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Conversation summary reports

The summary report family aggregates conversation statistics — totals, durations, sentiment averages — instead of listing individual conversations. All variants share the same summary columns; they differ in how rows are grouped.

The report types

  • Calls Summary Report — the flexible base type: group rows by group, user, topic, tag, client, ACD queue, disconnect cause, scorecard, or custom-field values. A single report can combine several grouping dimensions.
  • Calls Summary Report by Group — one row per group.
  • Calls Summary Report by Users — one row per user, with optional user columns (login, groups, extensions).
  • Calls Summary Report by Interval — one row per time bucket: year, quarter, month, week, day, hour, or 30/15-minute intervals. Best for volume-over-time analysis.

What the rows can show

For each row (group, user, interval, …) you can include measures such as:

  • conversation counts — total, by direction (inbound / outbound / internal / external / unassigned), and per weekday;
  • durations and minutes — total, average, and maximum, also split by direction;
  • talk, hold, in-queue, and after-call-work time (where your telephony platform provides them);
  • sentiment — counts of conversations per sentiment bucket (overall, agent-side, and customer-side) and average sentiment scores;
  • evaluation (Auto QA) measures — total, passed, and failed evaluations and average scores;
  • custom-field averages and totals for numeric AI insight fields (for example average CSAT);
  • screen recording counts, minutes, and file sizes.

See the column reference for exact column names.

Drill down to the conversations

Summary rows include a View calls link (unless hidden in the template) that opens the conversations behind the row's numbers — for example, the conversations of one group in the report period, with the report's filters applied.

Create one

  1. Go to Reports, click Create, and select the summary type you need.
  2. Pick the grouping (dimension) columns and the measures, then configure filters, chart, and other settings — see Creating report templates.
  3. Run the report.