FiltersUpdated 3 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're viewing.
Integration
The integration allows segmentation by integration like Facebook for brand A, Facebook for brand B, email for brand A, etc. This is similar to the channel filter but gives greater control as each integration can be selected. You can apply the “Is one of” or “Is not one of” logical operations in this report:
- “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.
Channel
The channel allows segmentation by channel like Email, Facebook, Chat, etc. This is similar to the integration filter but is broader as it includes all integrations for each channel. You can apply the “Is one of” or “Is not one of” logical operations in this report:
- “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.
Agent/Team
The agent/team 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.
Tags
The tag filter allows for segmentation by Tag
You can use the following logical operations in this report:
- “Is one of”: Includes data that matches any of the specified values. It uses an OR logic - when 2 Tags are selected, the data will include tickets that contain either Tag, or tickets that contain both.
- “Is all of”: Includes data that matches all of the specified values. It uses an AND logic - when 2 Tags are selected; the data will include ONLY tickets that contain at least both tags.
- “Is not one of”: Excludes data with any of the specified values. It includes tickets without tags.
Date range
The date range filter allows for segmentation by date. This will return results where the event occurs within the set range or visualize the data over time with the aggregation level you selected.
Example
If you only want to see data for one specific agent, you can select that agent using the Agents filter. If you wanted to see all Facebook Messenger inquiries that were tagged with Cancel Order, you'd select Facebook Messenger from the Channel filter and Cancel Order from the Tags filter.
Ticket Fields
These filters let you cross-reference ticket fields in the Ticket Field Report. For example, if you notice a high volume of returns and want to understand the underlying reasons, you can use this filter to select “return”. This will allow you to explore various dimensions and gain insights into the reasons behind the returns. You can use the following logical operations in this report:
- “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.
- Exclude tickets with a value among the available choices. It includes tickets without the value of Ticket Fields.
You can also apply additional filters to perform a more detailed analysis.
Check out some tips here:
