Report Definitions
Index of what each row type represents on a report, and what to expect in the resulting rows and columns.
Report Definitions indexes every row type available in Create Report, explaining what a row of that type represents and what the resulting report looks like. See Row Types for how the underlying Summary, Record-Level, and Time-Based styles differ, and Metric Definitions for the metrics available on each row type.
A configured account code, applied by agents to calls or chats to track the reason for the interaction.
An individual agent.
A single change made in the software.
A single call.
How a call originated: Inbound or Internal.
A single event within a call, such as Queue, Ringing, or Talking.
A distinct caller ID value.
A grouping by email interactions handled through the Email channel.
A distinct external (outside the phone system) phone number.
A single agent feature instance, such as Do Not Disturb, or a Group/Skill or Extension login/logout.
A phone-system group — a collection of agents who handle similar tasks and receive the same kind of incoming calls.
A local number — a main line or direct agent number within the phone system.
A grouping by SMS/text messaging interactions.
No grouping at all — the overall summary totals across everything in scope.
A configured reason code, applied by agents to explain a DND, group login/logout, or extension login/logout event.
A CCaaS role — a named set of agents.
A Contact Center skill (queue).
A tag applied to a call or event.
A time interval — hour of day, day of week, week of month, or month of year.
Updated about 6 hours ago