Business Insights - Groups Report

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The Groups Report in Business Insights is where you will go to see reporting broken down by Groups. You will be able to see metrics for all groups and you'll even be able to then view reports for the specific agents in each group. The Groups Reports are based on the work performed by agents who are members of the individual group.

For example, since Bob is in the Support group, the actions taken by Bob will be shown in the Groups Report for the Support group, whether or not the specific case in question is still assigned to Bob.

Sites on the Pro plan and above will default to the Dashboard Report. Otherwise, you should see the Overview Report instead. To access this report, click on the Dashboard Report or Overview Report drop-down menu, then select Groups.


Once the report loads you'll see a graph with each channel where you can selectively turn them on and off by clicking the Channel names at the top of the graph, just as in the Overview report. You can also isolate a single channel by clicking on that channel’s bar within the bar chart. Below the graph there will be a list of your groups with the individual metrics for each group.

By clicking the right facing arrow in the metrics headings, you can change the page to the second set of metrics. Once you're on that second page the arrow will now face left and you can click it to go back.


You can also click each column heading to sort your report by that metric. You'll see the graph adjust to focus on those specifics sets of statistics. The example below has been sorted by Average Time to First Response.

If you want to see a graph showing only certain groups you can selectively choose which groups are enabled. In the list of groups you can click the row number to disable or enable those agent statistics. A disabled group, for example the CSM group will have its row lightened as below.

In addition, you can click on a specific group name and the Agents Report will load and show only the specific agents who are members of that group. Again, you'll be able to click on the column headings and sort the report by that specific metric.

You can also click on any of the metrics in the table and the Case Level Report will load and display the specific cases that were used to calculate that metric.  You will be able to click on the column headings to sort the report by that specific metric, and you’ll be able to click on the case ID to load that case in the Agent.

Once you’ve configured your report to the way you like it (date range, channels, graphed metric), you can Save Reports as Favorites by clicking on the left hand button in the upper-right corner. This will allow you to retrieve that specific report at any time in the future with just a couple of clicks.

Once a report is saved, you will find it on the main report drop down menu:

The Export & Share functionality, accessed similarly to Favorites. For Export & Share click on the middle button in the upper left corner.

This feature allows you to access the report data for use in a spreadsheet or other analytical tool, or to share a report link with another user, which will display the report exactly as you’ve configured it (date range, channels, graphed metric) when they open it in Business Insights

The report will show exactly as you’ve configured it (date range, channels, graphed metric) when they open it in Business Insights

Export and Share includes 3 options:

Download: download a .csv file of the data in the report

Email: send a .csv file of the report’s data to another

Link: copy a link that you can send to another user which allows them to see the report as you’ve configured it


Want to know more about the metrics covered in our Agents report? Check out our Business Insights Metrics Glossary.