on the chart in different colors. The following figure shows a gauge chart with three color ranges.


    This figure shows an example gauge chart with green, yellow, and red color ranges, from 0 to 100. In this example, the range indicator is set to 50, in the yellow color range.

  9. To select a color scheme for the chart style, click Color Scheme on the Home tab and select the item you want from the color scheme menu.

    Customizable color schemes are available for all chart types except gauge charts. Color schemes can be used to define the colors used for the chart. Refer to Create a color scheme.

  10. To define the placement of labels, such as titles and legends, click the Layout tab and click the button on the ribbon’s Labels group that corresponds to the label you want to configure.

    The following table describes the labels you can configure from these options.

    Table Labels Buttons

    Label Description

    Title

    Click this button to select options for the chart’s title. This label displays the chart’s title defined when you add a chart to a report. You can choose not to show this label, or you can show it at the left, right, top, or bottom of the chart.

    Legend

    Click this button to select options for the chart’s legend. This label displays a legend to identify the chart’s contents. You can choose not to show this label, or you can show it at the left, right, top, or bottom of the chart.

    Category Axis Title

    Click this button to select options for the chart’s category axis title. This label identifies the chart’s category axis. You can choose to show it or not show it.

    Value Axis Title

    Click this button to select options for the chart’s value axis title. This label identifies the chart’s value axis. You can choose to show it or not show it.

    Data Labels

    Click this button to select options for the chart’s data labels. Data labels can be displayed on the chart’s bars, lines, and other display components to show the actual values represented in the chart. You can choose to show data labels or not show them.

    Exception Box

    Click this button to select options for the chart’s exception box. This label describes the exceptions shown in the chart if the chart’s data includes exceptions and the report is configured to show exceptions on the chart. You can choose to show this label at the left, right, top, or bottom of the chart.

  11. To configure scale options for the chart style, click Value Scale on the Layout tab and select from the options described in the following table.

    Table Value Scale Button

    Option Description

    Primary Scale

    The options in this section let you show the primary scale, rotate the scale’s labels, and choose whether to configure the scale’s range manually. You can also choose to have these options configured automatically.

    Show

    Select this option to display the primary scale on the chart. By default, the primary scale is displayed.

    Automatic

    Select this option to automatically determine the range of the scale based on the range of values in the data shown on the chart.

    Manual

    Select this option to manually configure the range shown on the primary scale. When you select this option and hover over it, Scale Start and Scale End fields appear. Enter the minimum value you want for the scale in the Scale Start field and the maximum value you want in the Scale End field.

    Rotate Labels

    Select this option and then select a degree to rotate the label text. Your choices are None, 15, 30, 45, 0, -15, -30, and -45 degrees (clockwise).

    Secondary Scale

    The options in this section let you configure the secondary scale for the line values shown on line/bar chart types.

    Show

    Select this option to display the secondary scale on the chart. By default, the secondary scale is not displayed.

    Automatic

    Select this option to automatically determine the range of the scale based on the range of values in the data shown on the chart.

    Manual

    Select this option to manually configure the range shown on the secondary scale. When you select this option, Scale Start and Scale End fields appear. Enter the minimum value you want for the scale in the Scale Start field and the maximum value you want in the Scale End field.

    Rotate Labels

    Select this option and then select a degree to rotate the label text. Your choices are None, 15, 30, 45, 0, -15, -30, and -45 degrees (clockwise).

    Position

    The options in this section let you choose where to place the primary scale on the chart.

    Primary Scale Right

    Select one of these options to place the primary scale on the right or left side of the chart. By default, the primary scale is displayed to the left of the chart.

    These options are enabled only for chart types that display data vertically.

    Primary Scale Left

    Primary Scale Top

    Select one of these options to place the primary scale at the top or bottom of the chart. By default, the primary scale is displayed at the bottom of the chart.

    These options are enabled only for chart types that display data horizontally.

    Primary Scale Bottom

    Use Logarithmic Scale

    Select this check box to use a logarithmic scale based on your report data.

  12. To configure category and value grid lines shown on the chart, click Category Grid Lines or Value Grid Lines on the Layout tab. The following table describes the options you can configure from these options.

    Table Category Grid Lines and Value Grid Lines Buttons

    Option Description

    Scale

    The options in this section let you choose whether to use automatic or manual offsets for the major and minor grid lines shown on the chart. The offsets determine the spacing between the grid lines.

    Automatic

    Select this option if you want the offsets between the major and minor grid lines shown on the chart to be configured automatically.

    Manual

    Select this option to manually specify the offsets for the chart’s grid lines. When you select this option, Major Offset and Minor Offset fields are displayed. Enter the numeric offset value you want for the major grid lines in the Major Offset field, and the offset you want for the minor grid lines in the Minor Offset field.

    Display

    The options in this section let you show or hide major and minor grid lines on the chart. Grid lines can make it easier to identify values on the chart.

    Show Major

    Select this option to display major grid lines on the chart.

    Major Color

    Select this option to open the color menu where you can choose the color you want for the major grid lines. Refer to ribbon.

    Show Minor

    Select this option to display minor grid lines on the chart.

    Minor Color

    Select this option to open the color menu where you can choose the color you want for the minor grid lines. Refer to ribbon.

    Show Left

    Select this option to show grid lines along the left side of the chart.

    This option is not available on the Value Grid Lines button.

    Left Color

    Select this option to open the color menu where you can choose the color you want for the grid line along the left side of the chart. Refer to ribbon.

    This option is not available on the Value Grid Lines button.

    Bottom Color

    Select this option to open the color menu where you can choose the color you want for the grid line along the bottom of the chart. Refer to ribbon.

    This option is not available on the Category Grid Lines button.

  13. To configure options for tick marks shown on the chart’s scale, click Tick Marks on the Layout tab. The following table describes the options available.

    Table Tick Marks Button

    Option Description

    Scale

    The options in this section let you choose whether to use automatic or manual offsets for the major and minor tick marks shown on the chart’s scale. The offsets determine the spacing between the tick marks.

    Automatic

    Select this option if you want the offsets for the scale’s major and minor tick marks to be configured automatically.

    Manual

    Select this option to manually specify the offsets for the scale’s major and minor tick marks. When you select this option, Major Offset and Minor Offset fields are displayed. Enter the numeric offset value you want for the major tick marks in the Major Offset field, and the offset you want for the minor tick marks in the Minor Offset field.

    Display

    The options in this section let you show or hide major and minor tick marks on the chart’s scale.

    Major Tick Marks

    Select this option to show the major tick marks on the chart.

    Minor Tick Marks

    Select this option to show minor tick marks on the chart.

  14. To customize the fonts, borders, and backgrounds of different sections of the chart, click the Format tab.

    1. Click the section of the chart you want to configure on the content pane or, if you know the name of the chart section you want to configure, select it from the Current Selection drop-down menu on the ribbon. The following chart sections are available, though not all sections are available for all chart types.

      Chart Area

      Grid Area

      Title

      Legend

      Category Axis Labels

      Category Axis Title

      Value Axis Title

      Primary Scale Labels

      Secondary Scale Labels

      Data Labels

      Exception Box

    2. Select from the options on the Format tab’s Format group described in the following table.

      Table Format Tab Buttons

      Button Description

      Border

      Click this button to select a border style for the selected section. The available options are:

      None

      Thin

      Medium

      Thick

      Dashed

      To select a color for the border, select Border Color from the menu to open the color menu. Refer to ribbon.

      Shadow

      Click this button to select a shadow style for the selected section’s border. The available options are:

      None

      Thin

      Medium

      Thick

      To select a color for the shadow, select Shadow Color from the menu to open the color menu. Refer to ribbon.

      Background

      Click the arrow on this button to open the color menu where you can select a background color for the selected section of the chart. Refer to ribbon.

      Transparency

      Click this button to enter a percentage to define how intense the background color is for the chart’s grid area. A setting of 100% is completely transparent, which prevents the fill colors from displaying. A setting of 0% has no transparency, resulting in intense background colors. The selected percentage is immediately reflected on the sample chart, so you can easily scroll through the transparency percentages to find a value that best suits your needs.

      Gradient

      Click this button to select the type of gradient you want for the background of the chart area section. You can use gradient color to customize a background by blending two colors. Your options are:

      None

      Left to Right

      Top to Bottom

      To select a gradient color to blend into the background color, select Gradient Color to open the color menu. Refer to ribbon.

      Font buttons

      Select the font, font size, and other attributes from these buttons. Refer to ribbon.

  15. To configure settings for a different chart type or subtype, repeat steps 3 through 15.

  16. Click Save on the ribbon to save the chart style.

Create a color scheme

The Color Schemes explorer lets you view standard color schemes used in conjunction with chart styles. You can also copy standard color schemes and edit the copies, or you can create your own custom color schemes. Color schemes you create can be copied, renamed, edited, and deleted using right-click functionality.

Tip: When configuring charts to display on the Browser User Interface, you can use any color scheme you want, but we suggest trying the Web Theme scheme which is configured for optimal display on web browsers.

Procedure

  1. Click Analytics on the navigation pane and then double-click Color Schemes Explorer. The Color Schemes explorer opens, displaying the current color schemes.

  2. Click New on the ribbon to open the New Color Scheme window. The window populates with default colors.

  3. To change a particular color, click the box with the color to open the Color window. Refer to ribbon.

  4. Enter the transparency value for the color scheme in the Transparency field. A transparency value of 0 displays a solid color, and a value of 255 is completely transparent with no color.

  5. Click Save on the ribbon to save the new color scheme.

Images explorer

You can add or replace images in reports and dashboards using the Images explorer.

Photos and other images can be uploaded to use in reports and dashboards. For example, your organization’s logo can be added as an image and then added to custom reports. Refer to Add an image to a report section for information about adding images to reports area backgrounds or Add an image for information about adding images to dashboards.

The images used with reports and dashboards can be added and replaced using the Images explorer. The ability to replace images is helpful when an image, such as a corporate logo, is modified. Once the image file is replaced, the reports and dashboards with the old image automatically use the new image.

Note: Images can also be copied, renamed, or deleted using right-click functionality.

Add an image

You can add images using the Image explorer.

Procedure
  1. Click Analytics on the navigation pane and then double-click Images Explorer.

  2. Click New on the ribbon.

  3. Click Select One or More Images to open a window where you can select the images you want to add. You can add .bmp, .jpg, .gif, and .png file types.

  4. Select the image you want to upload. You can select multiple images by pressing Ctrl when selecting them.

  5. Click Open.

  6. Click Save on the ribbon to save the image. When saving a single image, you can specify a new name for the image. When saving multiple images, the original image names are retained.

Replace an image

You can replace an image with an updated image using the Image explorer.

Procedure
  1. In the Images explorer, right-click the image you want to replace and select Open.

  2. Click Select a Different Image. A window opens where you can select the new image.

  3. Select the image you want to replace the existing image with.

  4. Click Open.

  5. Click Save on the ribbon to save the new image.

Create a text field

The Text Fields explorer lets you create text fields you can add to custom reports and dashboards. When you create a text field, you can specify the field’s text, fonts, borders, colors, and margins. You can also adjust these settings after you add the field to a report or dashboard.

Refer to Add a text field to a header or footer or Adding images and text fields to dashboards.

For example, you could create a text field with your organization’s name, using your organization’s preferred fonts and colors, which you could add to your reports’ titles. Since the text fields can be edited once they are added to reports, you can also create a template text field with your customized settings and change the wording in the field as necessary.

Using the Text Fields explorer, you can edit, copy, delete, and rename text fields using right-click functionality. You can also create new text fields.

Procedure

  1. Click Analytics on the navigation pane and then double-click Text Fields Explorer.

  2. Click New on the ribbon. A new text field opens on the content pane.

  3. Enter the following field information. This table describes the fields on the Text tab of the Text Fields Explorer window.

    Table Text Tab

    Field Description

    Text*

    Type the text you want to display in this field. This text also serves as the text field name.

    Text Alignment

    Click this drop-down menu to select the horizontal alignment for the text in the text field. Options are Left, Center, and Right.

    Line Alignment

    Click this drop-down menu to select the vertical alignment for the text in the text field. Options are Top, Center, and Bottom.

    Anchor Style

    Click this drop-down menu to select the anchor style for the field. Refer to Select an anchor style for a text field.

  4. Click the Size tab.

  5. Enter the following field information. This table describes the fields on the Size tab of the Text Fields Explorer window.

    Table Size Tab

    Field Description

    Best Fit

    Select this option to have the size of the text field automatically adjusted to best fit the available space in the report.

    Specific Size (Pixels)

    Select this option to manually enter the specific width and height settings for the text field. Any text in the field boundaries that exceeds the size of the field is clipped.

  6. Click the Font tab to select the font settings for the text field. Refer to ribbon.

  7. Click the Margins tab to define the amount of space surrounding the text in the text field.

  8. Select the number of pixels between the text and each of the four text field margins.

  9. Click the Fill tab to define the background fill colors for the text field.

  10. Enter the following field information. This table describes the fields on the Fill tab of the Text Fields Explorer window.

    Table Fill Tab

    Field Description

    Color/Top Color/Left Color

    The text description for this option varies depending on the gradient mode you select. Click this box to select a primary color as the background. Refer to ribbon.

    No Fill

    Select this check box to clear any fill colors previously selected. If this box is selected, the other options on the Fill tab are disabled except Color. Selecting a color automatically clears the No Fill check box, enabling the other options.

    Gradient Mode

    Select the positioning of the primary and secondary colors for the background from the Gradient Mode drop-down menu. Using gradient coloring lets you merge two colors. The following options are available.

    None—Select this option to use only the primary color as the fill color. If you select None, the Gradient Color field is disabled.

    Top to Bottom—Select this option to merge the colors from the top of the background to the bottom.

    Left to Right—Select this option to merge the colors from the left of the background to the right.

    Gradient Color/Bottom Color/Right Color

    The text description for this option varies depending on the gradient mode you select. Click this box to select a secondary color to merge with the primary color. The fill colors then merge using the method defined in the Gradient Mode menu. Refer to ribbon.

