The Groups report is the detail page for a single ring group. It shows how that group has been performing: how many calls came in, how quickly they were answered, who picked them up, and what went to voicemail.

Getting to a group's report

Sign in to the admin portal.
In the left-hand sidebar, click Reporting, then Groups.
Click the card for the group you want.

The default date range is Past 7 days. Change it from the date-range button at the top.

When you'd open it

A customer's complained that no one's been picking up. Open that group, look at the answer-rate KPI and the Missed Calls table, and you'll see who called, when, and whether the call's been returned.

You're tuning a group's ring-time and order of members. Use this page to spot whether calls are routinely going to voicemail before the last person in the group has had a chance to answer.

You want to know whether a particular team member is carrying more than their share. Scroll to the per-member breakdown.

What you'll see

A KPI strip at the top of the page: Total Calls, Total Minutes, Avg Duration, Avg Time to Answer, Voicemails, Unique Callers. Each tile shows the value for the selected period and a change badge against the previous period of the same length.

Below the KPIs:

Outcome Details table, the count of calls that ended in each outcome (Answered, Missed, Voicemail, and so on), with the Missed by everyone row showing calls no one in the group picked up.
Calls Each Day, daily call volume into the group, stacked by outcome.
Calls Each Hour, hourly distribution. Useful for spotting whether your busy hours match your staffing.
Per-member breakdown, a row per group member showing their share of the group's calls (answered, missed, average handle time).
Missed Calls table, every call to this group that didn't reach a person, with the caller's number and time. Tabs let you switch between All Missed and Unreturned.

Filtering the report

The date-range button at the top is the main control. Pick a preset or choose a custom range from the calendar.

More filters narrows the report by call direction, outcome, and minimum call length. On a phone, More filters opens as a bottom drawer.

Filters update the URL as you change them, so any view you've set up can be shared by copying the URL.

Drilling deeper

Click Compare Team in the page header to open the People comparison with every member of this group preselected, side by side. From the page header you can also jump into the SLA report for a per-group SLA breakdown.

Show Legacy Report

The previous group view is still available via the Show Legacy Report link at the top of the page. It opens in a new tab. The legacy view is organisation-wide rather than scoped to this group, so the numbers will look different.

Related reports

What's the Groups list report? for the at-a-glance grid of every group.
What's the Overview report? for team-wide metrics.
What's the People report? for per-person performance.
Comparing people side by side for stacking team members next to each other.

For more on setting up groups, see How do I create Groups?.

What is the Groups report?