Group By in Signals Reports
Group By lets you slice a Signals report by a second dimension. So instead of seeing total conversation volume, you can see it split by call direction, contact type, AI model result, extended metadata, and more.
For example, you might use group by to see:
Eddy Effect by Classifier, broken down by Patient Journey Stage
Conversations Over Time, with a separate line per call direction
Question Response Count, segmented by an extended metadata field
Which Reports Support Group By
Group by is available on vertical bar, horizontal bar, and single line charts. These reports currently support it:
Contact Types
Conversation Volume (Bar)
Conversation Volume (Pie)
Conversations Over Time
Eddy Effect by Classifier
Eddy Effect by Question Response
Eddy Effect Over Time
Model Results Count
Patient Journey Stages
Primary Themes
Question Response Count
Reports that already use multiple lines, stacked bars, donut charts, tables, or insight cards do not support group by, as those chart types already display a second dimension.
What You Can Group By
All standard filters, Core AI models, and extended metadata fields marked as "groupable" are available for group by, with a few exceptions.
Some group-by options are disabled on specific charts where they don't apply. For example, you cannot group the Contact Types report by Contact Type, or an Eddy Effect report by Eddy Signal. Hovering over a disabled option will show "Not available on this chart."
You can select up to 50 values when grouping. If you exceed this, you'll see: "No more than 50 values may be selected at once for grouping."
How Charts Change When Grouped
Applying group by changes the chart type to accommodate the added dimension:
Vertical bar → Stacked vertical bar
Horizontal bar → Stacked horizontal bar
Single line → Multiple lines
Each bar or line represents one value from the group-by field, and each stack within the bar represents the original chart dimension. For example, grouping Conversations Over Time by Call Direction produces one line per direction. Grouping Contact Types by Patient Journey Stage produces one bar per Journey Stage, with each bar stacked by contact type.
If a grouped value has no data after filters are applied, it will not appear on the chart or in the legend.
Note: When group by is active, the "Compare to previous" option is not available.
How Sorting Works When Grouped
When group by is applied, the sort order is determined by the field you're grouping by, not the original chart dimension.
There are two sorting behaviors:
Fixed (semantic) ordering applies to fields that represent predefined states, stages, or categories like Model Results (Meets → Does Not Meet → N/A), Patient Journey Stages (in stage progression order), or Agent (A–Z). The order stays consistent regardless of volume, which makes it easier to compare across filters and time periods.
Dynamic (volume-based) ordering applies when grouping by Primary Theme or Primary Topic. Data is sorted from highest to lowest volume, the same way ungrouped theme reports work.
Group By and Chart Filters
Group by and chart filters work together on the same chart:
Chart filters determine what data is included
Group by determines how that data is displayed
If a grouped value has no data after chart filters are applied, it will be removed from the chart and legend entirely.
Example:
Chart grouped by Agent
Chart filter: Agent = Agent A, Agent B
Only Agent A and Agent B will appear. Any other agents are excluded.