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Drilldown reports turn a conversation population into a table you can explore. Choose the conversations with filters, organize the rows with Group By, and compare counts across columns with Split By. Select any count to open its conversations in Search. Use a report to answer questions such as:
  • Which categories have the most unresolved conversations?
  • Which teams or customer segments account for urgent work?
  • How has category volume changed from week to week?
  • Which conversations sit behind a particular status or tag count?
The report examples use six synthetic conversations filtered by the docs-handle-time tag: three Orders conversations and three Accounts conversations. The library image separately illustrates saved report management. Use your own tags and dates when following the examples in your organization.

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Before you start

You need permission to read conversations to run and export reports. Owners, Administrators, Team Leads, and Users can create and change saved reports. Owner or Administrator access is required to configure Custom Dimensions. Reports use indexed production conversations managed by CXP; test conversations are excluded. Recent conversation updates can take time to appear in the index.

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Open the report library

Open Reporting → Drilldown Reports. The library shows each report’s name, description, grouping hierarchy, update time, and updater. Search by name or description, change the sort, or select a report to open it. Select New Report to create a report, or Import to start from an exported configuration. Row actions let authorized authors export or delete reports; select rows to delete several at once. Deletion removes the saved report configuration, not its conversations.
Drilldown report library with saved report names, descriptions, grouping hierarchies and update details

The report library, populated with synthetic examples of category, tag, status, priority, assignment, and team reports.

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Create and configure a report

  1. Select New Report, enter a name and optional description, and select Create.
  2. Describe the population, grouping, and comparison you want in the Description area. Select Apply to generate a configuration.
  3. Review the generated filters, Group By, and Split By. Adjust them manually as needed.
  4. Inspect the results, then select Save to keep the configuration.
A new report starts with the last 30 days in UTC, the three category levels, and Created columns grouped by week. Apply generates settings; it does not save them. Changes to filters, grouping, splits, or date intervals refresh the results automatically. Use the header’s refresh icon to rerun the same report.

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Describe what you want

Include the population, row hierarchy, and comparison in the request. For example:
For a workload report, try:
Review the generated controls before using the results. The controls make the actual configuration visible and let you correct an ambiguous description. Editing the description alone does not change the report’s criteria; select Apply to generate a new configuration from it.

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Choose the conversation population

The keyword and filter controls work like Search. Use Filter to add conditions such as Status, Priority, Assigned, Organization, Team, Pending On, Tags, Media, Category, Handle Time, Elapsed HT, or a configured custom dimension. You can include, exclude, disable, edit, or remove filter chips. Handle Time and Elapsed HT accept exact values or inclusive numeric bounds in seconds. Handle Time uses recorded completed-cycle totals; Elapsed HT also includes eligible agent work in progress at the run’s fixed cutoff. See handling-time filters for the controls and missing-data distinction. The Created filter selects the date range. Open it to choose a preset or custom bounds and review the timezone. Separate chips are combined with AND; multiple selected values within one chip are alternatives, combined with OR. For example, one Status chip containing Open and Pending includes either status. Adding a Priority chip containing Urgent narrows that population to urgent work.

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Choose rows and columns

Available properties include the category and handoff hierarchies, tags, media, agent and assignment properties, status, priority, organization, team, pending party, Elapsed HT, and configured custom dimensions. Grouping by a property does not filter it out of the population. Elapsed HT is a built-in numeric property: use it in Group By or Split By without creating a Custom Dimension. It groups exact whole-second values, rather than automatic duration bands. Conversations without usable progress appear in the zero group, so that group can include fallback values as well as recorded zeroes. Add numeric filters to focus on a particular duration range.
Drilldown report grouped by the built-in Elapsed HT numeric property without a Custom Dimension definition

Group directly by Elapsed HT to count conversations at each whole-second value. Active work is evaluated at this report run's cutoff.

Group By and Split By sit alongside the filters and wrap when needed. Changing group order changes the question: Team → Category shows categories within each team; Category → Team shows teams within each category.

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Example: inspect work inside a category

Configure the first example above. The six-conversation sample has three Orders conversations, all Resolved, and three Accounts conversations: two Resolved and one Open. Expand Orders → Delivery → General or Accounts → Access → General to inspect the complete category path.
Category hierarchy report showing Orders and Accounts, AHT, and status split counts

Six conversations grouped by category. Orders has three Resolved conversations; Accounts has two Resolved and one Open.

The left metrics describe the entire row. The colored cells on the right show how many conversations also match each split value. Darker green means a larger count within the returned split cells; it is a visual comparison, not a quality or SLA indicator.

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Open a main count or a split count

  • Select Orders Count 3 to open all three Orders conversations matching the report’s filters.
  • Select Orders Resolved 3 to add the Resolved status condition. All three Orders conversations match it in this example.
  • Select a nested row’s count to include every category level in that row’s path.
Search opens with the complete criteria visible as editable chips. For the Resolved cell, those criteria include the report’s date range, the docs-handle-time tag, Category Orders, and Status Resolved.
Search results from the Orders Resolved cell, showing date, tag, category and status filters with Handle Time values

The Resolved cell opens three Orders conversations in Search. Every condition can be inspected or edited.

You can refine the criteria or select Save as View to reuse them, if your role permits personal View management. See Using Views. A zero-valued cell also opens Search with its criteria. Cell links carry the report’s resolved date bounds. A View created from a cell therefore preserves that specific range; change its date filter if you want a rolling range such as Last 30 days. Conversations may change between the report run and your Search request, so results are a current query, not a saved snapshot. For Elapsed HT, the count link also carries the report’s calculation cutoff so the linked query uses the same elapsed-time boundary. Refresh starts a new run with a new cutoff. Source data can still change between requests.

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Separate conditions on the same property stay ANDed

Suppose a report is filtered to Tags tag-a and split by Tags. Opening the tag-b cell adds another Tags condition:
Search displays separate chips for those conditions, and saving as a View keeps them separate. Putting tag-a and tag-b together inside one chip instead means either tag. This distinction also applies to custom dimensions that emit several values.

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Example: compare weekly volume

Use this description, then select Apply:
Select Week above the table if needed. Switch to Day for daily detail or Month for a broader comparison. The interval controls appear for Created and Updated calendar splits; they do not appear for Status or Tags.
Weekly conversation volume report with Category rows and Created date split columns

Compare category volumes across weeks while the row metrics stay fixed on the left.

Date columns use the report timezone. The first or last bucket can cover only part of a week or month because the report’s date filter still applies. Opening a date cell adds that column’s interval to the existing report and row filters.

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Example: report on a business classification

Create the Support Segment dimension in the Custom Dimensions walkthrough, then choose it in Group By and choose Status in Split By. The six-conversation sample produces two VIP, two Returning, and two Standard conversations. VIP and Returning are all Resolved; Standard has one Resolved and one Open conversation. The dimension gives VIP precedence when both the vip and repeat-customer tags are present.
Support Segment report showing two conversations in each segment, AHT, and status splits

The six conversations divide evenly across VIP, Returning, and Standard.

Custom dimensions can be used as filters, row levels, or the split property. Their count cells support the same Search navigation as standard properties.

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Understand the metrics and table controls

A dash in a metric means there is no measurement; a recorded zero is a real value. Elapsed HT grouping has a separate zero fallback described above. Parent metrics are calculated from the parent’s own population. Tags and multi-valued dimensions can put the same conversation into several groups, so child and split counts need not add up to their parent. AHT follows Avg TTA. Each conversation with a recorded Handle Time contributes once to its row’s average; missing values are excluded and recorded zeroes are included. Parent AHT is calculated from the parent’s conversations, not by averaging child averages. Averages are rounded only for display; sorting and Excel keep the numeric seconds. In this sample, Orders has Handle Time values of 0, 60, and 120 seconds, giving an AHT of 60 seconds. Accounts has one value of 90,061 seconds and two missing values, so its AHT is 90,061 seconds. Across all six conversations, the four recorded values average 22,560.25 seconds. Missing values do not enter the denominator, and averaging the two category averages would give the wrong result. Handle Time measures human-agent responsibility while a conversation is Open; AI, team-assigned, and Pending time are excluded. Report filters select conversations rather than limiting their recorded handling to the filter’s date range. See Conversation Handle Time Reporting for the calculation rules, reopening behavior, and practical report examples. Above the table, the left side shows the total and Created range used by the result. Filter on the right searches row labels; it does not change the conversation population. Select a column heading to sort within each group, or use the Expand all / Collapse all icon. Scroll horizontally for more split columns: Name through AHT stay fixed, with a shadow at the edge.

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Save, export, and maintain reports

Click the title to rename a report. Enter or clicking outside accepts the title edit; Escape cancels it. Select Save to persist configuration changes, or Reset to restore the last saved configuration. Leaving with unsaved changes opens Keep editing / Discard changes. The Export menu provides two different outputs: Custom dimensions referenced by an imported report must already exist in the destination organization. Compatible legacy report configurations can also be imported; unsupported filters are rejected visibly. When available, Ask Analyst starts a private analysis session from the report. It is disabled for reports using custom dimensions, or Elapsed HT as an enabled filter, grouping, or split, because Analyst cannot execute those calculated values. Numeric keywords can also disable the action because those searches can depend on the calculated value. Ordinary word keywords and a report’s recorded AHT metric alone do not disable Ask Analyst. Report exports remain available.

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Troubleshooting and limits

Reports discover up to 100 values per branch or property split, plus missing values, and show a warning when values are omitted. Returned cells are counted using their complete conditions. Export contains the returned tree, not any omitted groups. Very large cell-filter URLs may require simpler criteria.