Refine your Gorgias statisticsUpdated 2 hours ago
Use filters to refine the data displayed in your Statistics reports and dashboards. You can also create saved filters to easily apply your most relevant filters when you need them.
Requirements
- All Helpdesk plans have access to statistics
- All roles can view and filter statistics, but only Lead Agents and Admins can create saved filters and pin default filters
Use filters to refine statistics
When you’re viewing a report or a dashboard, you can refine the data using filters to narrow down which statistics are displayed. 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.
Apply filters
- From your helpdesk, click the Statistics icon in the main menu.
- Select a report or dashboard, then click + Add Filter.
- Search for and select the filter you’d like to apply.
- Select a logical operator (for example: is one of or is not one of), then select the value.
Create a saved filter
If you find you’re consistently applying the same filters when viewing your statistics, you can create a saved filter that you can easily apply to any report or dashboard.
- From the Statistics page, select a report or dashboard from the sidebar.
- Apply and adjust the filters.
- Click Save filters.
- Give your saved filter a name, then click Save.
Apply a saved filter
Once you’ve selected a saved filter, it will remain applied to each report and dashboard as you navigate through your statistics until you remove it, unless the dashboard has a default filter.
- From the Statistics page, select a report or dashboard from the sidebar.
- Click Apply Saved Filter, then select a filter.
- To remove the filter, click the X icon in the top-right corner.
Edit or delete a saved filter
You can adjust the filters, duplicate, or delete any saved filter.
- From the Statistics page, select a report or dashboard from the sidebar.
- Click Apply Saved Filter, then select a filter.
- Once the filter is applied, click the arrow icon next to the filter name.
- Adjust the filters, or click the three dots icon in the top-right corner to duplicate or delete the filter.
Pin a default filter
If you have a dashboard that should always be filtered in a specific way, you can pin a default filter. When you pin a filter to a dashboard, it will load with that filter applied for anyone who views it.
- From the Statistics page, select a report or dashboard from the sidebar.
- Click Apply Saved Filter.
- Hover over a saved filter, then click the pin icon.
- To remove the default filter, click the X icon in the top-right corner, then click Apply Saved Filter and click the pin icon.
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 automatically update 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, etc. When you specify a channel filter, the statistics will include every integration you’ve configured for that 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.
- 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 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.
- Store
When you have more than one store connected to Gorgias, you can filter your statistics to isolate data for 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 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.
Ticket fields filters
You can filter the tickets that are included in your statistics 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 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.
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 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.
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