Overview
Groupings pull together rows that share a matching value in a specific field, producing one consolidated row per distinct value. They are most effective when used alongside summary functions; groupings define what to consolidate around, and summary functions determine how to aggregate the other fields' data.
The order in which you apply groupings and summary functions does not matter, but using both together is what produces meaningful, accurate results.
If every field in a report has a summary function applied, a grouping is not required; the entire dataset will already be reduced to a single row.
Applying a Grouping
Open the Grouping tab in the side configuration panel.
Click the (+) icon to add a new grouping.
Select the field you want to group by from the drop-down.
Click "Build" to apply.
A common example is grouping by Agent Name, which produces one row per agent in the report.
Groupings and Summary Functions Together
Applying a grouping alone, without summary functions on the other fields, will only show the top-most row of data associated with each group. For example, grouping by Agent Name without summarizing the other fields shows one row per agent, but the values for Wait Time, Talk Time, and Hold Time would only reflect a single interaction for each agent, not their totals or averages.
To make the data accurate and meaningful, apply summary functions to the remaining fields. Working column by column is a helpful approach:
Field |
Recommended Function |
Result |
|---|---|---|
Agent Name |
Grouping field |
One row per agent. A filter can optionally be applied to highlight or exclude specific agents. |
Queue Call Manager ID |
|
Total number of interactions each agent handled over the report's timeframe. |
Wait Time |
|
Each agent's average wait time per interaction. |
Agent Talk Time |
|
Each agent's average talk time per interaction. |
Agent Hold Time |
|
Each agent's average hold time per interaction. |
Applying Multiple Groupings
Multiple groupings can be added to a single report. For example, adding Communication Type as a second grouping alongside Agent Name breaks each agent's data down further by interaction type, showing how many interactions of each type the agent handled and their average metrics per type.
Grouping Order Matters
When multiple groupings are applied, the order they appear in the Groupings tab affects how the data is organized. Reordering the groupings will change the layout of results. Experiment with the order to find the arrangement that best presents your data.
The same groupings applied in a different order will produce a different visual layout. Neither order is incorrect, the best order depends on what aspect of the data you want to highlight first.
Date/Time Grouping
In addition to field-based groupings, a Date/Time grouping can be applied independently or alongside other groupings. Toggle it on in the Groupings tab, then select an interval from the drop-down:
By year
By month
By week
By day
By hour
By minute
When combined with other groupings, the date/time grouping adds another level of granularity to each row.
A report grouped by Agent Name, Communication Type, and Date/Time (by day) produces one row per agent, per communication type, per day, allowing you to see how each agent's metrics varied across specific dates and interaction types.