    Transparency (%)

    Select a percentage to define how intense the fill colors are. A setting of 100% is completely transparent, which prevents the fill colors from displaying. A setting of 0% has no transparency, resulting in intense background colors. The selected percentage is immediately reflected in the Preview area, so you can easily scroll through the transparency percentages to find a value that best suits your needs.

    Preview

    This area provides a sample of how the fill colors you select will appear on the text field’s background.

  11. Click the Borders tab to define the borders for the text field.

  12. Enter the following field information. This table describes the fields on the Borders tab of the Text Fields Explorer window.

    Table Borders Tab

    Field Description

    Color

    Click the color box to select a color for the border. Refer to ribbon.

    Style

    Click this drop-down menu to select one of the following border styles: Solid, Dashed, Dotted, Double, Inset, Outset, Groove, Ridge, Rounded, or Separator. The Separator option lets you add empty space around the text field.

    Weight

    Click this drop-down menu to select the pixel size of the border. The border weight can be from 1 to 10 pixels.

    Preview

    This area defines the placement of the borders you define. Select any of the following buttons to place the borders or click the area in the Preview white space where you want the border.

    Borders

    Click a button to add the selected border attributes to the top, bottom, left, right, or all sides of the component. You can also add or remove borders from all sides of the component.

  13. To preview the text field, click Preview on the ribbon.

  14. Click Close to close the preview window.

  15. Click Save on the ribbon to save the text field.

Selecting fonts and colors

Certain items you edit in explorers include options to change font attributes or add colors.

The methods to define fonts and colors are generally the same, regardless of the item you are editing or the explorer you are working in.

Select font attributes from the Font tab

When customizing text elements in Analytics, you can specify font attributes to change the display of the text. Font attributes can be selected from the ribbon in certain editors, such as the chart styles editor, or from a Font tab on a window in other areas.

The same options are available from the ribbon or the tab. Some editors give you access to font attributes from both the ribbon and the tab, allowing you to change font attributes from either location. The following figure shows font options on the style editor’s Font tab.
This figure shows the style-editor window, and is described in the surrounding text.

This procedure describes the options available on the Font tab. However, you can also set these options from the ribbons of most editors in Analytics, such as the Chart Styles editor.
Procedure
  1. Click the Font tab.

  2. Enter the following field information. This table describes the options on the Font tab.

    Table Font Options

    Field Description

    Font

    Click this drop-down menu to select a font.

    Style

    Select the check boxes for the style attributes you want. You can select multiple attributes to apply to the font: Regular, Bold, Italic, Underline, Strikethrough, and All Caps.

    Size

    Click this drop-down menu to select the point size of the font.

    Color

    Click the color box to select a color for the font. Refer to ribbon.

    Preview

    Click this button to preview the font using the options you select.

    This button is not available on all Font tabs.

  3. Click OK to save your changes.

Select a color

You can select colors for many objects in Analytics, such as text labels and report backgrounds. When selecting colors from a tabbed window, the Color window displays. When selecting colors from a ribbon, the color menu is displayed. Both give you the same options, though they present them in slightly different ways.

This procedure explains how to select colors and define custom colors using both the color menu and Color window. The following shows the color menu on the left and the Color window on the right.
This figure shows the color menu and the Color window, and is described in the surrounding text.

Procedure
  1. To select a color using the menu, click the color you want. The color is applied to the object you are editing.

  2. To select a color using the window:

    1. Click the color you want.

    2. Click OK.

    The color is applied to the object you are editing.

  3. To define a custom color from the window:

    1. Click the Define Custom Colors button. The window expands to show custom color options.

    2. Click anywhere in the color palette or type the HSL (hue, saturation, lumination) or RGB (red, green, blue) components in the appropriate text boxes to define your custom color. The HSL color model defines the hue, saturation, and lumination of the color.

      • Hue—The hue is the pigment of the color and has a value between 0 to 359 degrees.
      • Saturation—The saturation is measured as a percent from 0 to 100 and specifies the vividness of a color
      • Lumination—Lumination is the amount of white in the color and is a value from 0 to 100 percent.

      The RGB color model defines the amount of red, green, and blue light the color contains. RGB values can be between 0 and 255. For example, when all components are set to 255, the color is white, and when all are set to 0, the color is black.

    3. Click the Add to Custom Colors button. The color is added to your custom colors.

    4. Click OK to apply the color you selected or created to the component you are defining

  4. To view additional standard colors or to create a custom color from the color menu, click More Colors.

    • To choose a standard color from the window, click the color you want and click the OK button to apply the color to the object you are editing.

    • To define a custom color, click the Custom tab.

      Custom colors are defined on the Custom tab in the same way they are defined on the Color window. See ribbon.

    • Click OK to apply the custom color to the object you are editing.

Creating Basic Reports

Creating Basic Reports

Oracle RightNow Analytics Cloud Service (Analytics) provides tools to create custom reports that include advanced features such as multiple output levels, linked reports, calculations, data exceptions, variables, computed fields, and custom scripts. These reports can take time to plan or may require input from several people. However, you can quickly create reports that fulfill most of your reporting needs.

This section provides an overview of planning and creating basic custom reports. For information about all the tools available to create and edit reports, refer to About custom reports

Planning reports

No matter how simple or complex a custom report is, there are certain guidelines to follow to help you create the report you want. Since each custom report you create can output different data and include different components, you may want to design your report before you start to create it. This helps determine what steps you need to take to create the report you want.

We recommend considering the following questions before you create your report.

Tip: Before creating a report, we recommend reviewing the reports already on your site to see if any of them are similar to the report you want. If so, you can copy the existing report and then edit the copy to meet your reporting needs.

To view descriptions of existing reports, you can generate a catalog of reports. Refer to Generate a catalog of reports. For information about finding and copying reports, refer to stylestext fieldsstandard reportsstyleschart stylescolor schemescustom reportsreport styleschart stylescolor schemestext fieldsstyleschart stylescolor schemestext fields. For information about viewing the contents of a report, refer to View a report definition.

Creating reports

Once you have an understanding of what your report should contain, you create it on the report designer. The procedures listed here demonstrate the basic steps that are required to create most reports. While the sample report might not be useful to your organization, knowing how to create a report such as this will help you create reports your organization needs.

In this sample report, you will see the number of unresolved and updated incidents in each incident queue. You will also be able to drill down on the information in the first level to open a second output level to view details about the incidents in each queue.

To create the report, you will follow a number of basic steps.

Open the report designer

The report designer gives you access to all the tools you need to create basic or more complex reports.

Procedure
  1. Do one of the following:

    • Click Analytics on the navigation pane, double-click Reports Explorer, and then click New Report on the ribbon.
    • If your navigation set is configured to add new reports from the file menu, click File and then select Report. Refer to Configuring workspaces and profiles.

  2. Select the type of report you want to build: Grid report, Standard report, or Standard report with Chart. Since the sample report will primarily be used internally by staff members to work with records, select Grid report.

    Note: Grid reports are most commonly used on the Service Console to list records that staff members can open for editing. The other report types are generally used to present summaries of data inside or outside of your organization. If you decide you want a different report type after you start creating a report, you can change it from the Report Layouts button on the ribbon’s Home tab.

    After selecting the report type, the report design center opens where you create your report. The report designer is shown in the following figure and the main areas of the design center are indicated.


    This figure shows the ribbon, design surface, and data dictionary on the report designer.

Add output columns

In this procedure, we will add two columns to the report’s first output level, displaying incident queues and the number of incidents in each queue.

Procedure
  1. Expand the All Tables tree on the data dictionary and then select Incidents.

  2. Select Queue (queue_id) on the right side of the data dictionary and drag it to the design surface. The field is added to the report as a column and is automatically named Queue, but you can right-click the column to change the name and customize other options.

  3. On the data dictionary, scroll down to the Functions tree and expand it.

  4. Select Aggregate Functions and then drag count(expr) onto the design surface. The Column Definition window opens where you select the field you want counted.

    This figure shows the Column Definition window. In addition to the Heading and Description text-entry fields, the window contains an Available Columns/Functions pane on the left, and an Expression pane on the right.

    We will edit the column’s expression to specify what records we want counted. In this example, we want to count the incidents in each queue.

  5. On the left side of the window, expand Current Dataset > Incidents.

  6. Scroll down to Incident ID (i_id) and drag it to the text between the parentheses on the right side of the window. After you do this, the column’s expression will be count(incidents.i_id).

    This image shows a column expression in the Column Definition window.

    We want to count the records using this field since it is a unique identifier for incidents as no two incidents share the same ID number.

  7. To change the name of the column you are adding, type the name you want in the Heading field. For our example, you can type Number of Incidents.

  8. Click OK to save the changes and add the column to the report. The new column automatically displays a count of all incidents in each incident queue.

    The first output level of the sample report now has two columns displaying incident queues and the number of incidents in each queue. For more information about adding output columns to reports and the types of columns you can add, refer to computed fieldcomputed fieldcomputed fieldscomputed field.

Add another output level

Now we will add a second output level to the report that you can drill down into to view details about the incidents in the queues.

For an overview of output levels, refer to drill down. Alternatively, if you already have a report that returns the information you want to see in the drill-down level, you can link the reports together instead of adding another output level. Refer to Linking reports
Procedure
  1. Click the Level tab on the ribbon and then click Add Drilldown.

    You can type a different name for the new output level in the Name field, add notes about the level in the Description field, and change other options that are described in drill down.

    As you review the options in the Drilldown Settings area of the window, notice that the drill-down filter is automatically set to incidents.queue_id. When you use the report and click a drill-down link on the first level of the report, the second output level knows to display only information related to the queue in the row you clicked. For more complex reports, the drill-down filter can be changed, but it is not necessary to do so here.

    The link you click when using the report is also automatically set to incidents.queue_id. However, for our sample report, we will make the incident count column the link we click to drill down.

    The Level Settings window opens, displaying information about the new output level.
    This figure shows the Level Settings window, which has three sections: General Settings, Drilldown Settings and Custom Scripts.

  2. Click the Link drop-down menu and select count(incidents.i_id).

  3. Click OK to save the new output level.

    You can now drag fields from the data dictionary onto the design surface to add columns to the second level of the report. Since this output level is intended to display details about the incidents, you could add fields from the incidents table such as Reference #, Subject, Assigned Account, and Date Created. You can also add fields from the contacts table to view information about the contacts who submitted the incidents. Refer to Add output columns.

    Tip: If you want to change the output level you are editing, click the Level drop-down menu at the top of the design surface and select the level you want.

Add a filter to the report

Next, we will add a fixed filter to return only unresolved and updated incidents in the report. Fixed filters prevent reports from querying more information than you need in the report. You could also add run-time selectable filters to the report to return only incidents created in a certain time period, assigned to particular staff accounts, or that match other criteria you specify. Unlike fixed filters, run-time selectable filters allow you to select the values you want when you run the report.

Procedure
  1. Click the Home tab on the ribbon and then click Add Filter. The Add Filter window opens.

  2. If you want to specify a name for the filter, type a name in the Name field. This name is used only on the report designer. If you do not specify a name, the filter’s database field is used instead.

  3. Clear the Make this Filter Selectable at Run Time check box.

    Note: If we were creating a run-time selectable filter, we would leave this check box selected and type a filter name in the Label this Filter field that staff members see when running the report. We could also select the Required check box for run-time selectable filters to force the report’s users to specify a filter value before they can run the report.

  4. In the Definition section, right-click in the Expression field and selectIncidents > Status status_id . This is the database field we are using to filter the report’s output by.

  5. Click the Operator drop-down menu and select In List.

  6. Choose the items you want to include in the search. When you use the In List operator, all items are selected by default. Clear the check box next to each item you do not want to include in the initial search or clear the Select All check box and select the check box next to each item you want to include. For our example, select Unresolved and Updated. The report will include only incidents with one of these statuses. Since the filter is selectable at run-time, you can change the search options when you run the report.

    To prevent menu options that are irrelevant to the report’s audience from being available in searches, click Customize and clear the check boxes next to the options you do not want to display.

  7. Click OK to save the filter.

Save the report

The final step in creating the report is to save it to a location where the report’s audience can access it. Once you save the report, your staff members can open it, assuming they have permission to do so.

Procedure
  1. Click the arrow next to Save on the Quick Access toolbar and select Save and Close. The Save As window opens where you specify the name of the report and where you want it saved.

  2. Select the Public Reports folder or a custom subfolder beneath it. Reports that are saved in the My Reports folder are accessible only by you.

    • To create a custom subfolder, right-click Public Reports, select New Folder, and type the name you want for the folder.

  3. Type the name for the report in the Name field. The name can be up to eighty characters long.

  4. Click OK to save the report and close the report designer.

Your staff members can now access the report from the Reports explorer or you can add the report to their navigation sets. You can edit the report whenever you want to add more columns, filters, or output levels. You can also add advanced functionality such as column calculations, variables, inline editing, and other options. If you want to show the information in the report to a wider audience, you can also change the report’s layout and add charts, text fields, and images.

If you encounter problems when you try to run a custom report, you can examine it using the report analyzer. This will help you determine the cause of the problem, such as the report querying tables that it does not need, or lacking filters to reduce the amount of data being read.

Custom Reports

About custom reports

Creating custom reports gives you the flexibility to output the information you need in the format you want.

Custom reports can be simple, pulling data from one table and returning data from the same table, or they can be complex, pulling data from several tables, filtering it, and returning tabular and chart information in multiple output levels or linked reports.

When creating a custom report, you can select the database fields you want, add calculations and functions to the fields, and create fixed and run-time selectable filters to find the exact records you want. You can also add charts and text to your report, and specify the display and data options used when your report is opened. This ensures the information presented in your report is clear and accessible to your audience.

Using the report designer

You create and edit custom reports from the report designer.

All the tools you need to create a report are available from one location. You can also access optional items, such as chart styles and color schemes you have configured in the other Oracle RightNow Analytics Cloud Service (Analytics) explorers, from the report designer to enhance your reports.

You can customize reports based on your organization’s needs using the report designer’s ribbon, data dictionary, and design surface components.

Open and configure the report designer

Use the report designer to create and edit custom reports.

