Getting started with the Report builder – TrustYou CXP

The Report builder lets you create your own reports instead of relying on fixed, one-KPI-at-a-time exports. Combine metrics like Reviews, RPS, and Sentiment Score in a single table, add KPI cards and Bar charts for a quick visual read, decide how your data is organized, and export or schedule the result the way you need it. This article walks through how to build a report, which metrics work together, and what's different on Single Entity and Multi-Entity accounts.

Combine multiple metrics (KPIs) in one table instead of scheduling a separate report for each.
Build each table around what you need, with your own rows, columns, and filters.
Turn on a summary row to get a total or average per metric, with no spreadsheet math after export.
Compare your performance against your competitors in the same table.
Add KPI cards and Bar charts next to your tables, so key numbers stand out at a glance.
Send reports to anyone, CXP user or not, through a secure download link.

Note: The Report builder is in beta, so you'll see a BETA badge next to it. Your existing reports, like Multi KPI Detailed and Multi KPI Overview, stay available alongside it. We recommend the Report builder for your reports, since it gives you more flexibility and comes with Build with AI.

Important: Timeframes that include today (Month to Date, Quarter to Date, Year to Date, or a Custom date range that ends today) can show slightly different numbers than your dashboards and existing reports. That's because the Report builder pulls its data through a different pipeline. Does this mean your numbers will always be different? No. For any timeframe that ends yesterday, like Last 30 days or Previous Month, the numbers match.

How Building a Report Works

Start a new report and give it a name. Your report starts out empty, with three ways to add your first table or chart:

Add table: set up a table yourself, step by step.
Add chart: pick a KPI card or Bar chart and set it up yourself.
Build with AI (bottom right): describe the table or chart you want in plain words, and we build it for you.

Once your report has a table or chart, Add table and Add chart sit at the top of the canvas and again at the bottom, after your existing tables and charts.

Tables and charts share the same canvas, so you can reorder them together. For example, put your KPI cards at the top and your detailed tables below. You can also collapse any table or chart you're not working on. It keeps its title and its place in the report.

For reordering you can use this -

For collapsing, you can either collapse single widget or all at once for that use this functionality -

The steps below cover tables. For charts, see Adding Charts below.

Create a Table

Give your table a name, then choose its Table type:

Metrics (the default): each metric and timeframe you add becomes its own column, so you can compare several metrics side by side.
Time stepping: turns a single metric into a trend, with each period as its own column. You choose a Granularity (Weekly, Monthly, or Quarterly) and a Time range of up to the last 12 periods, for example the last 3 months. Every period is a complete one, so the week, month, or quarter you're in right now never shows up as a column.

Every table then goes through the same three steps, in this order: Rows, Metrics, and Table options. The order matters. What you pick in step 1 decides which metrics you can add in step 2.

Step 1: Choose Your Rows

Rows decide what each row of your table represents. You set them first because they determine which metrics are available in the next step.

Entity: one row per property. This is the default for every account.
Brand, Country, City, Continent, Sector: one row per group.
Custom segment: one row per segment you've set up (Multi-Entity accounts only).
Source, Language, Rating: one row per review attribute.
Sentiment Category or Sentiment Subcategory: one row per sentiment topic (available once you're building around Sentiment Score).

Use Row sub-groups to nest your rows under a parent group. You can group Entities (for example, under their Brand) or Sentiment Subcategories (under their Sentiment Category).

Note: On a Single Entity account, Rows offers Entity, Source, Language, and Rating, with Entity as the default. Sentiment Category and Subcategory are available too.

Step 2: Add Your Metrics

Add metrics based on what your Rows choice allows. A counter tracks two limits as you go: up to 10 metrics and up to 100 columns. One metric can add several columns, depending on its timeframe, comparison period, and supporting metrics. A metric and its CompIndex count as one metric. Go over either limit and you can't add the table to your report until you bring it back under the cap.

Each metric gets its own settings:

Timeframe: Last 7, 30, 60, or 90 days; Month to Date (by default), Previous Month, or Previous 3 Months; Quarter to Date or Previous Quarter; Year to Date or Previous Calendar Year; or a Custom date range. The "Last X days" options cover full days and end yesterday. Month to Date, Quarter to Date, and Year to Date include today. Relative timeframes move with the calendar. In a weekly report, "Last 30 days" always means the 30 days before that week's send, not the 30 days before you built the report.

