Report Builder
The Report Builder is the visual report editor: you choose the fields, define the groupings, and the product calculates the result in real time.
The screen
After choosing the report type in the first step, the editor opens in three areas:
| Area | What it does |
|---|---|
| Field sidebar | All the fields available for that type, with search |
| Middle panel | The Groups, Columns, and Filters tabs |
| Preview | The result grid, updated automatically |
Step by step
- Choose the report type — contacts, conversations, users, or channels.
- Add columns — drag the fields from the sidebar to the columns area. The order is the display order.
- Define the groups — drag fields to the groups area to create nested levels. Each level generates subtotals.
- Configure the aggregators — per column, choose the function: count, sum, average, minimum, or maximum.
- Apply filters — the same operators and combinable logic as the display lists.
- Preview — the grid updates on its own as you edit.
- Save and run or Save and close.
Toolbar
| Button | What it does |
|---|---|
| Undo / Redo | Goes back and redoes assembly changes, in the session's memory |
| Save and run | Saves the report and opens the result |
| Save and close | Saves and returns to the previous screen |
| Properties | Name, description, and other attributes of the report |
How the result is calculated
The engine groups the data with ROLLUP: in addition to the rows of each group, it produces the subtotals of each level and the grand total. The results respect the row limits — very detailed reports are cut off, and the aggregate remains correct.
Charts
The same report you build in the grid can be presented as a chart — it is what turns "how many services per queue" into a two-second read. The chart reuses the report's groupings as axes.
Available types
| Chart | How it reads the data |
|---|---|
Bars (bar) | Compares categories; accepts series |
Columns (column) | Same as bars, vertical; accepts series |
Lines (line) | Trend over time; accepts series |
Area (area) | Trend with volume; accepts series |
Donut (donut) | Composition of the whole in one turn; accepts a total in the center |
Pie (pie) | Composition of the whole |
Funnel (funnel) | Drop between stages, in the report's order or by value |
Heatmap (heatmap) | Crosses two groupings showing where the concentration is |
The composition charts (donut, pie, funnel) show one value per category; the comparison ones (bars, columns, lines, area, heatmap) accept the second grouping column as a series.
Building the chart
| Setting | What it defines |
|---|---|
| Type | One of the eight above |
| Group by | The axis of the categories |
| Series | The second dimension, when the chart accepts it |
| Measure | The count of records or an aggregated column (sum, average, minimum, maximum) |
| Stacking | None, stacked, or 100% |
| Show values | Writes the number at each point |
| Show percentages | Slice as a percentage (composition) |
| Group smaller ones into "Others" | Joins the small categories into one |
| Show total | Total in the center, on the donut |
| Funnel ordering | The report's order, from largest to smallest or the opposite |
| Legend | No legend, at the top, on the left, on the right, or at the bottom |
Rules the product applies
- The chart requires a report with a grouping.
- The axes are the first grouping — or the first and the second, in any order; and they cannot be the same column.
- The heatmap requires a series.
- Stacking (stacked or 100%) only on bars, columns, and area, and always with a series.
- Percentages and "Others" only on donut, pie, or funnel, and only over a measure that sums — count or sum. Average, minimum, and maximum do not sum, so a slice of them means nothing.
- Total only on the donut, and also only with count or sum.
- 100% stacking requires count or sum.
An invalid chart is refused with the reason for the failure, pointing to the column or the setting with the problem — including when the configuration arrives via API or MCP.
Which chart to use
| Question | Chart |
|---|---|
| Who serves the most? | Bars or columns |
| How does the volume evolve over the month? | Lines |
| Which channel accounts for most of the services? | Donut |
| Where does the customer give up in the funnel? | Funnel |
| On what day and time does the queue fill up? | Heatmap with series |
| How much does each queue represent of the total, with the total in view? | Donut with total and percentages |
Mobile
On narrow screens (below 768 px) drag and drop is replaced by field search, which adds the item with a tap. It is the same editor, with no drag gesture.
When to use the Report Builder
| Situation | Path |
|---|---|
| Measure the service operation | A conversations report, grouped by queue and by agent |
| Follow the sales funnel | A contacts or opportunities report, grouped by stage |
| Audit usage by user | A users report |
| Compare channels | A channels report |
| Extract a list for a campaign | A contacts report marked as campaign audience |
A saved report is a contract: the same slice the board sees on screen can be the same one that feeds a campaign. If the criterion changes, change the report — do not create a second one.