Manage bookmarks for reports

Article
08/21/2024

Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only

A bookmark captures the state of a report page, including changes that you've made to the filters. Personalize your reports and save the time and effort required to reapply the filters every time you want to view specific data. Use bookmark options to select a saved view, update or delete a bookmark, and set a bookmark as your default view.

A bookmark that you create for a report group saves a personalized view using that group's filters. For example, if you create a bookmark in the Omnichannel historical report's Conversation tab, the bookmark applies to the Conversation, Queue, and Agent tabs, and doesn't include filters for the other tabs.

You can use bookmarks in all the out-of-the-box reports—Customer Service historical analytics, Omnichannel historical analytics, Omnichannel real-time analytics, and knowledge analytics reports.

Prerequisites

Grant Create, Read, Write, and Delete privileges to applicable security roles for the Report Bookmark custom entity. Configure user access to analytics and dashboards.

Create bookmarks

Tip

Images that include an icon that looks like this: may be expanded to show more detail. Select the image to expand it. To close it, press the Esc key.

In Customer Service workspace or Contact Center workspace, open one of the following reports, Customer Service historical analytics, Omnichannel historical analytics, Omnichannel real-time analytics, or Knowledge analytics.
On the report page, select a tab, such as Queue.
Use the report filters to customize the data in your view.
Select Bookmarks, and then select Create new.
Enter a name for the bookmark, and then save it.