Select the Preview to view how your table looks:

Compare to a period: Previous period or Same period last year. Then pick what the comparison column shows: the change, the compared period's value, or both. There's no default here, so you'll need to choose one.

Whenever you make any modification during the table creation, the Preview doesn't get auto-reflected. It will denote it using "Out of date". Use the "Refresh" button to refresh the table.

Include competitors: adds a competitor comparison to that one metric. It only shows when your row is Entity. See Comparing Against Competitors below for what changes in your table.
Your [KPI] will be default selected, along with CompIndex (you can remove the CompIndex if needed). Or select the Competitors too.

Apply for a specific selection: limits that one metric to specific Sources, Languages, or Ratings, without affecting the rest of the table. It only shows where it makes sense. For example, you won't see it on TrustYou Score.

Supporting metrics: extra columns inside a metric. They start deselected, so turn on the ones you want. Three metrics offer them. Response Rate offers Responded, Respondable, and Unresponded reviews. Sentiment Score offers Mentions, Positive mentions, Negative mentions, and Neutral mentions. Popularity Score offers Tripadvisor Rank and Rank Out Of, as two separate columns.

You can collapse the metric card and re-arrange them using the similar functionality:

You can also remove or duplicate the metrics, if needed:

Limits while creating a table: You can select upto either 10 metrics or 100 columns for a given table. Based on the table size we would recommend using either the PDF or excel during the export.

Note: Not every option above shows up for every metric. What's available depends on your Rows choice and on which metrics are already in the table.

Step 3: Set Your Table Options

Table options bring together everything that shapes how your table looks, in four sections:

Columns: use Group by to split each metric into one column per Source, Language, or Rating value you pick. If your table type is Time stepping, you'll see Granularity and Time range here instead. A table is broken down by time or by one of these attributes, never both.

Group columns by when the table type is "Metrics":

Group columns by when the table type is "Time stepping":

Individual competitors: only shows once every metric in your table has competitor comparison turned on and your row is Entity. See Comparing Against Competitors below. Default is "Don't include".

Summary: turn on Entity count and a summary row. Entity count adds a column right after your row column, showing how many Entities each row covers (for example, how many properties belong to each Brand). It's available when your row is an Entity attribute other than Entity itself, like Brand, Country, Sector, or Custom segment. The summary row shows a total or an average for each metric. You decide whether it shows, and we pick the total or average automatically per metric. If you use row sub-groups, each group also gets its own subtotal. Here's how the summary row works with Include competitors:
- If every metric in your table has Include competitors turned on, you won't see the summary row option. For example, a table with RPS and Reviews, both with Include competitors on, has no summary row option.
- If at least one metric in your table has Include competitors turned off, you'll see the summary row option. The summary row shows values in the columns of metrics without competitors, and stays blank in every column of metrics with competitors. For example, a table with RPS (Include competitors on) and Reviews (Include competitors off) shows the summary row option. The summary row shows a value in the Reviews column, and stays blank in Own RPS, RPS – Competitors, and RPS CompIndex.
- Group subtotals follow the same rule. They show values in the columns of metrics without competitors, and stay blank in every column of metrics with competitors.
- If Individual competitors is on, you won't see the summary row option.
- Default total row is hide.

Filters: narrow the table down to specific Entities, Brands, Countries, or whatever your row dimension is. See Filtering Your Table below.

Note: Apply for a specific selection and Group by never contradict each other. When you pick values in one, any clashing options in the other disappear.

Click Preview once you're happy with the setup to load your data. Your table only queries data when you preview it, so you can adjust settings freely before that. The preview shows 10 rows per page, and your export always includes every row.

Note: Click Build with AI and describe the table you want in plain words. It creates one table at a time and opens it as a preview. Check the result, then click Save to add it to your report. Leave without saving and the table is discarded. Once saved, you can edit it through the same three steps as any other table.

Which Metrics Work With Which Rows

Not every metric works with every row. Some, like Source Score, need a specific row (or a specific selection inside the metric itself) to make sense. Here's what each metric needs.

Reviews, RPS, and Response Rate

Rows: Entity, Brand, Country, City, Continent, Sector, Custom segment, Source, Language, or Rating.
Required selection: none.
Competitor comparison: yes, when your row is Entity.

TrustYou Score

Rows: Entity, Brand, Country, City, Continent, Sector, or Custom segment.
Not available when your row is Source, Language, Rating, or a Sentiment row.
Required selection: none.
Competitor comparison: yes, when your row is Entity.

Source Score

Rows: Source (every source is listed as its own row automatically), or Entity, Brand, Country, Sector, or Custom segment with a source picked inside the metric itself.
Required selection: when your row isn't Source, pick up to 10 sources inside the metric itself. Each one becomes its own column.
Not available when your row is Language, Rating, or a Sentiment row.
Competitor comparison: yes, when your row is Entity.

Note: If a Source Score stops receiving new data, we keep showing its last known score for up to a year. After that, the cell shows empty rather than zero, so an old score is never mistaken for a real score of 0.

Popularity Score (Tripadvisor)

Rows: Entity only.
Required selection: none.
Supporting metrics: Tripadvisor Rank and Rank Out Of, as two separate columns. Both stay blank in the summary row, since adding up or averaging ranks doesn't mean much. Popularity Score itself still gets a summary value.
Competitor comparison: not available for this metric under any row.

Sentiment Score

Rows: Sentiment Category or Sentiment Subcategory (every category or subcategory is listed as its own row automatically), or Entity, Brand, Country, Sector, Custom segment, Source, Language, or Rating with a category or subcategory picked inside the metric itself.
Required selection: when your row isn't a Sentiment row, pick up to 10 categories or subcategories inside the metric itself. Each one becomes its own column.
Supporting metrics: Mentions, Positive mentions, Negative mentions, and Neutral mentions.
Competitor comparison: yes, when your row is Entity.

Filtering Your Table

Filters narrow down which rows show up in your table. You set them once per table, and every metric in that table follows them.

Entity attributes are always available as filters, whatever your row is: Entity, Brand, Country, City, Continent, Sector, and Custom segment (Multi-Entity accounts only).
Your row dimension is always available as a filter too. If your row is Source, for example, you can filter down to specific sources.
If your row is Sentiment Category or Subcategory, you get both as filters, and they work together. Pick a category, and only its subcategories stay selectable.
Rating filters include No rating for reviews without a rating. Language filters include No language for reviews without text.

Note: Filters apply to your own Entities. When you filter by a Brand, you see your properties in that Brand, and each one's competitors come along with it if you've turned on competitor comparison.

Comparing Against Competitors

Every metric except Popularity Score supports a competitor comparison, as long as your table's row is Entity. Pick any other row (Brand, Source, Sentiment Category, and so on) and the option disappears for every metric in that table.

Here's what happens when you turn on Include competitors for a metric like RPS:

Own RPS replaces the plain RPS column and stays in place as long as the comparison is on.
RPS CompIndex is added automatically. You can remove it if you don't need it.
You can also add an RPS – Competitors column to see your competitors' value on its own.
Once every metric in your table has competitor comparison on, Individual competitors shows up under Table options. Turn it on to split your rows into your own Entity and each of its competitors. Each competitor-enabled metric then shrinks to two columns: RPS and RPS CompIndex.
In the summary row, the columns of any metric with competitors turned on stay blank. If every metric in your table has competitors on, or Individual competitors is on, the summary row option isn't available, since a total mixing your own and competitor data isn't meaningful.

Adding Charts

Charts give you a quick visual read next to your tables. Click Add chart and pick a chart type: KPI card or Bar chart.

Every chart has a name, shown as its title. It starts as the name of the metric you pick, and you can change it any time. The name can't be left empty.
Timeframe is required for every chart. You get the same timeframe options as in tables.
Filters are set per chart. They don't carry over from other tables or charts in your report.
Click Preview to load the chart's data, the same way you do for tables.
You can add charts to any report, including reports you built before charts were available.