In most cases, you will open the report designer from the Reports explorer. However, if you want to create a new report and your navigation set is configured to add reports from the file menu, you can click File and select Report.

Note: If your site has an Agent Browser User Interface associated with it, a message displays stating that not all Analytics features are supported by the interface. Click OK to continue.

Once you open the report design center, you can increase the amount of space on the design surface by hiding the data dictionary or elements on the design surface. When you need an item that is hidden, you can display it again.

Procedure
  1. Click Analytics on the navigation pane.

  2. Double-click Reports Explorer.

  3. To edit an existing custom report, right-click the report and select Edit. The report designer opens.

  4. To create a report, click the New Report button. A window opens where you select the report’s initial layout.

  5. Click the name of the layout you want to use for the report. The options are Grid Report, Standard Report, and Standard Report with Chart. When you select a layout, the report designer opens with the selected layout.

  6. To create a copy of a report from another interface by importing a report definition, click Import Existing Report Definition.

Import a report definition from an XML file

Using existing report definitions allows you to create duplicates of complex custom reports from other interfaces without manually re-creating the reports.

If you have multiple interfaces, you can use report definitions saved in XML files to create reports on other interfaces. If you have previously exported segments, you can also import these to create custom reports. Since reports are not shared between interfaces, you must export a report from one interface and import it into another to have the same report available in multiple interfaces.

Note: When you import a report definition to create a report on a different Oracle Service Cloud site, items in the report definition that do not exist in the database where you import the report, such as custom fields, will display in the new report but will not display data. You must edit the new report to modify or delete items that do not correspond to existing fields in the database.

When you import a report, the permissions from the imported report are not changed. However, the owner of the report is changed to the staff member who imports the report.

Procedure
  1. Click the New Report button on the Report explorer’s ribbon to select the report layout.

  2. Click Import Existing Report Definition.

  3. Select the XML file containing the report definition.

  4. Click Open.

    The imported report opens on the report designer where you can modify it.

    If you import a report that includes custom object record commands into a site that has custom objects with different names or ID numbers, a window opens where you can match the custom objects referred to in the imported report to the custom objects on the site.

  5. Save the new report.

About the report designer views

There are four different ways to view a report as you edit it in the report designer.

Each view presents your report in a different way and gives you access to different tabs on the ribbon.

  • Report View—This view shows you the report just as your staff members will see it when they open it. The report presents real data and is particularly useful when you want to preview a report you are editing. This view does not let you add column calculations, adjust column formatting options, or use action links.

  • Layout View—This view is similar to the report view and is also useful for previewing reports. However, unlike the report view, this view lets you select individual columns in the report and apply formatting options to the columns. For example, if you want to add conditional formatting to a column to highlight data that meets certain criteria in the column, you could select the layout view, select the column, and configure conditional formatting for the column.

Note: When you select the report or layout view, a message appears if your report queries too much data. While you can save the report, we recommend that you add fixed filters or reduce the number of tables in the report to ensure that the report runs efficiently. In addition, any custom scripts added to the report are checked for PHP errors when you select these views. If any problems are found, a message displays providing information about the error. The report can be saved, but the custom script will be disabled when users run the report. Refer to Create a custom script.
  • Design View—This is the default view when you open the report designer. This view gives you access to the tools you need to create and edit your report on the design surface.

  • Data Set View—This view shows your report in a textual design space. You can add columns, filters, and variables using this view, just as you can when using the design view, but you cannot add graphic elements, such as charts, images, or text fields. The data set view is particularly helpful if you want to view text descriptions of your report’s contents, and access different report components to edit them. In addition, you can define the filter label that displays in the Quick Search by selecting the filter you want to display and moving it to the top of the list.

Select report views

When you open the report designer, you can choose to use one of four views to look at your report.

Procedure
  1. Edit a report. By default, the report opens in the design view.

  2. Click the arrow on the Views button on the ribbon’s Home tab and select the view you want. The report display is updated to use the view you select.

Report designer components

The majority of the tasks you perform when creating or editing a custom report are done through the ribbon, design surface, and data dictionary components of the report designer.

These components provide access to the data, report sections, parameters, and other items you use to create and edit custom reports.

The following figure shows the report designer’s main components and includes the grid, rulers, rule lines, field outlines, and section headers design tools you can enable from the ribbon’s Display tab.


This figure shows the ribbon, design surface, and data dictionary on the report designer.

Report designer ribbon

The report designer’s ribbon includes eight tabs from which you can access options to create or edit a report.

The tabs on the ribbon change depending on which view you use and what is selected on the design surface. When editing a report using the design view, you can select the Home, Display, Insert, Level, and Page Setup tabs to add filters and report levels, insert charts, and modify the report’s display. The Design, Format, and Options tabs are displayed when you select objects on the report, giving you options to edit the selected object. The data set view gives you similar options, though the Insert tab is not available. Fewer tabs are available when using the report and layout views.

Tip: You can minimize the ribbon when editing a report by double-clicking the active tab. Click the tab to temporarily display the buttons on the tab or double-click the tab again to maximize the ribbon.

Each tab on the ribbon has one or more groups containing buttons you can use to modify the report or items on the report. Some groups have buttons to the right of their names that you can click to open a window. For example, the Page Setup tab has groups for Print, Background, and Display options, and you can click the Background group’s button to open the Display Options window.


This figure shows group buttons you can click to open windows associated with that group.

Windows give you access to the same features you can access from the ribbon, though the windows group the options differently, and sometimes contain additional options not available from the ribbon.

When explaining features that can be accessed from a window or the ribbon, we describe the feature using the window, but keep in mind that the ribbon’s buttons provide shortcuts to most of the same features available on windows.

Home tab

The report designer’s Home tab gives you access to options that impact the entire report.

From the Home tab, you can select report layouts, view or export a definition of the report, schedule the report to be sent out in an email, adjust permissions, view an audit log, and enable inline editing for the report. You can also sort the data in the report or view it differently using rollups or slicing. Buttons on the tab’s Data Set group give you access to the report’s tables, filters, variables, and columns.

The groups and buttons on the Home tab are described in the following table.

Table Home Tab

Group/Button Description
Views This button lets you choose whether to view the report using the report, layout, design, or data set view. Refer to About the report designer views.
Layouts The buttons in this group let you select a style and layout for the report.
Report Layouts Click this button to load a predefined report layout. The available layouts are Grid Report, Standard Report, Chart, and Standard Report with Chart. When you select a layout, the report sections needed for the type of report you select are automatically displayed. Refer to Apply a layout to a dashboard or Apply a layout to an output level.
Tabular Click this button to edit the report in a tabular layout. This is the default layout used when creating a report. Refer to inline.
Record Click this button to edit the report in a record layout. Refer to inline.
Properties The buttons in this group let you modify properties that apply to the entire report.
Options Click this button to select how the time zone used in the report is determined, who the owner of the report is, set Auto Refresh and other options, and add notes to the report. Refer to Change report properties.
Definition Click this button and select View to view the report definition, showing descriptions of the report’s tables, columns, filters, and other information describing the report’s structure. Refer to View a report definition.

Click this button and select Export to export the definition to a file which you can import into another interface to copy the report. Refer to interfaces.

Records Click this button to select the record commands buttons you want to display on the report’s Home tab. Refer to record type.
Scheduling Click this button to schedule the report to be sent to other individuals. Refer to data exceptions.

This button appears only when scheduled reports are enabled. For information about enabling scheduled reports, contact your Oracle account manager.

Permissions Click this button to define which profiles should have access to run and edit the report. Refer to Specify report permissions.
Audit Log Click this button to open the audit log for the report, which shows you when the report was created, edited, run, and published, and which staff members performed these actions. Refer to published.
References Click this button to access pre-defined reports that show you the workspaces, navigation sets, dashboards, and report links that use the report you are editing. Viewing these items before editing a report ensures that you are aware of other items that might be impacted by changes you make. If you decide the impact would be too great, you can create a copy of the report and edit the copy instead.

If you have the Analytics Administrator profile permission, you can access versions of these reports that include search options in the Report Management component. Refer to Management Reports.

Inline Editing Click this button to select options for inline editing, which allows staff members to edit data directly from a report. Refer to Enable inline editing.

This button does not display if the staff member’s profile lacks inline editing permission.

Analyze The buttons in this group let you sort the data shown on the report and apply rollups and slicing to the data.
Sort Click this button to open the Sort window and select which output columns to sort by and the sort method. Refer to Changing sort options.
Rollups Click this button to select rollup options and open the Rollups window. Refer to Define rollups.
Slice Click this button to slice the data in the report. Slicing lets you group tabular data that shares common values in fields included in the report. Refer to Slicing report data.
Data Dictionary Click this button to hide or display the data dictionary at the bottom of the report designer. You can select fields from the database to use in the report from the data dictionary. Refer to Data dictionary.
Data Set The buttons in this group let you add or edit columns, tables, filters, variables, and edit comparison date offsets.
Tables Click this button to view the tables used in the report, change the joins used between the tables, add and delete tables from the report, and add join filters. Refer to innerouter.
Filters Click this button to view, add, edit, or delete report filters. Refer to Create a fixed or run-time selectable report filter.
Variables Click this button to view, add, edit, or delete variables. Refer to Variables.
Analyze Click this button to preview the report’s database query. Refer to Reviewing report performance.
Add Filter Click this button to add a report filter. Refer to Create a fixed or run-time selectable report filter.
Add Variable Click this button to add a variable to the report. Refer to Variables.
Comparison Click this button to add comparison date offsets for comparison columns. Refer to computed field.
Add Column Click this button to add a column to the report. Refer to Add an output column to a report.

You can also add columns by dragging them from the data dictionary onto the design surface.

Display tab

The Display tab on the report design center ribbon provides several ways to view a report.

The Display tab is similar to the Display tab available when viewing a report. Each gives you options to apply report styles, add report sections, page the report, fix column headers, and display data using cross tabs. The report designer’s Display tab also includes a Show/Hide group that lets you add rulers, lines, and headings to help you identify sections and fields shown on the design surface.

For descriptions of the buttons on the tab’s Format, Sections, and Options groups, refer to Display tab options when viewing reports. The options on the Display tab’s Show/Hide group are described in the following table.

Table Display Tab Show/Hide Group

Button Description
Show Rulers Click this button to display horizontal and vertical rulers when designing the report to provide a perspective on the report’s size.
Show Rule Lines Click this button to display horizontal lines separating the report sections displayed on the design surface.
Show Field Outlines Click this button to display borders around the fields you add to the report.
Show Section Headers Click this button to display a heading above each report section.
Show Grid Click this button to display a grid in the report’s header and footer sections to help you align items you add to the sections. You can also select the grid size you want to use.
Insert tab

The Insert tab allows you to add columns, charts, and data exceptions to your report.

You can also add standard text fields or custom text fields created from the Text Fields explorer and images added in the Images explorer. Refer to custom reportsdashboards and Images explorer.

The groups and buttons on the Insert tab are described in the following table.

Table Insert Tab

Group/Button Description
Column Click this button to open the Column Definition window to add a column to the report. Refer to Add an output column to a report.

You can also add columns by dragging them from the data dictionary onto the design surface.

Text Click this button to insert a text field into a report section that accepts text fields. Refer to Add a text field to a header or footer.
Image Click this button to add an image to your report. Refer to Add an image to a report section.
Chart The buttons in this group let you select a chart to add to the Charts section of your report. You can select different chart types and subtypes. Refer to Adding and editing charts.

Exception

Click this button to add data exceptions to the report. Refer to Create a data exception.
Level tab

The report designer’s Level tab gives you access to options you can apply to report levels.

You can also create reports with drill-down levels from this tab. If your report already has multiple output levels, you can select the level you want to edit from the Level drop-down menu located on the design surface.

You can apply level filters and group filters from this tab and add custom scripts to the report level you are viewing. You can also click Edit to add output descriptions to the report level.

The groups and buttons on the Level tab are described in the following table.

Table Level Tab

Group/Button Description
Current Level The buttons in this group let you edit the report level that is currently selected on the Level drop-down menu at the top of the design surface. You can also delete the selected level, or add custom scripts or drill-down levels to the level.
Edit Click this button to open the Level Settings window where you can configure all level options for the selected level. Refer to drill down.
Delete Click this button to delete the selected level. This option is not available for the top level of a report.

When you delete a level, all the columns and other items added to the level are also deleted.

Add Drilldown Click this button to add a drill-down level to the selected level. Refer to drill down.
Custom Scripts Click this button to add a custom script to the selected level. Refer to Create a custom script.
Drilldown Settings The options in this group let you select the drill-down filter and link for the level. Refer to drill down.
Drilldown Filter Click this drop-down menu to select the output column or columns to use as the filter for the new level. The drill-down filter determines the data set displayed in the drill-down level.
Drilldown Link Click this drop-down menu to select the output column you click to open the drill-down level. You can also select Entire Row to open the drill-down level by clicking anywhere on a row in the parent output level.

If you want to drill down into another report level instead of opening a specific record when a value from the record is double-clicked on a report, select Entire Row as the drill-down link. When configuring record commands for the report, select None from the Default Record drop-down menu. Refer to record type.

Open in Window Click this drop-down menu to specify how you want to open the drill-down output level. To replace the current output level, select None. To open the output level in a new window, select the location on the screen where you want the window to open by default. You can choose Top, Bottom, Left, or Right.
Grouping The buttons in this group let you configure result grouping for the drill-down level.
Group Results Select this check box to group data on the selected level. Refer to Enable grouping in an output level.
Change Group Order Click this button to change the order of the grouped output columns. Refer to Changing group ordering.
Parameters The buttons in this group let you manage level and group filters, and add record limits to the selected level.
Level Filters Click this button to view, add, edit, or delete level filters. Refer to Create a level filter.
Group Filters Click this button to view, add, edit, or delete group filters. Refer to Create a group filter.
Add Level Filter Click this button to add a level filter. Refer to Create a level filter.
Add Group Filter Click this button to add a group filter. Refer to Create a group filter.
Record Limit Click this button to limit the number of records that can be returned on the selected level. Refer to Set record row limits and page breaks.
Page Setup tab

The options on the Page Setup tab let you configure printing options for the report. You can also change the report’s background, margins, and width.

