Advanced Reports

Click on the topic of your choice below to jump to that place in this Advanced Call Reports Guide

  1. Portal Permissions
  2. Creating a User
  3. Creating Workspaces
  4. Creating Reports
  5. Adding Quick Filters
  6. Downloading Reports
  7. Scheduling Reports

Portal Permissions

Please note that there are 3 segments that define the roles for users in the portal:

  1. User Access Types:
    • Essential User: The user is linked to a user on a PBX.
    • Professional User: A communications platform user with access to softphone and mobile features.
    • Agent User Add-On: Allows the user to have their ACD Agent activity tracked.
  2. Supervisor Access Types:
    • None
    • Reports Supervisor
    • Real-Time Supervisor
  3. Permissions:
    • Website Access: grants the user access to the Dimensions web portal.
    • Manage Users: allows the user to create and manage users.
    • Manage Billable Items: allows the user to make changes that will affect billing.
    • Customer Settings: allows the user to edit organization-wide settings.
    • Manage Contact Directories: allows the user to manage contact directories.
    • Recording Playback: allows the user to play call recordings.

    Portal Permissions can be changed at any time by visiting Click on “Settings” then “User Management”. You will be given the option to “Edit” an existing user or add a “New User”.

    Creating a User

    1. Go to
    2. Click “Settings” in the left-hand menu
    3. Select “User Management”
    4. Click “Add New User”
    5. Add user details and permissions then click “Save”

    Creating Workspaces

    Workspaces organize content into isolated groups which you can share with others to collaborate more effectively.

    1. Select “Workspaces” from the left menu
    2. Click “Create Workspace”
    3. Give your workspace a name
    4. Then select if you would like to create a “Blank” workspace or if you would like to create it from a “Template” or “Clone” an existing workspace.
    5. When you are done, click “Create”

    Creating Reports

    1. Select “Reports” in the left menu
    2. Click “Create Report”
    3. Step 1 of creating a report is selecting a template selection. We offer 50 pre-configured reports to choose from
    4. Once you have selected a report, you will have the option to select a Default Filter and a Default Date Range for your report
    5. Then select a save option:
      • Save
      • Save and Edit
      • Save and Run
    6. Once a report is created, you can return to the Reports page to View, Run, Edit, Clone, or Delete a report.

    Adding Quick Filters

    Make data easy to isolate and consume with quick filters.

    1. Select “Filters” from the left menu
    2. Click “Create Filter”
    3. Give your filter a name, then you will select conditions for your filter
    4. Conditions allow you to add one or more time-based, performance-based, or info-based conditions to filter your call data. For each condition, select a field and then provide the required search parameter(s).
    5. When you’re done adding a filter, click “Create”
    6. Once a Quick Filter is created, you can return to the filters page to Edit, Clone, or Delete a filter
    7. Now you will have the option to add your filter to any report

    Downloading Reports

    1. To download a report, visit the Reports page
    2. Select a report you would like to view
    3. Click the “Download” button above the report on the right
    4. Select a download option:
      • Export to Excel
      • Save chart as PNG
      • Save chart as SVG
      • Save chart as PDF

    Scheduling Reports

    Set up a recurring report schedule delivered to an email inbox

    1. Select “Schedules” from the left menu
    2. Click “Create Schedule”
    3. Give your schedule a name and an optional description, then click “Next”
    4. Select a recurrence schedule
      • Hourly
      • Daily
      • Weekly
      • Monthly
    5. Select the time of day and the days of the week you want to schedule the report
    6. Choose a report to schedule, then select a filter and a date range for the report. You will have the option to send multiple reports at the same time.
    7. When you are finished adding reports, click “Next”.
    8. The last step is to select the recipients of the report. Enter or select an email address, then click “Add” to add more recipients.
    9. When you are done adding recipients, click “Create”