Some reports are summary reports that are not grouped and do not have sub totals. These are the 'At A Glance' reports for ACD Skills, ACD Agents, Customers, wrap-up Codes, and Break Time Codes, and the ACD Agent Completed Call report

 

 

You will see 'No Group By options' in the 'Group Report By' field of the Report Options slide out. The report generated will have just one summarized entry for each selected item, and in the 'At a Glance' reports, grand totals if you've set that option in the Report Options Configuration.

 

 

An example of the 'ACD Skills at a Glance' report is shown above to illustrate a report with no 'Group By' options.

 

When you select a report that does have Group By options then the 'Group Report By' field in the Report Options slide out will show the following text

 

 

Different types of report can be grouped in different ways to suit your needs.  The 'Group Report By' drop down list will hold all the grouping options that are available for the selected report.

 

 

 

 

You select the grouping option that gives you the report you want. Some examples follow of the same report but with different group by options.

 

 

 

 

The data is the same but the different grouping options generate reports that present the data in different ways.