The groups and buttons on the Page Setup tab are described in the following table.

Table Page Setup Tab

Group/Button Description
Print The buttons in this group let you configure the report for printing and add the Page Header and Page Footer sections. Refer to Print a report.

This button group displays only if your profile includes the Print/Export/Forward Reports permission. Refer to About Staff Management.

Print Margin Click this button to select the size of the margins used when printing the report. The available options are Normal, Narrow, Medium, and Wide.
Size Click this button to select the size of the paper used when printing the report. The available options are Letter, Legal, Executive, A3, A4, and A5.
Portrait/Landscape Click these buttons to print the report in portrait or landscape mode.
Page Header/Page Footer Select these check boxes to include a page header and page footer when printing the report.
Print to Fit Select this check box to scale the report to your printer’s default page width and send the report to the printer.
Background The buttons in this group let you add a background color to the report. You can select the background color and add a gradient color to blend into the primary color. You can also choose how intense the colors should be with the Transparency setting.
Display The buttons in this group let you add margins to the report and set the report’s width.
Margin Click this button to select the width of the margins around the report. The available options are None, Narrow, Medium, Wide, and Custom. Selecting Custom lets you specify the number of pixels for the top, bottom, left, and right margins.
Width Click this button to select the width of the entire report. The available options are Best Fit and Fit to Window.

When using Best Fit, all content in the report is examined to calculate column width before the report displays. To reduce the report load time, select the Improve Display Performance data display option. Refer to Change data display options.

Design tab

Use the Design tab to configure and add columns and data types to your custom report.

The report designer’s Design tab is available when you click a column, text field, exception, or chart. The Design tab also displays when you select a filter, variable, or table when using the data set view.

Note: The Design tab is renamed to Text Field when a text field is selected.

Different buttons are shown on the tab depending on the item you select. For example, when working with a column, buttons are available to add calculations, configure data rollups, and add comparison values. When working with text fields, you can change fonts, margins, and borders.

The groups and buttons on the Design tab are described in the following tables, with the options for columns, text fields, data exceptions, charts, tables, and filters or variables described in separate tables.

Note: The groups and buttons available on the Design tab depend on the type of object you select. In addition, when editing a column, the options on the tab depend on the type of data the column returns.

The groups and buttons available on the Design tab when editing a column are described in the following table.

Table Design Tab Column Options

Group/Button Description
Edit Click this button to open the Column Definition window, from which you can edit the column’s definition. Refer to Change trend options.
Arrange The buttons in this group let you hide, remove, and order the position of the selected column.
Hide Click this button to hide the selected column.

To show hidden columns, right-click the header for a visible column, select Insert Hidden Column, and select the column you want to show. The column will be displayed in the column’s default location.

Move Left/Move Right Click these buttons to move the selected column one column to the left or right.
Delete Click this button to remove the selected item from the report.
Insert Before/Insert After Click these buttons to open the Column Definition window, from which you can create a new column inserted before or after the selected column.
Sort Click this button and select Sort Ascending or Sort Descending to sort the data in the report by the values in the selected column. Refer to Changing sort options.

Columns with a text area data type cannot be sorted.

Calculations The buttons in this group let you add calculations to the selected column. You can hover over each button to view a description of the calculation. You can also choose to show multiple calculations on a single row or on separate rows. Refer to Add calculations to a column.
Calculation buttons Click the button for the calculation that you want to add to the selected column.
Options Click this button and select Display Calculations on Single Row to show all the selected calculations on one row beneath the column. Select Display Calculations on Separate Rows to show each calculation on a separate row below the column.
Report Linking Click this button to add, edit, and remove links to other reports. You can add conditional or unconditional links to columns. Refer to Linking reports.
Rollup The buttons in this group let you group the information in the report by the selected column. You can also change the ordering if your report has multiple rolled-up columns. Refer to Define rollups.
Rollup Click this button to roll up the report’s data by the selected column. Click the button again to remove the rollup.
Move Up/Move Down If your report’s data is rolled up by more than one column, click these buttons to move the selected column up or down one rollup level.
Options Click this button to select rollup options. The available options are Display Group Counts, Display Rollup Headings, Display Column Headings, and Repeat Column Headings.
Insert Column Click this button in the Computed group to add a computed column to the report. The types of computed columns available depend on the values in the selected column. You can also add computed columns from the data dictionary. Refer to Computed fields for information about computed columns.
Trend Options The buttons in this group let you edit trend options for the selected trend column. Refer to Change trend options.
Perform Forecast Select this check box to enable forecasting in the trend value column.
Forecast Units Enter the number of time units to forecast forward. For example, if the trended column groups data by week, trending forward three units displays data trended three weeks in the future.
% Change The buttons in this group let you edit comparison percentage and trend percentage column options for the selected comparison percentage or trend percentage column. Refer to computed field and computed field.
Comparison Direction Click this button and select how the percentage value shown in the comparison or trend percentage column should be derived. The value can be derived from the difference between the value in the original column being compared/trended versus the value in the comparison or trend column. The value can also be derived from the difference between the value in the comparison or trend column versus the value in the original column being compared/trended.
Show Icon Select this check box to display icons next to the percentage values returned in the column. The icons indicate whether there is a positive change, negative change, or no change.
Icon Colors Click this button to change the colors used for the icons to indicate a positive change, negative change, or no change.

The groups and buttons available on the tab when editing a text field are described in the following table.

Table Text Field Tab Options

Group/Button Description

Edit

Click this button to open the Edit Text Field window, from which you can edit the selected text field. Refer to custom reportsdashboards.
Arrange The buttons in this group let you position the selected text field on the design surface.
Anchor Click this button to define an anchor style for the text field. Anchor styles determine how a text field moves in relation to the borders of the report section. Refer to Select an anchor style for a text field.
Bring to Front/Send to Back Click these buttons to place the selected item on top of or beneath overlapping items.
Size to Fit Click this button to automatically shrink or expand the element containing the text field to fit the selected item.

Manually resizing the selected element disables this option.

Font The buttons in this group let you change the selected text field’s font style, size, and color. You can also select font attributes, such as bold and italic, and change the text’s alignment within the text field. In addition, you can add a background color for the text field.
Margin Click this button to select the width of the margins around the item. The available options are None, Narrow, Medium, Wide, and Custom. Selecting Custom lets you specify the number of pixels for the top, bottom, left, and right margins.
Border The buttons in this group let you add borders to the text field and change the borders’ display options. You can identify which borders you want and choose the borders’ color, size, and style.

The groups and buttons available on the Design tab when editing a data exception are described in the following table.

Table Design Tab Data Exception Options

Group/Button Description

Edit

Click this button to open the Exception Editor, from which you can edit the selected data exception. Refer to Create a data exception.
Display Reference The drop-down menu in this group lets you select the field you want to highlight to indicate which rows meet the selected data exception.
Arrange The buttons in this group let you add, remove, and position the selected data exception.
Add Click this button to add a new data exception. Refer to Create a data exception.
Delete Click this button to remove the selected exception from the report.
Move Up/Move Down Click these buttons to move the selected exception up or down in the list of exceptions. Refer to Order data exceptions.
Insert Before/ Insert After Click these buttons to add a new data exception before or after the selected exception. Refer to Order data exceptions.
Tabular Display The options in this group let you configure the tabular display for the selected data exception. Refer to Create a data exception.
Show Notifications Click this button to show the selected exception at the bottom of the report’s tabular data.
Show Criteria Select this check box to display the exception criteria. For example, if the data exception marks opportunities that are still active, the criteria would display opportunities.status_id = Active.
% Meeting Criteria Select this check box to show the percentage of data in the report that meets the specified exception criteria. This information displays at the bottom of the report in the Data Exceptions report section.
% Not Meeting Criteria Select this check box to show the percentage of data in the report that does not meet the specified exception criteria. This information displays at the bottom of the report in the Data Exceptions report section.
Graphical Display The options in this group let you configure the graphical display for the selected data exception. Refer to Order data exceptions.
Show Notifications Click this button to show the selected exception in charts shown on the same report output level as the data exception.
Show Criteria Select this check box to display the exception criteria in the chart. For example, if the data exception marks opportunities that are still active, the criteria would display opportunities.status_id = Active.
% Meeting Criteria

Select these check boxes to display data on the chart showing the percentage of data that meets or that does not meet the specified exception criteria.

% Not Meeting Criteria
Color Click this button to select a color to use for the indicator on the chart that shows the amount of data meeting the exception criteria.

The groups and buttons available on the Design tab when editing a chart are described in the following table.

Table Design Tab Chart Options

Group/Button Description

Define Data Source

Click this button to open the Chart Wizard where you can select data options for your chart. Refer to Add or edit a chart with the Chart Wizard.
Arrange The buttons in this group let you position the selected chart on the design surface and remove it from the report.
Delete Click this button to remove the selected chart from the report.
Bring to Front/Send to Back Click these buttons to place the selected chart on top of or beneath overlapping charts.
Type Click this button to change the type and subtype of the selected report. If the data options in the new chart type differ from those in the old chart type, the Chart Wizard opens, allowing you to select new data options. Add or edit a chart with the Chart Wizard for descriptions of the available chart types.
Chart Style Click this button to select a chart style for the selected chart. Refer to ribbon.
Labels Click in the text fields in this group to type text for the chart’s title, category, and value labels.
3D Settings Click the buttons in this group to specify angle and depth settings for a three-dimensional chart. Refer to ribbon.

The buttons in this group are active only if a three-dimensional chart is selected.

Settings Click the buttons in this group to modify settings specific to charts that include bars, lines, or gauges. Refer to ribbon.

The buttons in this group are active only if a chart with bar, line, or gauge properties is selected.

Colors Click the button in this group to select a color scheme for the chart. Refer to ribbon.

The buttons available on the Design tab when editing a table from the data set view are described in the following table.

Table Design Tab Table Options

Group/Button Description

Tables

Click this button to open the Data Set window, where you can edit the tables used in the report. Refer to innerouter.
Outer Join

Click these buttons to join the selected table with the parent table using an outer or an inner join. Refer to innerouter.

Inner Join
Join Condition Menu Select the fields used to link the selected table with the parent table from this drop-down menu.

The groups and buttons available on the Design tab when editing a filter or variable from the data set view are described in the following table.

Table Design Tab Filters and Variables Options

Group/Button Description

Edit

The buttons in this group let you modify filter properties and the logical expression combining filters.
Edit Click this button to open the Edit Filter window, from which you can edit the filter’s properties. Refer to run-time selectable filtersdocked filtersdashboardinner join.
Logical Expression Click this button to open the Edit Logical Expression window, where you can modify the logical expression combining the report filters, level filters, or group filters. The type of filter you select determines which logical expression you can edit. Refer to Edit a logical expression.
Arrange The buttons in this group let you add, remove, and order filters and variables.
Add Click this button to open the Add Filter or Add Variable window to add a new filter or variable. Refer to run-time selectable filtersdocked filtersdashboardinner join and Add report variables.

The type of filter you select determines whether you add a report, level, or group filter.

Delete Click this button to remove the selected item from the report.
Move Up/Move Down Click these buttons to move the selected run-time selectable filter or variable up or down in the list of filters or variables on the data set view.

Moving filters and variables can help you organize them for easier management when using the data set view. However, their positions do not change their placement on the Search window or the filters’ logical expression.

Insert Before/ Insert After Click these buttons to open the Add Filter window to add a new filter or variable before or after the selected filter or variable.
Filter/Variable Options The check boxes in this group let you modify options for the selected filter or variable.
Display in Docked Filters Select this check box to display the selected variable or run-time selectable filter on the docked filters section of the report. Refer to Add variables or run-time filters to an output level's docked filters.
Display in Search Criteria Select this check box to include descriptions of the selected variable or filter in the search criteria description. Refer to Search criteria descriptions.
Run-Time Selectable Select this check box to make the selected filter available on the Search window when the report is run. Refer to Create a fixed or run-time selectable report filter.
Required Select this check box to make the selected run-time selectable filter required. Staff members must specify values for required filters when they run the report.
Layout tab

The report designer’s Layout tab is available when you click a chart.

The buttons on this tab let you apply chart style options to individual charts in your report. This allows you to create a custom look for a chart without creating or modifying a chart style. This tab is identical to the Layout tab on the Chart Styles designer. Refer to ribbon for information about options available on this tab.

Format tab

The report designer Format tab provides access to general display options, such as fonts, margins, borders, and width.

The report designer’s Format tab is available when you click a column, data exception, or chart. Some buttons on the tab vary depending on the type of item you select. For example, when working with a column, you can apply conditional formatting to flag data in the column that meets certain criteria.

The groups and buttons on the Format tab are described in the following table.

Table Format Tab

Group/Button Description
Font The buttons in this group let you change the font style, size, and color. You can also select font attributes, such as bold and italic, and change the text’s alignment. In addition, you can also add a background color.

This group does not display when editing a chart.

Margin Click this button to select the width of the margins around the selected column. The available options are None, Narrow, Medium, Wide, and Custom. Selecting Custom lets you specify the number of pixels for the top, bottom, left, and right margins.

This button displays when editing a column.

Border The buttons in this group let you add borders to the column and change the borders’ display options. You can identify which borders you want and choose the borders’ color, size, and style.

This group does not display when editing a chart.

Display The buttons in this group let you apply conditional formatting to the column, change the column’s width, freeze the column, and hide repeating values in the column. You can also select other display options for the column.

This group displays when editing a column.

Conditional Formatting Click this button to apply conditional formatting to the column’s data. Refer to Editing column format options.
Width Click this button to select a width for the column. Select Best Fit to automatically set the width based on the amount of space needed to display the column’s contents. Best Fit also takes into account the width needed by other columns in the report. Select Percentage to specify a percentage of the total report width for the column.
Freeze Column Click this button to fix the selected column in place so it does not move when you horizontally scroll the report. This can be helpful if you want to continue to view the first column in the report while scrolling the report to see the columns on the right of the report.

