Admin & setup
What is the Groups report?
Per-group performance: volume, answer time, voicemails, and a per-user breakdown.
The Groups report shows how each of your ring groups is performing: how many calls came in, how quickly they were answered, who picked them up, and what went to voicemail.
Getting to the Groups report
- Sign in to the admin portal.
- In the left-hand sidebar, click Reporting > Groups.
- Pick the group you want from the list.
Use the date picker in the top right to change the range. Hover over any tile or chart point to see the underlying numbers.
Tiles
The page shows six summary tiles across the top of each group's report.
- Total Calls: every call that reached the group during the selected range, regardless of how it ended.
- Total Minutes: the total time spent on answered calls into the group.
- Avg Duration: average answered-call length. A good sanity check for whether calls are running long or being rushed.
- Avg Time to Answer: average wait time before someone picks up. Useful for tuning ring time and group size.
- Voicemails: the number of calls that ended in voicemail rather than a person.
- Unique Callers: how many distinct numbers called the group. Pair this with Total Calls to gauge repeat callers.
Tables
Below the tiles are two tables.
- Missed Calls: every call to this group that didn't reach a person, with the caller's number and time. Good for follow-up.
- Users Detail: a row per group member showing their share of the group's calls (answered, missed, average handle time, etc.).
Show Legacy Report
If you preferred the previous layout, click Show Legacy Report at the top of the page to switch back. The legacy view is being retired, so we'd love any feedback on what's missing from the new one.
Related reports
- What's the Cradle dashboard? for live team presence and group availability.
- What's the Overview report? for team-wide call metrics.
- What's the People report? for per-person performance.
For more on setting up groups, see How do I create Groups?.