FiltersUpdated 7 months ago

You can customize the data in Statistics with filters, by selecting options from the drop-down menus. The number of filters available will change depending on the page you are viewing.

Integration

The integration allows segmentation by integration eg. Facebook for brand A, Facebook for brand B, email for brand A, etc... This is similar to the chanel filter however gives greater control as each individual integration can be selected.

Channel

The channel allows segmentation by channel eg. email, Facebook, chat, etc... This is similar to the integration filter however is more broad as it includes all integrations for each channel.

Agent/Team

The agent/teams 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 deselected if you wish.

Tags

The tags filter allows for segmentation by tag, and uses 'or' logic. Eg. when 2 tags are selected the the data will include tickets that contain either tag, not tickets that contain both.

Date range

The date range filter allows for segmentation by date. This will return results where the event occurs within the set range.

*Example: If you only wanted to see data for 1 specific agent, you can select that agent. If you wanted to see all Facebook Messenger inquiries that were tagged with "cancel order", you would select "Facebook - Messenger" from the channel menu and "cancel order" from the tags menu.