When you fix a column, all columns to the left of the column are also fixed. You can still scroll the columns to the right of the fixed column.

Hide Repeating Click this button to hide consecutive repeating values in the column. For example, if the name of a staff member is shown in the column in five consecutive rows, you can hide repeating values to show the name in only the first column.

You can also hide repeating values from the Column Format window, described in Editing column format options. This window has an option to exclude hidden repeating values from consideration in column calculations and column auto-filter options. When you hide repeating values from the ribbon, they are still included in column calculations and auto-filtering.

Options Click this button to select display options for the column. Refer to Editing column format options.
Number The options in this group let you display numeric values as a gauge and select numeric formats. Refer to Editing column format options.

This group displays when selecting a column containing numeric values.

Date The options in this group let you select a date format for the column and view the format. Refer to Editing column format options.

This group displays when selecting a column containing date/time data.

Image The options in this group let you configure the image used to indicate columns that meet data exception criteria. These options are also available when creating data exceptions. Refer to Create a data exception.

This group displays when editing a data exception.

Current Selection The options in this group let you select the area of the chart you want to edit and reset the style options.

This group displays when editing a chart.

Area Menu Select the area of the chart you want to edit from this drop-down menu. You can also select the area by clicking it on the chart on the design surface.
Reset to Match Style Click this button to reset customized display and formatting of the selected chart area to match the default settings specified in the chart style that is applied to the chart.
Format The buttons in this group let you select border, background, and font characteristics for the selected chart area. These same options are available when creating chart styles. Refer to ribbon.

This group displays when editing a chart.

Options tab

Use the report designer's Options tab to change how your custom report looks.

The Options tab is available when you click a report section, column, table, or other item. The tab displays options appropriate for the report item you have selected. The type of item you select is displayed above the Options tab. For example, after selecting a report section you could edit the section’s margins, borders, fill colors, and layout options from the tab.

The groups and buttons on the Options tab are described in the following table.

Table Options Tab

Group/Button Description
Margin Click this button to select the width of the margins around the item. The available options are None, Narrow, Medium, Wide, and Custom. Selecting Custom lets you specify the number of pixels for the top, bottom, left, and right margins.
Border The buttons in this group let you add borders to the selected item and change the borders’ display options. You can identify which borders you want and choose the borders’ color, size, and style.
Fill The buttons in this group let you add a background color to the selected item. You can select the background color and add a gradient color to blend into the primary color. You can also choose how intense the colors should be with the Transparency setting.
Layout The buttons in this group let you define how the content of the selected report section should be arranged and how the height of the section should be managed. Refer to Edit section styles.

This group is not shown when a column is selected.

Manual Click this button to manually size the report section and manually position text fields and images you add to the section. When a section is configured with manual layout, you control the placement of items on the section and the section’s height.
Automatic Click this button to automatically size the report section and automatically position text fields and images you add to the section. When a section is configured with automatic layout, you do not need to specify the placement of items on the section or the section’s height.
Layouts Click the down arrow on this button to select a layout for the chart section. Refer to Add charts using chart layouts.

This button is shown when a chart is selected on the report.

Auto Height If Automatic layout is selected, you can click this button to prevent the height of the section from being automatically set.
Table Layout If Automatic layout is selected, you can click this button to configure the layout of the table that underlies each report section. For example, you can specify that all columns in the table have the same width, giving any images or text fields in those columns the same amount of horizontal space. Refer to Change a report section table layout options.
Add Text Field Click this button to add a new text field to the report.

This button is shown when a text field, image, or report section is selected on the report.

Add Chart Click this button to add a new chart to the report.

This button is shown when a chart is selected on the report.

Add Column Click this button to add a new output column to the report.

This button is shown when a column is selected on the report.

Report design surface

The design surface displays all of the sections you add to your custom report from the report designer ribbon.

Only report sections displayed on the design surface are included in a report when it runs. Once you add a section to the design surface, you can add, edit, and remove content in the section or modify the display of the section itself. For example, you can drag database fields to the data area, insert charts into the Charts section, and edit the report’s title in the report header. When working on the report designer, you can add rulers, lines, and headings to help you identify sections and fields shown on the design surface. These options are accessed from the Show/Hide group on the ribbon’s Display tab.

Data dictionary

You can use the data dictionary to access all the tables in the database and view details about each tables’ columns.

The data dictionary is shown on the report designer when you use the design or data set views, and lists the standard tables and fields from the database that can be used in custom reports. Functions, variables, computed fields, and tables created for custom objects can also be selected from the data dictionary. Any item listed in the data dictionary can be dragged to the Data Area section to add the field as an output column, dragged to Docked Filters to create a filter based off the field, or dragged to the Data Exceptions section to create an exception based on the field.

You can view detailed information about the tables and fields shown in the data dictionary and customize the data dictionary to show only the fields and tables you regularly use. You can also reposition the data dictionary if you want a different location for it.

Viewing table and field information

Before you add database fields to a report from the data dictionary, you may need to view information about the field’s contents.

You can view brief descriptions of tables and fields in the data dictionary by hovering over their names, and you can view more detailed information by right-clicking tables or fields and selecting View Data Definition.

If you want to view the entire data dictionary that describes all the standard tables and fields in the database, you can right-click any table name and select View Full Data Dictionary. The data dictionary opens in a separate window. You can also open the full data dictionary from Configuration > Database > Data Dictionary.

Customize the data dictionary

You can hide available tables and fields in the data dictionary that you do not use in your reports.

This is helpful if you use only certain tables and fields in your reports and want to simplify the data dictionary to make it easier to select the tables and fields you use.

Note: Tables and fields created for custom objects can be viewed only in the All Tables list in the report designer’s data dictionary. This prevents customizing the data dictionary to display only custom object tables. Refer to Custom Objects: Overview.
Procedure
  1. Click Customize at the top of the data dictionary to open the Customize Data Dictionary window.

  2. Expand the modules, tables, and fields that you want to see.

  3. Clear the check boxes for those tables, fields, or modules, such as Feedback or Sales, that you do not want to see in the data dictionary.

  4. To group the database tables by the module they are most frequently used with, select the Show Modules check box.

  5. To sort the lists of tables displayed in the data dictionary by their database names instead of the tables’ aliases, select the Sort by System Name check box.

  6. Click OK to save your customizations to the data dictionary.

Move the data dictionary

By default, the data dictionary is located at the bottom of the report or dashboard design center, but you can reposition it on the content pane.

The following procedure is the same as that used to move the report explorer on the dashboard design center.
Procedure
  1. Click the data dictionary’s title bar and drag it. When you drag the data dictionary, positioning images appear. Hovering over the various images highlights portions of the report designer.

  2. Drop the data dictionary once the section where you want it is highlighted.

The design center is updated to show the data dictionary in the new location.

Since the location of the data dictionary is stored in your personal settings, it remains where you placed it until you move it again.

Report elements

Every report consists of items added to the report and configured using the ribbon, design surface, and data dictionary.

Reports can have one or more output levels that contain report sections, and each section can contain text fields, images, charts, and output columns. The data shown in charts and output columns in each output level is impacted by the filters, variables, and comparison date offsets you add to the report.

Output levels

Each custom report has at least one output level, and each output level contains one or more report sections and can have unique filters, variables, and comparison date offsets. If your report has drill-down levels, a separate output level is added for each drill-down level. Refer to Drilling down in reports and drill down.

The output level you are currently viewing on the design surface is shown in the Level drop-down menu at the top of the design surface. If your report has multiple output levels, you select the level you want to view from the drop-down menu.

Output columns

The output columns you add to the report levels’ data sections determine the information your staff members can see about the records returned in the report. There are different types of output columns, including database fields, functions, and computed fields. You can apply formatting to the columns in your report and also add calculations to tally data shown in each column. Columns can be added from the Column Definition window or by dragging fields from the data dictionary. Refer to computed fieldcomputed fieldcomputed fieldscomputed field.

Charts

Charts offer a graphical display of the data returned in your report. You can add multiple charts to the charts report section in each output level. Different types of charts are available so you can present the data in different ways, and you can modify the display for each chart, selecting different colors, fonts, scales, and other attributes. Refer to Adding and editing charts.

Text fields and images

You can add text fields and images to your report to enhance the report’s appearance and to clarify the report’s purpose. Refer to Add an image to a report section.

Data exceptions

Data exceptions let you highlight data displayed in charts and output columns that meet certain requirements. Each output level can have multiple exceptions to highlight data for different reasons. For example, in an incidents report, you could display unresolved incidents in red text and overdue incidents in bold text. The exceptions’ criteria and percentage of data meeting or not meeting the exceptions can be shown in the report level’s charts and exceptions report section. Refer to Create a data exception.

Tip: If you want to highlight data in a single column, you can apply conditional formatting to the column instead of using data exceptions. Refer to Editing column format options.

Report sections

Report sections store the content you add to the output level, such as docked filters, headers, footers, descriptions, charts, tabular data, and data exceptions. See data exceptions.

Search parameters

You can add search parameters to your report to define the data shown in the report’s columns, charts, and exceptions. See Search parameters.
Report sections

Report sections store the content you add to the output level, such as docked filters, headers, footers, descriptions, charts, tabular data, and data exceptions.

Some sections are designed to contain text fields, such as the report’s title, and others are designed to display non-tabular data, such as charts. The sections you should include in each output level are primarily determined by the report’s audience and the output level’s purpose. For example, a custom report that only you will use may not need a report header, report footer, or similar report sections that clarify the report’s purpose and make it more presentable. However, these report sections are useful if the report will be sent to other staff members. If a section is added to the design surface, but has no content, the section does not display when the report is run.

Note: When creating a report, you can select a layout to have the appropriate report sections automatically included in the report. Refer to inline.

The sections you can add to your output levels are described in the following table, along with the type of contents each section can contain.

Table Report Sections

Report Section Description
Docked Filters This section is used to display run-time selectable filters at the top of the report for easy changes to the report’s search parameters. Refer to Add variables or run-time filters to an output level's docked filters.

This section can be added to or removed from the design surface using the Docked Filters check box on the ribbon’s Display tab.

Page Header This report section is displayed only on printed reports. By default, this section contains the Current Date text field, which is a variable that outputs the date when the report is run.

This section can be added to or removed from the design surface using the Page Header check box on the ribbon’s Page Setup tab.

Report Header This section contains text fields that display at the top of each page of the report. By default, this section contains the Title and Sub Title text fields.

This section can be added to or removed from the design surface using the Report Header check box on the ribbon’s Display tab.

Output Descriptions This section contains text that you can modify to provide general information about the report. Output descriptions can display inline, as text on a separate tab, or by rolling over the columns in the report. Refer to Display output descriptions.

This section is shown on the design surface by selecting Display Descriptions Inline from the Output Descriptions button on the ribbon’s Display tab.

Search Criteria Descriptions This section contains text explaining the filters that are added to the report. Search criteria descriptions can be displayed inline or as text on a separate tab in the report. Refer to Search criteria descriptions.

This section is shown on the design surface by selecting Display Search Criteria Inline from the Search Criteria button on the ribbon’s Display tab.

Charts This section contains charts that you insert into the report. Charts provide a graphic representation of data and are most useful for quickly comparing groups of data.

This section can be added to or removed from the design surface using the Charts check box on the ribbon’s Display tab.

Data Area This section contains database fields you add to the report, which outputs tabular data. This report section is used in almost all reports, as it provides text with specific details about specific records or specific numbers summarizing groups of records.

This section can be removed from the design surface by selecting Do Not Display Data from the Data button on the ribbon’s Display tab.

Report Footer The report footer is similar to the report header, though the text fields in the footer display on the bottom of each page of the report. By default, the report footer contains the Record Count text field. This is a variable which displays the number of records returned on the page.

This section can be added to or removed from the design surface using the Report Footer check box on the ribbon’s Display tab.

Data Exceptions This section contains information summarizing the data exceptions that are indicated in the data area. Data exceptions are used to highlight specific information in the report that meets certain criteria you define.

This section can be added to or removed from the design surface using the Exceptions check box on the ribbon’s Display tab.

Page Footer The page footer is similar to the page header section. The text fields added to this section display at the bottom of printed reports. By default, this section contains the page number text field. This is a variable which outputs the current page number and the total number of pages in the report.

This section can be added to or removed from the design surface using the Page Footer check box on the ribbon’s Page Setup tab.

Search parameters

You can add search parameters to your report to define the data shown in the report’s columns, charts, and exceptions.

Search parameters include filters, variables, and comparison date offsets. These are shown on the report’s Search window when staff members run the report, allowing them to modify the data that is returned, or you can hide filters so their values cannot be changed by staff members.

The types of parameters available on the Search window are described in the following table.

Table Search Parameters

Parameter Description

Filters

Filters limit the data returned in your report by selecting a subset of information from the database. Different types of filters are available, and each serves a different purpose.
Report Filters Report filters limit the data accessible to any of the report’s output levels and can be fixed or run-time selectable. Fixed filters cannot be changed when the report is run, but run-time selectable filters can be changed by staff members. Run-time selectable filters can also be required if you want to force staff members to select filter values. Refer to Create a fixed or run-time selectable report filter.
Level Filters Level filters are similar to report filters and can be fixed or run-time selectable. However, unlike report filters, level filters limit the data accessible at individual output levels rather than the entire report. Refer to Create a level filter.
Group Filters Group filters can be fixed or run-time selectable and are applied to data that is grouped to prevent information about certain groups from being returned. For example, a report that shows the number of unresolved incidents for each staff member could have a group filter to display information only for staff members with more than ten unresolved incidents. Refer to Create a group filter.
Variables Variables can be used to return different data, or the same data in different formats, in one column. For example, you could create a single report that displays the number of incidents by staff member, group, queue, or status. You select the information you want when you run the report. Refer to Variables.
Comparison Date Offset Staff members can select comparison date offsets when they run a report with comparison columns. Comparison columns are used to display related information from different time periods. For example, comparison columns can be used to see how many opportunities were created in two different quarters. Refer to computed field and computed field.

Managing Report Sections

Apply a layout to an output level

You can apply a predefined layout to quickly modify the report’s display to make it appropriate for the report’s audience.

