Filter data in reports and dashboardsUpdated an hour ago

Filters let you refine the data shown in your Analytics reports and dashboards. You can also save filter combinations to apply across reports and dashboards when you need them.

Apply filters

When you're viewing a report or a dashboard, you can add filters to narrow the scope of the data you're looking at. Click the dropdown menus at the top of each report or dashboard to apply filters, and adjust the logical operators (for example: is one of or is not one of) to suit your needs.

1. Click the dropdown menu in the top-left corner, then select  Analytics.
2. Select a report or dashboard from the menu.
3. At the top of the report or dashboard, click + Add Filter.
4. Search for and select the filter you'd like to apply.
5. Select a logical operator (for example: is one of or is not one of), then select the value.

Manage saved filters

If you find you're consistently applying the same filters when viewing your reports, save them as a saved filter to reuse across reports and dashboards. You can also pin a saved filter to a dashboard so it loads pre-applied for everyone who views it. A pinned filter becomes the dashboard's default filter.

Saved filters and pinned defaults are available on most reports and dashboards. To check whether your report supports them, look for the Save filters button at the top of the report. If you don't see it, saved filters aren't available on that report.

Save a filter

1. Click the dropdown menu in the top-left corner, then select  Analytics.
2. Select a report or dashboard from the menu.
3. Apply and adjust the filters.
4. Click Save filters.
5. Give your saved filter a name, then click Save.

Apply a saved filter

A saved filter remains applied as you move between reports and dashboards, until you choose to remove it. If you open a dashboard with a default filter, it takes precedence over the saved filter you've applied.

1. Click the dropdown menu in the top-left corner, then select  Analytics.
2. Select a report or dashboard from the menu.
3. Click Apply Saved Filter, then select a filter.
4. To remove the filter, click the X icon in the top-right corner.

Edit or delete a saved filter

You can adjust, duplicate, or delete any saved filter.

1. Click the dropdown menu in the top-left corner, then select  Analytics.
2. Select a report or dashboard from the menu.
3. Click Apply Saved Filter, then select the filter you want to edit or delete.
4. Click the arrow icon next to the filter name.
5. Adjust the filters, or click the  three dots icon in the top-right corner to duplicate or delete the filter.

Pin a saved filter as default

If you have a dashboard that should always be filtered in a specific way, you can pin a saved filter as the default. When you pin a filter to a dashboard, it loads with that filter applied for anyone who views it.

1. Click the dropdown menu in the top-left corner, then select  Analytics.
2. Select a dashboard from the menu.
3. Click Apply Saved Filter.
4. Hover over a saved filter, then click the   pin icon.

To remove a default filter:

1. Click the X icon in the top-right corner.
2. Click Apply Saved Filter, then click the   pin icon next to the pinned filter.

Available filters

You can apply the following filters on most reports and dashboards. Some charts can be filtered differently than others, so the available filters on each report or dashboard will update automatically to match.

Standard filters

• Date — The date range filter allows for segmentation by date. This will return results where the event occurs within the set range.
• Aggregation — The aggregation you select will group data in a chart so that you can visualize trends either by day, week, or month.
• Agent — The agent filter allows segmentation by agent and/or team. When a team is selected, all agents within that team will be selected automatically. Additional agents can be added, or original agents can be deselected if you wish.
• Channel — Filtering by channel allows you to segment by your ticket's channels, like email, Instagram DMs, or chat. When you specify a channel filter, the report will include every integration you've configured for that channel. You can apply the "Is one of" or "Is not one of" logical operations:
  • Is one of — Includes data that matches any of the specified values.
  • Is not one of — Excludes data that matches any of the specified values.
• Integration — If you have multiple integrations set up for a channel, you might want to filter by integration to visualize which integration drives the most volume. You can apply the "Is one of" or "Is not one of" logical operations:
  • Is one of — Includes data that matches any of the specified values.
  • Is not one of — Excludes data that matches any of the specified values.
• Store — When you have more than one store connected to Gorgias, you can filter your data to isolate it by each unique store integration.
• Tag — The tag filter allows for segmentation by the tags that have been added to a ticket. You can use the following logical operations:
  • Is one of — Includes data that matches any of the specified values. Uses OR logic — when 2 tags are selected, the data includes tickets that contain either tag, or tickets that contain both.
  • Is all of — Includes data that matches all of the specified values. Uses AND logic — when 2 tags are selected, the data includes ONLY tickets that contain both tags.
  • Is not one of — Excludes data with any of the specified values. Includes tickets without tags.

Ticket fields filters

You can filter the tickets that are included in your data based on their ticket fields. The available values for this filter will reflect the ticket fields you've created for your helpdesk. You can use the following logical operations:

• Is one of — Includes data that matches any of the specified values.
• Is not one of — Excludes data that matches any of the specified values.

Quality management filters

Quality management filters are available when you subscribe to AI Agent. These filters allow you to refine the data based on their Auto QA scores. You can use the following logical operations:

• Is one of — Includes data that matches any of the specified values.
• Is not one of — Excludes data that matches any of the specified values.