How to use the Report Builder — complete guide

When to use it

• You want to create custom reports in the Report Builder v2 version (with pivot, joins, PoP)

• You need advanced filters (across queries, multiple conditions)

• You want to use AI to generate queries and visualizations

Prerequisites

• Be logged in as a supervisor, CX Engineer or administrator

About this article

Welcome to the New Report Builder (v2) FAQ. This guide covers everything from field selection and creating filters to advanced features such as pivot tables, joins between tables, period-over-period (PoP) analysis and dynamic controls.

First steps

Field selection

What are dimensions and measures?

• Dimensions — groupings of the query (date, class, type, etc.)

• Measures — aggregations over those dimensions (sum, count, average, etc.)

Example: to query the total number of tickets per day, select a date dimension and a ticket count measure.

How to search for fields more easily

Use the search box above the field selector. By default it searches across fields and tables. You can refine it with:

• In use — only fields selected or filtered in the current query

• Field type — boolean, number, etc.

• Topic — limits to the fields of selected topics

• Label — filters by presence or absence

• Descriptions — filters by presence or absence

Advanced search operators

Advanced actions on a field

By hovering and clicking the three dots (or right-clicking), you get access to:

• Pivoting

• Aggregations

• Filters

• Primary key definition

• Hiding the field

• Duration creation (for timestamps)

Filters

Each dimension can be used as a filter. Different options appear for dates, numbers and text.

Multiple values

Separate the values with a comma: [bread, cheese]. If the value contains a comma, escape it with \: São Paulo\, SP.

Date filters

You can use:

• Absolute dates — 2022, 2023-01-01, 2021-Q4

• Relative dates — after 7 complete days ago, 1 year ago

• Flexible ranges — [start][duration] format

Examples

# First 10 days of 2023
[2023-01-01][10 days]

# 100 days ago for 10 days
[100 complete days ago][10 days]

# 1 hour ago for 2000 milliseconds
[1 hour ago][2000 milliseconds]

Accepted time units

Filter one tab by the results of another

With two or more tabs open, you can use the results of one as a dynamic filter in another.

1. Create a tab with the definition of the subset that will serve as the filter

2. In another tab, locate the corresponding dimension

3. Click the three dots on the dimension and select Filter → Is from another query

4. Choose the reference tab and dimension

Multiple conditions on the same field

Filter by multiple conditions (e.g. date in the last 30 days OR null) by clicking Add condition in the filter modal. Then choose whether all or any of the conditions must be applied.

Pivot (pivot table)

How to create it

Right-click any field in the selector and choose Pivot.

Flatten pivot

Turns pivot columns into individually filtered measures. You can create an "Others" grouping during the process. After flattening, the new measures appear under the query fields and the pivoted field is no longer active.

Pivot limits

Row totals

In Options, enable Row Totals. It adds a total column on the right. Only available in queries with at least one pivot.

Group measures

In Options, enable Group Measures in Pivot. It organizes the measures together within each group.

Fill null cells

Right-click the table and select Fill Missing Cells in Grid to replace nulls with zero. Useful when using SUMIFS over pivoted tables.

Custom fields and aggregations

How to create them

Use the + button in the field selector or the right-click menu on a field.

Quick aggregations

Right-click a field and select Aggregations.

Duration feature

Available on timestamp fields — it creates a field that calculates the time difference between two timestamps in configurable intervals.

Results table

Row limit

By default, 1,000 rows. It can be adjusted dynamically up to 50,000 rows with pagination. It only affects the display — not the rows processed in the database.

Select cells

• Click a cell to select it

• Click and drag to select a region

• Shift + click to select a range

• Cmd/Ctrl + click to add/remove

• Click the row number → selects the entire row

• Click the column header → selects the entire column

• Cmd/Ctrl + A → selects everything

• Escape or click outside → clears the selection

Copy data

Select and press Ctrl+C (Windows) or Cmd+C (Mac). The data comes in tab-separated format (compatible with Excel and Google Sheets). With Cmd/Ctrl+A, the column headers are included.

Edit calculation cells

Press Enter or double-click the cell. To save: Enter. To cancel: Escape. Shift + click inserts a range reference into the formula.

Reorder columns

Drag the header to the desired position.

Display options

In Options:

• Column width (auto or manual)

• Header text (clipped or wrapped)

• Show the view name above the header

• Enable column totals

• Enable row totals (pivots only)

• Transpose rows and columns

• Group measures in pivots

Column totals

When you enable Column Totals, a total row appears in the footer. Right-click the total to customize it (switch from sum to average, for example).

Download the results

Click Tab → Download or the download icon.

• Format: CSV, XLSX or JSON

• Apply data formatting — preserves number and date formatting

• Row limit — current limit, all possible rows, or a custom value

Sorting by multiple fields

Sort the first field normally. Then, hold Shift while clicking the following fields to add secondary sorts.

Period-over-Period Analysis (PoP)

What it is

A business intelligence technique that compares metrics from a recent period with the same period in the past (this month vs. previous month).

How to enable it

In the field selector, click the three dots of a date dimension and select Period over Period. Two selectors appear above the table: one for the current period and another for the comparison period.

Above the results panel, two dropdown menus: select the current period in the first and the comparison period in the second. By default, comparison options are based on relevant ranges — you can customize them.

Customize comparison periods

The periods have default options, but you can customize them freely. The exact parameters are visible in the information icon on the table.

Filling in missing data

How to fill in missing rows

Right-click the dimension and select Fill Missing Rows.

Supported field types

• Dates with a defined range

• Enumeration fields (bins and groups defined in the data model)

Notes

• For the classic version of the builder: How to use the Report Builder

• To learn about the available tables and columns: Explanation of the Report Builder columns

• To use standard reports instead of customizing: Overview of the Cloud Chat standard reports

• To extract data via API: How to extract data in batch via API (Data Extract API)