For example, the Grid layout can be applied to operational reports that are used by staff members who work with incidents, contacts, or other types of records. This layout is ideal for such reports since it does not include titles, headers, or other report sections that are not needed when working with records. If your report is to be emailed or printed, you could use the Standard Report layout, which includes titles, headers, and other report sections that help explain the report’s context and purpose. The other layouts available are Standard Report with Chart and Chart Report.

Layouts can be selected on the Getting Started window when creating reports or from the report designer’s ribbon. Layouts selected from the Getting Started window are applied to all the output levels added to the report, and layouts selected from the ribbon are applied to individual output levels. Refer to Open the report designer for more information about adding layouts from the Getting Started window.

Procedure
  1. If your report includes more than one output level, select the output level the layout should be applied to from the Level drop-down menu at the top of the design surface.

  2. Click the Home tab.

  3. Click the Report Layouts button to open the report layouts menu.

  4. Click one of the layouts to apply it to the current output level. The predefined layouts are described in the following table.

    Table Report Layout Options

    Layout Description

    Grid Report

    Select this layout for an output level with the Docked Filters, Page Header, Data Area, and Page Footer report sections.

    Standard Report

    Select this layout for an output level with the Docked Filters, Page Header, Report Header, Data Area, Report Footer, and Page Footer report sections.

    Standard Report with Chart

    Select this layout for an output level with the Docked Filters, Page Header, Report Header, Charts, Data Area, and Page Footer report sections.

    Chart

    Select this layout for an output level with the Page Header, Charts, and Page Footer report sections. This layout is not available on the Getting Started window.

    When a report output level includes a chart but not tabular data, you can add data for the chart directly from the Chart Wizard. Refer to Add or edit a chart with the Chart Wizard.

Display and hide report sections on the design surface

You can choose which sections are displayed on a report.

While layouts automatically add certain report sections to the design surface, you may want to customize the sections displayed once the layout is applied. Manually adding report sections to the design surface is simple using the ribbon. You can add different sections to each output level in a report. For example, the primary output level in your report might include a header and chart, and the other output levels in the report might include only the data area section.

Procedure
  1. If your report includes more than one output level, select the level you want from the Level drop-down menu at the top of the design surface.

  2. Click the Display tab on the ribbon.

  3. Select the check box next to the section you want to display from the tab’s Section group. The design surface changes to include the report section you select.

  4. To display the Page Header or Page Footer section when the report is printed, click the Page Setup tab and select the Page Header or Page Footer check box on the tab’s Print group.

  5. To remove a report section from the design surface, clear the section’s check box on the ribbon. The design surface changes to remove the report section.

Resize report sections

You can resize a report section to allow more room for images or text fields or to reduce the size of the section to allow more room for other sections.

Procedure
  1. Move your cursor over the section border that you want to move on the design surface. The cursor changes to display directional arrows when it is over a border.

  2. Drag the border to the position you want.

Edit section styles

Sections that are included in a report can be customized, allowing you to further tailor your report to your audience.

The available style options for each section vary. You can change the fill colors and borders of all the sections, and you can also change the margins in the output descriptions, search criteria descriptions, data area, and data exceptions sections.

Section styles can also be changed by applying report styles with the Auto Format feature. If the style selected using auto format is applied after you manually modify a section style, your edits to the section style are overwritten. Editing a section style after an auto-format style is applied overwrites the auto-format style. Refer to Apply a style to a report for more information about the Auto Format feature.

Tip: The following procedure describes editing section styles from the Edit Style window. However, you can also adjust style options by selecting the report section and using the buttons on the ribbon’s Options tab.
Procedure
  1. Right-click the section on the design surface that you want to edit and select Edit Style.

    Note: The Edit Style window for some report sections includes an Options tab that allows you to set layout options.

  2. Click the Margins tab to modify the amount of space surrounding the contents in the section.

  3. Enter the number of pixels between the text and the left, right, top, and bottom margins.

  4. If you are editing a style for a report section, such as the report header, enter the number of pixels you want between the section’s content in the Spacing field.

  5. Click the Fill tab to modify the background fill colors for the selected section. When editing styles for report sections that do not have margins, the Fill tab is the active tab when you edit the style.

  6. Enter the following field information. This table describes the fields on the Fill tab of the Edit Style window.

    Table Fill Tab

    Field Description

    Color/Top Color/Left Color

    The text description for this option varies depending on the gradient mode you select. Click this box to select a primary color as the background. Refer to ribbon.

    No Fill

    Select this check box to clear any fill colors previously selected. If this box is selected, the other options on the Fill window are disabled except Color. Selecting a color automatically clears the No Fill check box and enables the other options.

    Gradient Mode

    Select the positioning of the primary and secondary colors for the background from the Gradient Mode drop-down menu. Using gradient coloring lets you merge two colors. The following options are available.

    None—Select this option to use only the primary color as the fill color. If you select None, the Gradient Color field is disabled.

    Top to Bottom—Select this option to merge the colors from the top of the background to the bottom.

    Left to Right—Select this option to merge the colors from the left of the background to the right.

    Gradient Color/Bottom Color/Right Color

    The text description for this option varies depending on the gradient mode you select. Click this box to select a secondary color to merge with the primary color. When you do so, the fill colors merge using the method defined in the Gradient Mode menu. Refer to ribbon.

    Transparency(%)

    Select a percentage to define how intense the fill colors are. A setting of 100% is completely transparent, which prevents the fill colors from displaying. A setting of 0% has no transparency, resulting in intense background colors. The selected percentage is immediately reflected in the Preview field, so you can scroll through the transparency percentages to find a value that best suits your needs.

    Preview

    This area provides a sample of how the fill colors you select will appear on the report background.

  7. Click the Borders tab to modify the borders of a report section.

    1. Enter the following field information. This table describes the fields on the Borders tab of the Edit Style window.

      Table Borders Tab

      Field Description

      Color

      Click this box to select a color for the border. Refer to ribbon.

      Style

      Click this drop-down menu to select one of the following border styles: Solid, Dashed, Dotted, Inset, Outset, Double, Groove, Ridge, Rounded, or Separator. The separator option lets you add empty space around the report section.

      Weight

      Click this drop-down menu to select the pixel size of the border. You can choose a number between 1 and 10 pixels.

      Preview

      This area defines the placement of the borders you define. Select any of the following buttons to place the borders, or click the area in the Preview white space where you want the border.

      Top border button. Described in the text.

      Bottom border button. Described in the text. Left border button. Described in the text. Right border button. Described in the text. All-sides border button. Described in the text. Remove-all-borders button. Described in the text. Borders

      Click a button to add or remove the selected border attributes from the top, bottom, left, or right sides of the component. Alternatively, you can click the appropriate location in the Preview area to add or remove borders.

  8. Click OK to save the section’s style changes.

Enable automatic layout of a report section

If a report section has an automatic layout, the charts, images, and text fields you add to it are arranged in an invisible table structure, with the items placed in rows and columns. You can adjust the sizing of the rows and columns to arrange the images and text fields exactly like you want them.

Procedure
  1. Add the report section you want to the report output level.

  2. To add the report header or footer sections, click the Display tab and select the Report Header or Report Footer check box.

  3. To add the page header or footer sections, click the Page Setup tab and select the Page Header or Page Footer check box.

  4. Click the report section on the design surface to select it.

  5. Click the Options tab and click Automatic.

  6. To prevent the section’s height from being automatically adjusted to fit the items you add to the section, click Auto Height to disable it.

    Tip: When Auto Height is disabled, you can manually change the height of the section by dragging the section’s horizontal borders up or down, just as you would if the section had a manual layout.

Change a report section table layout options

Section layout properties determine how the charts, images, and text fields you add are positioned on the section.

A manual layout lets you manually position items you add. If the section has an automatic layout, the item is positioned automatically, and the section’s height is adjusted to best fit the item. You can also set table layout options to change how the items in the section are sized. By default, report sections have manual layout enabled.
Procedure
  1. Add images and text fields to the report section.

  2. Click the report section on the design surface and then click the Options tab.

  3. If the section has a manual layout, click the Automatic button to change to an automatic layout.

  4. Click Table Layout.

  5. To give each column in the section’s table the same amount of width, select Size All Columns Equally.

  6. To give each row in the section’s table the same amount of height, select Size All Rows Equally.

  7. To size each column to best show the column’s contents, select Auto Size All Columns.

  8. To size each row to best show the row’s contents, select Auto Size All Rows.

  9. To manually configure the table’s layout, select More Options.

  10. Enter the following field information. This table describes the fields on the Edit Table Layout Properties window.

    Table Edit Table Layout Properties Window

    Field Description

    Show

    Click this drop-down menu and then select whether you want to configure rows or columns.

    Size Type

    Specify how the size of the report section is determined in this section.

    Absolute

    Select this option to specify a certain size for the selected row or column in pixels.

    Percentage

    Select this option to specify a certain percentage of the total available space in the section to allocate to the selected row or column.

    Best Fit

    Select this option to have the size of the selected row or column automatically adjusted to best fit the row’s or column’s contents.

  11. Click OK to save your changes.

Adding Images, Text Fields and Descriptions

Add an image to a report section

When presenting a report, you may want the report to include images, such as a logo, to enhance the report’s appearance or to customize it for your audience.

You can add images you have created in the Images explorer to the Page Header, Report Header, Report Footer, and Page Footer sections. Images can act as backgrounds or header images in these sections. You can also use images as links to open URLs that you specify. Refer to Images explorer.

Procedure
  1. Click Analytics on the navigation pane.

  2. Double-click Reports Explorer.

  3. Right-click the report you want to add the image to and select Edit.

  4. Click the Insert tab on the report design center’s ribbon.

  5. Click Image to open the list of images available in the Images explorer.

  6. Click the image you want to add. The images list closes.

  7. Hover over the report section where you want to add the image. The image name displays when the cursor is over a section that can accept an image.

  8. Click to place the image in the report section you select.

  9. To move an image you have added to a report section, drag the image to the position where you want to place it in the section.

    Note: To move an image from one report section to another, both sections must have Automatic layout enabled. Refer to Enable automatic layout of a report section.

  10. To resize an image you have added to a report section, click the image to activate it, and then drag one of the handles displayed on the image’s borders. The image is resized as you drag the handle.

  11. To define how the image should move in relation to the report section’s border, you can specify an anchor style for the image. Refer to Select an anchor style for an image.

Use a filter or variable in the URL field

You can associate a filter or variable you create in a report to open a different web page depending on the value selected for the filter or variable.

When you view a report and click an image that is configured as a link, the web page the URL points to opens on the workstation’s default browser.
Procedure
  1. Click Analytics on the navigation pane.

  2. Double-click Reports Explorer.

  3. Right-click the report you want to add the image to and select Edit.

  4. Add an image to the report. Refer to Add an image to a report section.

  5. Create the filter or variable you will use to populate the image’s URL field. For example, you could create a variable named $webpages with a User Defined List type and add menu values such as www.google.com and www.yahoo.com. Refer to run-time selectable filtersdocked filtersdashboardinner join or Variables.

  6. Right-click the image on the report designer and select Edit Image Field to open the Edit Image Field window.

  7. Type the name of the filter or variable you created in the URL field. Surround the name in braces. For example, if the variable’s name is $webpages, type {$webpages} in the URL field. (Filter names do not begin with the dollar sign).

  8. Click OK to save the change and close the window.

  9. Click Save on the ribbon to save the change to the report.

After you open the report, click the report’s Search button and enter the URL you want in the filter or variable you created. When you click the image, the web page you selected opens in your workstation’s default browser.

Associate a URL with an image

You can associate URLs with images to use the images as links.

When you view a report and click an image that is configured as a link, the web page the URL points to opens on the workstation’s default browser.
Procedure
  1. Click Analytics on the navigation pane.

  2. Double-click Reports Explorer.

  3. Right-click the report you want to add the image to and select Edit.

  4. Add an image to the report. Refer to Add an image to a report section.

  5. Right-click the image and select Edit Image Field. The Edit Image Field window opens.

  6. Type the URL you want the image to link to in the URL field.

  7. Click OK to save the change and close the window.

  8. Click Save on the ribbon to save the change to the report and close the report designer.

When you run the report and click the image, the web page the image links to opens in a web browser.

Add a text field to a header or footer

You can add standard text fields or custom text fields you have created in the Text Fields explorer to the Page Header, Report Header, Report Footer, and Page Footer report sections.

You can also insert values from a report’s filters and variables into the text fields on the report. Refer to custom reportsdashboards for information about creating and editing custom text fields in the Text Fields explorer.
Procedure
  1. Click Analytics on the navigation pane.

  2. Double-click Reports Explorer.

  3. Right-click the report you want to add the text field to and select Edit.

  4. Click the Insert tab on the report design center’s ribbon.

  5. Click Text Field to open the list of text fields. The window displays standard text fields, such as Title, and custom text fields you can add using the Text Fields explorer. The text fields’ default fonts, colors, and other attributes are reflected in the display.

  6. Click the text field you want to add to the report. The text fields list closes, and the cursor displays with a small version of the text field when you hover over report sections that accept text fields.

  7. Click the report section where you want to add the text field. The text field is added to your report.

  8. To move the text field, drag it to the position you want.

    To move a text field from one report section to another, both sections must have Automatic layout enabled. Refer to Enable automatic layout of a report section.

  9. To resize a text field in a report section, click the text field to activate it and then drag one of the handles displayed on the text field’s borders. The text field is resized as you drag the handle.

  10. Click Save on the ribbon to save the change to the report.

Edit a text field in a report

Once you add a text field to a report section, you can edit it to change the fonts, colors, text, and other attributes.

You can have one generic text field that can be added to several reports, which can then be modified for each individual report.

Note: Certain standard text fields, such as Record Count or Rows per Page, include values that are dynamically updated when the report is run. You can edit these fields, but you cannot edit their dynamic value placeholders.
Procedure
  1. Right-click the text field in the report section on the design surface and select Edit Text Field.

    • Or, if you know the specific options you want, it can be faster to select them from the ribbon. Opening the window gives you an overview of all the available options.
    The Edit Text Field window opens.

  2. Edit the text field on the Edit Text Field window.

  3. Click OK on the Edit Text Field window to save your changes.

Display a filter value in a text field

You can insert the values currently selected in a report’s filters and variables into text fields on the report.

For example, a text field can display the value selected in a filter that filters on the staff member assigned to a group of incidents.

The following procedure describes how to use a value from a filter in a text field, but a similar process is used to display the value from a variable.

Procedure
  1. Click Analytics on the navigation pane.

  2. Double-click Reports Explorer.

  3. Right-click the report you want to add the text field to and select Edit.

  4. Create a filter that includes the values you want to display in the text field. For example, you can add a filter to an incidents report that filters on the staff accounts that incidents are assigned to. Refer to run-time selectable filtersdocked filtersdashboardinner join.

  5. Add a text field to your report. Refer to Add a text field to a header or footer.

  6. Right-click the text field and select Edit Text Field. The Edit Text Field window opens.

  7. Type the text you want to display in the Text field on the window’s Text tab. Type the name of the filter, putting braces around it ({}), where you want the filter value to display in the field.

    For example, if the report has a filter named Assigned that filters on the staff member assigned to incidents, you can type Assigned to {Assigned} in the window’s Text field.

  8. Click OK to save the change and close the window.

  9. Click Save on the ribbon to save the change to the report.

When the report runs, the text field will display the static text entered in the field along with the filter or variable value that is currently selected. For example, if the filter value is currently Tina Smith, the text field will read Assigned to Tina Smith.

Select an anchor style for an image

You can change the default anchor style of an image in a report so that it moves with the bottom or right side of the report section when the section’s borders are changed.

By default, when a report section is resized, images and text fields in the section maintain the same distance between the top and left side of the report section.
Procedure
  1. Right-click an image on the design surface and select Edit Image Field. See Add an image to a report section.

  2. Click the Anchor Style drop-down menu to display the anchor style options. The image’s current anchor style displays when you click the drop-down menu.

  3. To clear an anchor, click the gray bar indicating an active anchor.

  4. To add an anchor, click the appropriate clear bar. For example, to anchor an image to the bottom and right side of the report section, clear the gray bars at the top and left side, and click the clear bars at the bottom and right side of the anchor style selection control.

  5. Click OK to save the change to the anchor style and close the window.

Select an anchor style for a text field

You can change the default anchor style of a text field in a report so that it moves with the bottom or right side of the report section when the section’s borders are changed.

By default, when a report section is resized, images and text fields in the section maintain the same distance between the top and left side of the report section.
Procedure
  1. Click a text field on the design surface to select it. See Add a text field to a header or footer.

  2. Click Anchor on the Text Field tab to view anchor style options. The text field’s current anchor style displays. The gray bars displayed identify which sides of the report section the text field is anchored to.

  3. To clear an anchor, click the gray bar indicating an active anchor.

  4. To add an anchor, click the appropriate clear bar. For example, to anchor a text field to the bottom and right side of the report section, clear the gray bars at the top and left side, and click the clear bars at the bottom and right side of the anchor style selection control.

Display output descriptions

The Output Descriptions report section displays text you enter to describe output levels and columns in the output level.

The output descriptions you add can be displayed inline, on a separate tab in the report, or when rolling over the columns in the report that have definitions defined. You can select the placement of the output descriptions from the ribbon.
Procedure
  1. Click the Display tab.

  2. Click the Output Descriptions button and select the display option you want from the list. This table describes the fields on the Output Descriptions Display Options window.

    Table Output Descriptions Display Options

    Option Description

    Do Not Display Descriptions

    Select this option to remove output descriptions from the report.

    Display Descriptions on Column Rollover

    Select this option to show the output descriptions when rolling over the report columns that have definitions defined.

    Display Descriptions Inline

    Select this option to show the output descriptions in the output level, below the page header and report header sections.

    Display Descriptions on Separate Tab

    Select this option to show the output descriptions on a separate Description tab. The tab is automatically added to the report when you choose this option.

Add text to output descriptions

You can add text to the output descriptions section of a report to help describe what the report output means.

Procedure
  1. Open the report you want to edit.

  2. To add a description to an output level, select the output level you want from the Level drop-down menu at the top of the design surface.

    1. Click the Level tab and click the Edit button to open the Level Settings window.

    2. Type the text you want to describe the output level in the Description field.

    3. Click OK to save the output level’s description.

  3. To add an output description to a column, click the column on the design surface to select it.

    1. Click the Design tab.

    2. Click Edit to open the Column Definition window.

    3. Type the text you want to describe the column in the Description field.

    4. Click OK to save the column description.

Search criteria descriptions

Search Criteria Descriptions provide additional information about the data displayed in a report.

By default, the Search Criteria Descriptions report section includes information about the filters in your report, along with descriptions of the report’s variables, record limits, and comparison date offsets. However, you may not want to display descriptions of all report components, so you can specify which descriptions you want to display. Search criteria descriptions can be displayed inline or on a tab in the report. You select where to place the descriptions from the Search Criteria button on the ribbon’s Display tab.

Display search criteria descriptions on reports

You can choose whether or not you want to display search criteria descriptions on a report.

Procedure
  1. Click the Display tab.

  2. Click the Search Criteria button and select the display option you want from the list. This table describes the options on the Search Criteria window.

    Table Search Criteria Descriptions Display Options

    Option Description

    Do Not Display Search Criteria

    Select this option to remove search criteria descriptions from the report.

    Display Search Criteria Inline

    Select this option to show the search criteria descriptions in the output level’s output, below the page header and report header text fields.

    Display Search Criteria on Separate Tab

    Select this option to show the search criteria descriptions on a separate Description tab.

Specify which search criteria descriptions to display

You can choose which search criteria descriptions you want to display in a report.

Procedure
  1. Click the Search Criteria Descriptions tab or report section on the design surface.

  2. Click the Options tab.

  3. Click the Search Criteria button.

  4. Clear the check boxes next to the descriptions you do not want to display.

  5. Click OK to save your changes.

Managing output columns

The output columns you add to a report display tabular information about your data.

Output columns are added to the data area of each output level. Once an output column is added to the output level, you can move the column, change the column headers, add notes to the column, change the column’s display, and add calculations to tally the values shown in the column. You can also create data exceptions to highlight data returned in the columns. For example, if you want to highlight all incidents in a report that are unresolved and overdue, you could create data exceptions to display these records in bold red text.

Output columns can be fields from the database, functions, variables, or computed fields. All of these items can be added from the ribbon or by dragging the field from the data dictionary to the design surface.

Database fields

Generally, most of the columns added to reports are fields from the database, which contain the data you see throughout Oracle Service Cloud.

Fields from tables that are created for custom objects are also available (refer to Custom Objects: Overview). The database fields that can be used in reports are listed in the report designer’s data dictionary.

Tip: To view descriptions of the tables and fields in the data dictionary, right-click the table or field and select View Data Definition. A new window opens with a description of the table or field.
Adding suffixes to database fields

By adding a suffix to a database field, you can change the value that is returned in a report.

When certain database fields are used in report columns, the output is automatically modified to display the data in an easily readable format. For example, the incidents.assgn_acct_id field stores the ID numbers of the agents who have incidents assigned to them. Since report users generally prefer to see agent names instead of ID numbers, the names are returned instead of the ID numbers.

However, there are occasions when you may want the report to return the agents’ ID numbers instead of their names. In such cases, the suffix .id can be added to incidents.assgn_acct_id, changing the column’s expression to incidents.assgn_acct_id.id. This suffix prevents the name associated with the record from being returned automatically and forces the report to instead return the ID number from the database field.

There are several suffixes that can be added to name lookup fields, such as incidents.assgn_acct_id, or currency fields, such as opportunities.mgr_value. Other types of database fields do not accept suffixes. Each suffix has a different purpose.

This table describes the suffixes that can be added to database fields.

Table Database Field Suffixes

Suffix Description

Name lookup field suffixes

These suffixes can be used with database fields that trigger an automatic name lookup when used in reports.

.id

This suffix prevents Analytics from performing a name lookup and returns the ID number stored in the field. For example, answers.assgn_acct_id.id would return the account ID number of the staff member an answer is assigned to.

.desc

This suffix can be used only with name lookup fields that have a description field. The suffix returns the text from the field’s description rather than the field’s ID number or name. For example, incidents.prod_lvl1_id.desc would return the text description of the parent product an incident is associated with.

.name

This suffix returns the name that is associated with the database field. For example, answers.map_cat_lvl1_id.name would return the name of the parent category an answer is associated with.

This suffix is rarely used since the name lookup is usually performed by default.

Currency field suffixes

These suffixes can be used with database fields that store currency values.

.curr_id

This suffix returns the type of currency the value was stored in, rather than the currency value. For example, opportunities.mgr_value.curr_id could return USD, GBP, or another currency type.

.rate_id

This suffix returns the exchange rate that is used to calculate the field’s currency value when returning the value in a different currency format. For example, opportunities.rep_value.rate_id could return 1.45000 or another exchange rate.

.native

This suffix returns the field’s value in its original currency instead of the currency determined by staff account or interface settings. For example, opportunities.mgr_value.native used in a report on a British interface would return the manager forecast value in USD if that value was originally entered on a U.S. interface.

Variables

You can create variables to use in report output columns, filters, images, text fields, and data exceptions.

Using a variable in an output column lets you return different data, or data in different formats, in the same column. For example, you could create a single report that displays the number of incidents by staff member, group, queue, or status. You select which of the four variable values to use in the report from the Search window or from a menu at the top of the report if the variable is docked.

The following figures show a report with a variable used as an output column.


img/output_var_report_example.png

Using a variable in a filter lets you combine the functionality of filters with the flexibility of variables. For example, you could create a variable that groups records together in time periods, and then create a filter with an expression of date_format(opportunities.created, $date_group), where $date_group is the variable to filter on opportunities created during a particular year. To use the filter, you would simply enter the year you want to report on. Without such a filter, the report would need to include a filter using the between operator that requires entering both a start time and an end time.

Using a variable in a data exception lets you use a single exception to flag different data. This eliminates the need to create multiple exceptions to flag data in different columns. For example, you could use a variable in an exception to flag incidents that were created more than one day ago or to flag incidents that were updated more than one day ago. The information you want to flag is selected on the Search window when you run the report. Refer to Create a data exception.

Using a variable in an image lets you dynamically generate links to web pages and change the displayed image when you select different variable values. Refer to Add an image to a report section. Using a variable in a text field lets you display the variable’s current value in the text field. Refer to Display a filter value in a text field.

Add report variables

Before you can use variables in report output columns, filters, or data exceptions, the variables first need to be created.

There are several types of variables you can use, including predefined lists, user-defined lists, ad hoc values, and replacement values. Each of these serves a unique function.
Procedure
  1. Click the Home tab.

  2. Click the Add Variable button to open the Add Variable window.

  3. Type a name for the variable in the Name field. Variable names are always preceded by the dollar sign. The options on the Add Variable window change depending on the variable type that is selected.

  4. Type an optional prompt in the Prompt field. The Prompt field is not available when using a Replacement Value variable type, as this type is not displayed when running a report This text is displayed on the Search window when running the report. If this field is left empty, the variable’s name is displayed instead.

  5. Select the variable type from the Type drop-down menu. This table describes the variable types that are available.

    Table Variable Types

    Field Description
    Predefined List variables Select this type to use values from an existing menu or predefined list in the variable. When selecting this option, all menu fields from the tables used in the report are available, along with three predefined lists: Group Date—This list contains date/time formats, such as Month, Week, and Day of Month. Yes/No—This list contains Yes and No options.

    Currency Formats—This list contains currency formats, such as USD and CAN, that are defined on your site.

    User Defined List

    Select this type to compile your own list of menu items to use for the variable. For example, if you wanted the variable to return either incidents’ statuses or assigned staff accounts, you could create a variable value for incidents.status and another for incidents.assgn_acct_id.

    When you select this type, you must select a data type for the variable. See Table 242 for a description of the available data types.

    Ad Hoc Value Select this type to allow staff members to type their own value for the parameter at run-time, without having to select from a list. For example, an individual using the report types the exact expression or string to use as the variable value.

    When you select this type, you must select a data type for the variable. See Table 242 for a description of the available data types.

    Replacement Value Select this type to enter an expression that you want to use in several places in the report. The replacement value variable you create can be added to the report in any place you would otherwise need to type the expression. This lets you use a short variable name rather than a lengthy expression.

  6. If using a predefined list variable type, select the list to use from the List Name drop-down menu.

  7. If using a user-defined list or ad hoc value variable type, select the data type to use from the Data Type drop-down menu. This table describes the data types that are available.

    Table Variable Data Types

    Data Type Description

    String

    Select this option to add a variable that uses a string field.

    Integer

    Select this option to add a variable that uses an integer field.

    Float

    Select this option to add a variable that uses a numeric field that can contain decimal points.

    Date and Time

    Select this option to add a variable that uses a date and time field.

    Currency

    Select this option to add a variable that uses a currency field.

    Expression

    Select this option to add a variable that uses a database field (for example, incidents.status).

    This data type is not available for Ad Hoc Value.

  8. If using a user-defined list variable type, create the list items you want to include.

    1. Click Add Item to open the Edit Variable List Item window.

    2. Type a name for the list item in the Name field.

    3. Enter a value for the list item in the Value field. The format of the Value field changes depending on the data type selected for the user-defined list. For example, the Value field for a Date and Time list item displays a calendar, whereas the Value field for an expression list item displays a text box and includes an Advanced option you can click to open the data dictionary to help you build the expression.

    4. Click OK to save the list item.

    5. Add the other list items you want to be able to select for the variable.

  9. If using a predefined list or user-defined list variable type, enter a default value for the variable in the Default field.

  10. If using an ad hoc value variable type, type a default value for the variable in the Default field.

  11. Do one of the following:

    • If using a replacement variable type, type the expression you want the variable to replace.
    • Click Use Data Dictionary to open the data dictionary to create the expression from database fields and functions.

  12. Click OK to save the variable.

Adding variables to a column

You can add output columns to a report table that use the variables you create.

