As a RingCentral Supervisor and Systems Administrator utilizing Business Analytics Pro, I want the ability to perform multi-dimensional grouping (nested "Group Bys") and accurately track outbound performance mapped to specific Call Queues via Outbound Caller ID masks. This will allow me to seamlessly evaluate individual agent contribution directly within the scope of a shared queue across both inbound and outbound traffic streams without managing fragmented dashboards or executing manual data exports.

Current Pain Points & Behavioral Gaps:
Lack of Inbound/Outbound Parity for Call Queues: Currently, Call Queues are treated strictly as inbound containers. If a team of agents performs outbound dialing campaigns while utilizing the Queue’s phone number as their Outbound Caller ID mask, Business Analytics Pro logs those metrics exclusively under the individual User dimension. Selecting the Queue or Queue Agents dimension for outbound metrics yields zero results. This prevents leadership from assessing the true total volume (Inbound + Outbound) generated by a dedicated queue's operational footprint.

No Multi-Dimensional (Nested) Group Bys: The analytics interface currently restricts reporting widgets to a single "Group By" dimension. Users cannot view an overarching Queue dimension nested with a secondary User dimension in the same data grid. While a filtering workaround exists to isolate users by a single queue, it prevents administrators from viewing a master, comparative matrix of all queues alongside their respective handling agents simultaneously.

Proposed Solutions / Enhanced Capabilities:

Capability 1: Outbound Caller ID Mapping to Queues (Metadata Routing):
Introduce a backend metadata tracking option where any outbound call initiated by an extension utilizing a verified Call Queue number as their Outbound Caller ID mask attributes that specific outbound metric to the corresponding Queue container. This will allow the Queues and Queue Agents dimensions to display valid data when toggled to "Outbound" filters.

Capability 2: Multi-Dimensional Pivot Reporting (Nested Group Bys):
Enhance the charting engine in Analytics Pro to support a secondary "Group By" sub-dimension. For example, allow users to select Group By: Queues ➔ Then Group By: Users. This will output a structured hierarchical tree or nested data table mapping metrics like Total Calls, Talk Time, and Hold Time comprehensively across both organizational layers.