Every report built in Create Report is built around a row type, and every row type falls into one of three underlying styles: Summary, Record-Level, or Time-Based. The style determines what a report's rows represent and what columns are available. The Rows field shown when selecting a row type identifies which style a report will produce.

Summary Reports

Summary reports aggregate values — totaling or counting them — for a given grouping, rather than listing individual records. Each row represents one member of that grouping (one agent, one account code, one tag, and so on), with columns showing totals, averages, or percentages for that member.

Row Type	What It Represents	What to Expect on the Report
Account Code	A configured account code, applied by agents to calls or chats to track the reason for the interaction	One row per account code, with call/chat counts and durations tagged with that code
Agent	An individual agent	One row per agent, with call, chat, and feature totals — such as answered/missed call counts, talking duration, and time spent in states like DND or After Call Work
Call Direction	How a call originated: `Inbound`, `Outbound`, `Internal`, `Callback`	One row per direction, with call totals and durations for that direction
Caller ID	A distinct caller ID value	One row per caller ID, with call totals, durations, and the external number(s) associated with it
External Number	A distinct external (outside the phone system) phone number	One row per external number, with call totals and durations tied to that number
Group	A phone-system group — a collection of agents who handle similar tasks and receive the same kind of incoming calls	One row per group, with call totals for that group
Local Number	A local number — a main line or direct agent number within the phone system	One row per local number, with call totals and durations for calls to that number
None	No grouping at all	A single row — the overall summary totals across everything in scope, the same summary shown at the top of every other report, without any breakdown beneath it
Reason Code	A configured reason code, applied by agents to explain a DND, group login/logout, or extension login/logout event	One row per reason code, with counts and durations for how often and how long it was used
Role	A CCaaS role — a named set of agents	One row per role, with totals for the agents assigned to it
Skill	A Contact Center skill (queue)	One row per skill, with Contact-Center-specific metrics — calls, chats, queue callbacks, and time agents spent logged into or ready for that skill
Tag	A tag applied to a call or event	One row per tag, with call/event totals associated with it

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Messaging and Email
Messaging and Email also appear as summary row types, grouping totals by SMS/text and email interactions respectively. Detailed column references for these two are not yet available from the live site the way they are for the row types above — treat their available metrics as unconfirmed until documented.

Record-Level Reports

Record-level reports list one row per individual record rather than a total. Each row represents a single call, call event, feature, or audit event, identified by a searchable ID.

Row Type	What It Represents	What to Expect on the Report
Audit Event	A single change made in the software	One row per audit event, identified by an Audit Event ID, with columns for the user account, access level, timestamp, and a description of the change
Call	A single call	One row per call, identified by a Call ID searchable in the CCaaS database and in Cradle to Grave, with columns for the call's parties, duration, whether it was answered, and any attached account code or notes
Call Event	A single event within a call — such as Queue, Ringing, or Talking	One row per event, identified by an Event ID, with columns for the associated agent, tag, and start/end time
Feature	A single agent feature instance — such as Do Not Disturb, or a Group/Skill or Extension login/logout	One row per feature instance, identified by a Feature ID, with columns for the agent, feature type, duration, and reason code

Time-Based Reports

Time-based reports aggregate values the same way summary reports do, but bucketed by a time interval instead of by agent, group, or another grouping.

Row Type	What It Represents	What to Expect on the Report
Time	A time interval — hour of day, day of week, week of month, or month of year	One row per interval, with the same kind of totals as a summary report, optionally broken into per-agent or per-skill sub-reports — useful for identifying peak or slow periods for staffing purposes

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Service-Level Formula Values
Time reports offer a small number of values built from an editable formula rather than a plain total — for example, % Calls Answered w/in SLA divides calls answered within a configurable service-level window by total answered calls. The service-level window itself is adjusted through the Speed of Answer filter criteria when configuring the value.