Once you create a variable in a report, it is added to the variables list in the report designer’s data dictionary. You can then create output columns that use the variable in the same manner as you would any other output column, creating the column’s expression out of database fields, functions, computed fields, and variables listed in the data dictionary. In some cases, the variable will be the only item in the column’s expression. In other cases, the variable will be combined with functions or database fields to form the column’s expression.

When a predefined list, user-defined list, or ad hoc value variable is included in a report’s output columns, a menu listing the variable’s options displays on the report’s Search window. The variable menu can also display at the top of the report in the docked filters section for easy access by individuals using the report.

Computed fields

You can create computed fields and use them in your reports.

Computed fields are not actual fields in the database, but are calculated from the columns in your output level. Before the output level has columns added, computed fields are not available. Once you add columns to the output level, the data dictionary’s Computed Fields tree includes the columns you added. If you click a column in the tree, the available computed fields for that column appear in computed fields in the data dictionary. You can then drag the computed field you want to the design surface, just as you would with a standard database field.

Tip: You can also add computed fields by clicking a column on the design surface to select it, clicking the Design tab, clicking the arrow on the Insert Column button, and selecting the computed field you want to add.

Most database fields have only a comparison value computed field available. Additional calculations are available for integer fields, which store numbers. The moving average, moving total, percentage of average, percentage of total, running average, and running total columns are all available to use in output levels and in rollups, if rollups exist in the report. When computed fields are added to rollups, the values are reset at the beginning of each rollup section.

The Comparison Value and Comparison Percentage Value computed fields are described in computed field. The Trend Value and Trend Percentage Value computed fields are described in computed field and computed fields.

Report moving average

This column outputs a centered moving average.

Centered averages calculate the average for a value in a column by averaging that value, along with a number of values in the column prior to and preceding that value. For example, if a report outputs the number of incidents per month, a centered average for March that uses three data points would use the number of incidents from February, March, and April to derive the average.

Tip: Moving averages work best using odd numbers of data points, but can use an even number, though the internal calculation to derive the value will differ somewhat.

For an odd number of data points, the centered average at i for a given data point, di, and number of data points, N, is:

(di-(N-1)/2 + di-(N-1)/2 +1 + ...di + ...di + (N-1)/2 -1 + di + (N-1)/2)/N.

For an even number of data points, the centered average at i for a given data point, di, and number of data points, N, is:

(di-N/2 + 2*di-N/2 +1 + ...2*di + ...2*di + N/2 -1 + di + N/2)/2N.

When you add a report moving average column to a report, the calculation automatically uses three data points. However, the number of data points can be changed. Refer to Change the number of data points.

Report moving total

A report moving total column outputs a running total of the values in the specified column.

The totals are calculated for the current row, and a number of preceding rows determined by the number of data points you select. By default, the report moving total calculation uses three data points. For example, if you had a column with four rows, with values of 10, 20, 30, and 40, respectively, and used three data points, the corresponding values in the report moving total column would be NULL, NULL, 60, and 90.

Change the number of data points

The report moving average and report moving total computed fields use data points in their calculations. The method to select the number of data points to use is identical for either computed field.

Procedure
  1. Add a report moving average or report moving total column to the output level.

  2. Right-click the column on the design surface and select Edit Moving Calculations Options.

  3. Type the number of data points you want to use in the calculation.

  4. Click OK to save the number of data points used for the moving calculation.

    Tip: You can also change the number of data points by selecting the moving calculations column, clicking the Design tab, and entering the number of data points in the Number of Data Points drop-down menu.

Report percentage of average

A report percentage of average column calculates the average of the values in the specified column, and then returns the percentage of that total of the value in the current row.

For example, if you had a column with three rows whose values were 10, 20, and 30, the average of the values in the column would be 20. The values returned in the report percentage of average column would be derived by dividing the value in each row by the average value of the column, and multiplying the result by 100. In this example, the values returned would be 50%, 100%, and 150%, respectively.

Report percentage of total

A report percentage of total column calculates the total of the values in the specified column, and then returns the percentage of that total of the value in the current row.

For example, if you had a column with three rows whose values were 10, 20, and 30, the total of the values in the column would be 60. The values returned in the report percentage of total column would be derived by dividing the value in each row by the total value of the column, and multiplying the result by 100. In this example, the values returned would be 16.6%, 33.3%, and 50%, respectively.

Report running average

A report running average column averages the values in a specified column for all the column’s rows, up to and including the value in the current row.

For example, if you had a column with three rows, with values of 10, 20, and 30, respectively, the corresponding values in the report running average column would be 10, 15, and 20.

Report running total

A report running total column totals the values in a specified column for all the column’s rows, up to and including the value in the current row.

For example, if you had a column with three rows, with values of 10, 20, and 30, respectively, the corresponding values in the report running total column would be 10, 30, and 60.

Functions

Functions allow you to apply standard mathematical functions to the data from your database, and output the modified data in report columns.

For example, using the count() function, you can output the number of contacts associated with an organization. The column’s expression in this example would be count(contacts.c_id). Expressions that use more complex functions allow more complex modifications to the data that is displayed. You can also combine different functions and database fields in the same column’s expression.

When you drag a function from the data dictionary to the design surface, the Column Definition window opens. This lets you enter the variables used in the function’s expression. You can either type the variables in the Expression field or, if the variable is an item listed in the Available Columns/Functions field, you can drag the item into the function’s expression.

This table contains descriptions of the functions you can use in reports.

Table Functions

Function Description

Aggregate Functions

Select from the following to use an aggregate function in the expression.

Aggregate functions can be used only when defining output.

avg(expr)

This function computes an average value for the data set expr.

count(expr)

This function returns the number of rows included in the data set expr.

first(expr, sort column1[, sort column2][,...])

This function returns the first value of data set expr based on the order of the specified sort columns. For example, the expression first(threads.note, threads.entered, threads.seq) returns the first thread note in the data set based on time entered and thread sequence.

group_concat(expr, separator[, sort column 1, ASC|DESC][, sort column 2, ASC|DESC][,...])

This function allows you to combine multiple values from data set expr into a delimited list in a single row. The list is delimited by separator and ordered by the specified sort columns. For example, the expression group_concat(threads.note, ',', threads.entered, ASC) returns a comma-delimited list of thread notes ordered by time entered ascending.

last(expr, sort column1[, sort column2][,...])

This function returns the last value of data set expr based on the order of the specified sort columns. For example, the expression last(threads.note, threads.entered, threads.seq) returns the last thread note in the data set based on time entered and thread sequence.

max(expr)

This function returns the largest numerical value, the last string in alphabetical order, or the latest date in the data set expr.

min(expr)

This function returns the smallest numerical value, the first string in alphabetical order, or the earliest date in the data set expr.

sum(expr)

This function returns the sum of the values in the data set expr.

sum_distinct(expr, reference)

This function returns the sum of distinct values in an expression for a particular record (reference) rather than for all records of the same type in a table. For example, if you want to calculate the sum of all quotas for a particular sales person, you could add a function of sum_distinct(sa_period2accts.quota, sa_period2accts.acct_id).

stddev(expr)

This function returns the standard deviation of expr. For example, the expression stddev(answers.solved_count) returns the standard deviation of all the values in the solved_count column of the answers table.

String Functions

Select from the following to use a string function in the expression:

concat(str1, str2)

This function combines input character strings from multiple expressions into a single output string. Two or more expressions can be appended with this function. For example, the expression concat('www.','global','.com') returns the value www.global.com.

instr(str, substr)

This function returns the numeric position (in characters) of the initial occurrence of string substr in string str. For example, the expression instr('globalcellphones.com','cell') returns the value 7.

length(str)

This function returns the length (in characters) of the string. For example, the expression length('cell phones') returns the value 10.

lower(str)

This function returns string str in all lowercase characters. For example, the expression lower('Global.COM') returns the value global.com.

ltrim(str)

This function returns the string str without leading spaces. For example, the expression ltrim(' Cell phone') returns the value Cell phone.

lpad(str1, X, str2)

This function returns str1 padded on the left with str2 until str1 is X characters long. For example, the expression lpad('phone', 10, '@') returns the value @@@@@phone.

rpad(str1, X, str2)

This function returns str1 padded on the right with str2 until str1 is X characters long. For example, the expression rpad('phone', 10, '@') returns the value phone@@@@@.

rtrim(str)

This function returns the string str without trailing spaces. For example, the expression rtrim('agarfield@global.com ') returns the value agarfield@global.com.

substr(str, start_pos, [length])

This function returns a portion of the string str starting at the character defined by start_pos (an integer) and ending at the character defined by length (an integer). If length is not indicated, it returns the remainder of the string.

to_char(expr)

This function converts the numeric expr to a character string.

to_number(str)

This function converts the character string str to a numeric. If the str is not numeric, this function returns zero. If str is a combination of numbers and other characters and begins with a number, this function returns only the initial numeric portion. For example, to_number('123ABC') returns 123.

upper(str)

This function returns string str in all uppercase characters. For example, the expression upper('global.COM')returns the value GLOBAL.COM.

Date Functions

Select from the following to use a date function in the expression.

Refer to Reference Information: Overview for a list of the date/time format tokens you can use in date functions. Most of the date functions allow you to combine the supported format tokens in any combination you want.

Date functions do not support dates earlier than January 1, 1970.

date_add(date, units, interval, round)

This function returns the value of date plus a specified amount of time where date is a date/time type column or a literal string in the format YYYY-MM-DD or YYYY-MM-DD HH:MI:SS. The amount of time to add is specified by units and interval. Unitsis an integer or expression referring to an integer database field specifying the number of intervals to add or subtract. Interval can be SECONDS, MINUTES, HOURS, DAYS, WEEKS (Sunday through Saturday), IWEEKS (Monday through Sunday), MONTHS, QUARTERS, or YEARS. To round the result to the beginning of the specified interval, set the round argument to 1. If you set round to 0, the result will not be rounded. For example, the expression date_add(‘2013-11-25 22:35:00’, 48, HOURS, 1) returns the value 2013-11-27 22:00:00.

to_date(str, format)

This function converts the value entered in str that is in the format specified in format to a date or date/time value. For example, the expression to_date(‘20140215’,’YYYYMMDD’) returns a value of 02/15/2014.

Unlike other date functions, to_date supports only the following date formats.

DD MM YYYY HH24:MI:SS

DD MM YYYY HH:MI:SS AM

DD MON YY

DD MON YYYY

DD-MM-YY

DD-MM-YYYY

DD.MM.YY

DD.MM.YYYY

DD/MM/YY

DD/MM/YYYY

DD/MM/YYYY HH:MI:SS AM

MM-DD-YY

MM-DD-YYYY

MM/DD/YY

MM/DD/YYYY

MON DD YY

MON DD YYYY

MON DD YYYY HH:MI AM

MON DD YYYY HH:MI:SS AM

YY.MM.DD

YY/MM/DD

YYMMDD

YYYY-MM-DD

YYYY-MM-DD HH24:MI:SS

YYYY-MM-DDTHHH24:MI:SS

YYYY.MM.DD

YYYY/MM/DD

YYYYMMDD

date_format(date, format)

This function converts date from a date/time data type to a string and reformats it to match the format specified by format. Date can be a date/time type column or a literal string in the format YYYY-MM-DD or YYYY-MM-DD HH:MI:SS. For example, the expression date_format('2013-11-25 22:25:00', 'DAY, MONTH DD, YYYY, HH12:MI PM') returns the value Tuesday, November 25, 2013 10:25 PM.

date_diff(date, date)

This function returns the number of seconds occurring between two dates. For example, the expression date_diff('2014-07-26 22:25:00', '2014-07-25 10:30:00’) returns the value 129300. Another example is date_diff(sysdate(),incidents.updated). This expression returns the number of seconds between the current time and the time that incidents were last updated.

To change the format of the output, use the time_format function. For example, time_format(date_diff('2014-07-26 22:25:00', '2014-07-25 10:30:00’), 'HH24h MIm SSs') returns the value 35h 55m 00s.

rel_date_diff(date2, date1, rr_id)

This function returns the number of seconds between two dates, taking holidays and the work hours specified in response requirements into account. For example, if a site’s response requirements are configured with work hours from 9 A.M. to 5 P.M., the expression rel_date_diff('2014-07-26 22:25:00', '2014-07-25 10:30:00’,1) returns the value 52200. Another example is rel_date_diff(sysdate(),incidents.rel_due,incidents.rr_id). This expression returns the number of seconds between the current time and incidents’ due dates, excluding holidays and taking the work hours configured in the response requirements associated with the incidents into account.

This function is not available for use in variables, filters, or exceptions. In addition, it cannot be nested in other expressions.

date_trunc(date, units)

This function truncates date to the unit specified by units, with units being a time interval of SECONDS, MINUTES, HOURS, DAYS, WEEKS (Sunday through Saturday), IWEEKS (Monday through Sunday), MONTHS, QUARTERS, or YEARS. For example, the expression date_trunc('2013-11-25 22:25:10', HOURS) returns the value 2013-11-25 22:00:00.

sysdate()

This function returns the current system date in the format YYYY-MM-DD HH:MI:SS.

time_format (seconds, format)

This function converts seconds to the specified time format. For example, the expression time_format(86610,'HH24 MI SS') returns the value 24 03 30.

date_group(expr, format)

This function lets you group records together according to a date range that you specify, and include rows for date ranges that have no associated records. If you do not want to return rows for date ranges with no records, you could use date_format instead.

For example, if you have incidents created in January and March, but none in February, and create a report with the expression for column A set to date_group(incidents.created, ‘YYYY-MM’), and the expression for Column B set to count(*), the report would output:

2014-01 10

2014-02 0

2014-03 15

If you changed Column A’s expression to date_format(incidents.created, ‘YYYY-MM’) to use the date_format function instead of date_group, the output would be similar, but would not include a row for February.

When this function is used in a column, the report designer automatically groups the data in the output level, and sets the output level’s group and sort order options. At least one date filter is required to use this function.

Logical Functions

Select from the following to use a logical function in the expression.

if(expression, then result, else result)