KPI Card

A KPI card shows one metric as a single number, with an optional comparison. Set it up with:

Metric: any of the seven main metrics. For Sentiment Score, pick one category or one subcategory. Need more than one? Add another KPI card for each.
Timeframe: required, with the same options as tables.
Filters: optional. On a Single Entity account, Popularity Score, TrustYou Score, and Source Score have no filters, so you won't see the filter section for them.
Compare to a period: Previous period or Same period last year. Pick whether the card shows the change or the compared period's value. A KPI card shows one of the two, not both.
Supporting metrics: add up to three extra numbers under the main value. Response Rate offers Responded, Respondable, and Unresponded reviews. Sentiment Score offers Positive, Negative, Neutral, and Total mentions (pick up to three). Popularity Score offers Rank and Rank Out Of on Single Entity accounts. Reviews, RPS, TrustYou Score, and Source Score don't have supporting metrics.
Show this metric against your competitors (Single Entity accounts only): turns the card into a competitor comparison, with CompIndex as the main value. You can then add Your [metric] and Competitors [metric] lines under it. Both start off. It works for every metric except Popularity Score.

Note: Supporting metrics and Compare to a period work together. The competitors option only shows when both of them are off.

Bar Chart

A Bar chart ranks the values of one dimension, like your top sources by Reviews. Set it up with:

X-axis: what each bar represents, for example Source, Language, Rating, Brand, or Country.
Metric (Y-axis): Reviews, RPS, or TrustYou Score. TrustYou Score is available on Multi-Entity accounts only.
Timeframe: required, with the same options as tables.
Under Advanced options: Compare to a period (None, Previous period, or Same period last year), Show (Top or Bottom 5 or 10), and Filters.

Which X-axis values you can pick depends on your metric and account type:

Reviews and RPS: Entity attributes, Custom segment, Source, Language, or Rating on Multi-Entity accounts. Source, Language, or Rating on Single Entity accounts.
TrustYou Score: Entity attributes or Custom segment only. TrustYou Score is calculated per Entity, so there's no score per source, language, or rating to show.

The same options are available as filters.

Here's how your bars are picked and sorted:

Bars are sorted by your metric, highest first. This applies to both Top and Bottom.
Your selected timeframe decides which bars show up. With Compare to a period on, each bar gets a second bar for the compared period's value. Say you show your Top 5 sources by Reviews this month, compared to the previous month. The chart picks the five sources with the most reviews this month, then adds last month's count next to each one. A source that had lots of reviews last month but isn't in this month's Top 5 won't appear.
If you also filter by your X-axis dimension, the Top or Bottom ranking only includes the values you filtered to.
An X-axis value with no data in your timeframe doesn't appear. If fewer values have data than your Top or Bottom number, you'll see fewer bars.
An X-axis value with reviews but no metric value shows N/A in place of its bar. For example, a source whose reviews have no rating has no RPS. These values come after every value that has a bar.
"No rating" and "No language" are ranked like any other value, so they can show up anywhere, including first.

Note: Bar charts don't include a competitor comparison.

Convert a Bar Chart to a Table

Want to see every value instead of just the Top or Bottom 5 or 10? Convert your Bar chart into a table.

The table keeps the chart's metric, timeframe, filters, and compare-to-period setting.
Each X-axis value becomes a row, in the same order as the bars. Every value is listed, with no Top or Bottom limit.
After converting, you edit it like any other table.
Conversion only goes one way. You can't turn a table into a Bar chart, and KPI cards can't be converted.

Note: You can also create a KPI card or Bar chart with Build with AI. Describe the chart you want, check the preview, and click Save to add it to your report. Leave without saving and the chart is discarded. Once saved, you can edit it like any other chart.

Add a Table or Chart with "Build with AI"

Describe the table or chart you want in plain words, and Build with AI sets it up for you. It's the fastest way to get started, and you can fine-tune everything afterward.

What you can ask for:

Tables: metrics, rows (segmentation), timeframe, and filters.
Charts: chart type (KPI card or Bar chart), metric, timeframe, and filters.

Single Entity vs. Multi-Entity: What's Different

The Report builder works the same way for both account types. What changes is which rows and segments you have available.

