Introduction
The Report Center offers powerful filtering capabilities that allow users to tailor the data they view based on specific dimensions. With the filter feature, users can narrow down reports to focus on particular agent groups, dates, skills, and more, ensuring that the insights they receive are relevant, targeted, and aligned with their specific needs.
How to use the filter feature?
Accessing the Filter Panel
- To add, edit, or remove filters: Click the Filter button located in the top bar of the Report Center.
- Filter Options Overview
- You can apply up to 5 filters.
- Date is a mandatory filter and is included by default.
- You can add up to 4 additional filters, such as Agent Group, Skill, Channel, etc.
- The top bar displays up to 3 filters, including the Date filter. If more than 3 filters are selected, the additional filters will be grouped under a “More” button located next to the visible filters.
- To view and interact with the hidden filters, click the “More” button to open a dropdown containing the remaining filters.
➕ To Add a New Filter
- Click the Filter button in the top bar.
- Click the toggle icon to open the filter configuration panel.
- In the dropdown menu, search and select the dimension you'd like to filter by (e.g., Agent Name).
- Once selected, click Save at the bottom of the menu.
- The filter menu will close, and your selected filter will appear in the top bar of the report.
- To choose filter values, click on the dimension name (e.g., Agent Name) and select the values you want to filter by.
❌ To Remove a Filter
- Click the Filter button.
- Disable the unwanted filter by toggling it off.
- Click Save to confirm and close the menu
✏️ To Edit an Existing Filter
The filter selection window is divided into four sections:
- All – Displays all available values for the selected timeframe. Values without associated data (e.g., skill names with no conversations during the selected period) will not appear here.
- Selected – Shows the values chosen from the All section. Selections are reflected in real time, even before clicking the Save button.
- Unselected – Displays values from the All section that have not been selected.
- History – Displays the filter values that were last selected. Report Center automatically saves the user's most recent selections per report.If previously selected values are no longer visible (e.g., due to a timeframe change), users can go to the History tab to view or deselect them. This ensures that outdated or unavailable filters can still be managed, even if they no longer appear in the All section.
Please review the guide below for the value selections:
- Click the dimension name in the top filter bar.
- Use the search field at the top of the window to quickly find specific values.
- Select Values:
- Navigate to the All or Unselected sections to choose new values.
- Use the checkboxes to select individual values or click Select All to choose all available options in that section.
- Deselect Values
- You can deselect values from the All, Selected, or History sections.
- Click Deselect All if you want to clear all selected values in a section.
- Save or Cancel Changes
- Click Save to apply your changes.
- Click Cancel to discard your changes and close the filter window. This will revert to the previously saved selection
Date Filter
The Date Filter allows users to define a specific time range for querying conversations within the Report Center.
This filter is mandatory and ensures that all data retrieved is within the selected timeframe.
Available Time Range Options:
Users can select from the following predefined options:
- Today
- Yesterday
- Last 7 Days
- Last 30 Days
- Month to Date
- Last Month
- Last 3 Months
Users also have the option to manually select a custom date range by picking specific start and end dates.
🔔 Note:
The maximum date range allowed is 3 months.
If a user selects a timeframe that exceeds 3 months, an error message will appear:
"Date range cannot exceed 3 months."
Date filter Timezone:
- The date filter is fully aligned with your account’s timezone, ensuring consistent and accurate reporting across users and teams.
- Timezone changes are not supported within the filter; the data will always reflect the timezone set at the account level.
- When hovering over the date filter, a tooltip will display the account's timezone for added clarity and transparency.