Rows: Multi-Entity accounts can choose Entity, Brand, Country, City, Continent, Sector, Custom segment, Source, Language, Rating, or a Sentiment row. Single Entity accounts choose from Entity (the default), Source, Language, or Rating, with Sentiment Category or Subcategory added once Sentiment Score is in the table.
Metrics: both account types get all seven main metrics, including TrustYou Score and Popularity Score.
Segments: Custom segments are a Multi-Entity feature. A Single Entity account covers one property, so segmenting across properties doesn't apply.
Competitor comparison and Individual competitors: the same rule applies to both. Your row needs to be Entity.
Charts: both account types can add KPI cards and Bar charts. On a KPI card, the competitors option and Popularity Score's supporting metrics are for Single Entity accounts. The TrustYou Score Bar chart is for Multi-Entity accounts.

Exporting and Scheduling Your Report

Export as PDF (A4) or Excel, one format per report. Want both? Duplicate the report and switch the format on the copy.
Both formats include every row in your tables, not just the rows you saw in the preview.
In a PDF, wide tables split into stacked sections so no column gets cut off. Your row column repeats on every section (plus the group and Entity count columns, if you use them).
Each table's filters appear right next to that table in the export. In Excel, they sit on the table's own sheet.
Charts are included in both formats, in the same order as on your canvas, under their titles. That includes collapsed charts and charts with no data. A Bar chart exports only its Top or Bottom 5 or 10 bars.
In a PDF, charts appear as images. A page with a Top 10 or Bottom 10 Bar chart switches to landscape so every bar and label fits. All other pages stay portrait.
In Excel, a KPI card shows up as a card. A Bar chart is built as a native Excel chart, with its data table right next to it, so you can see exactly which data the chart is built from.
If a chart can't be generated, a short message appears in its place explaining why. The rest of your report is still delivered.
Every report, even a one-time export, arrives as a secure download link instead of a file attachment. The link works for 90 days with unlimited downloads, and you can send it to people outside CXP too.
Add up to 30 recipients per report.

Choose a one-time or recurring schedule, and pick the report's language. It defaults to your own account language, and you can switch to any language CXP supports.

Managing Your Reports

Duplicate a Table or Chart

Duplicate a single table or chart inside a report without touching the rest of it. The copy is added right away, named "[Table name] (copy)" or "[Chart name] (copy)," and you can edit it like any other table or chart.

Report Listing

The reports list is where you manage everything you've built: view, edit, or duplicate any report, and check each one's status.

See when each report was created and how its latest run went.
Click Generate now to produce a report ahead of its schedule.
Click Download again to get a report that's already been produced.

Duplicate a Report

Click Duplicate on a report from the reports list. The Report builder opens with all of that report's tables and charts loaded, under the name "[Report name] (copy)."
If the Report builder already has unsaved content, you'll get a warning that duplicating replaces it.
You set up delivery from scratch. The schedule doesn't carry over from the original report.
The duplicate is only created once you define a schedule. Leave without setting one, and nothing is saved.

Edit a Report

Open an existing report from the reports list, and the Report builder loads its full setup: tables, charts, metrics, filters, segmentation, and delivery settings. Edit tables through the same three steps, charts through their own settings, and the scheduler settings (schedule, recipients, format, and language) separately. Saving updates the report in place. Future deliveries use your changes.

Edit scheduler:

Edit content:

View a Report

Open a report to see it exactly as it's delivered.

The header shows the report's format (PDF or Excel), its schedule (for example, Weekly, Monday 08:00), and when it was last sent.
Every table and chart in the report shows real data, in a collapsible section, the same way it appears in the export.
Click Edit to jump into the Report builder and make changes.

Good to Know

A table can hold up to 10 metrics. A report can hold up to 20 tables and charts combined.
Past 15 columns, we recommend exporting to Excel. Past 20 columns or 10,000 cells, PDF is turned off for that table and only Excel is available. Past 100 columns, or at 500,000 cells, you can't add the table to your report.
You can sort by one column at a time. Sorting a second column replaces the first sort. With no sort applied, rows are listed alphabetically. "No rating" and "No language" rows sort like any other row.
Turning on row sub-groups (for example, Entities grouped under their Brand) turns off sorting for that table.
You can only save a table to your report after you've previewed it.