Business Insights - Segmentation Report

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Business Insights - Segmentation Report

Note: This feature requires the Pro Plan or above.

The Segmentation report in Business Insights allows you to track and correlate metrics data for a number of elements in any two dimensions (Agents, Groups, Labels, Custom Field Values, Macros, etc).  The default view of the report is Channels over time, but you can change both of these dimensions with the controls described further down in this document.  That way you'll be able to look at Custom Field values by Group, Labels by Channel or Macros applied by Agent.


To access this report, go to the menu and click on Segmentation.

The default view of the report is to segment by the dimensions: Channel and Time, and to view the metric Cases Created. The chart displays the cases created for each channel over the last 7 days. The table contains the selected metric values displayed equating to what is shown in the graph.

Note: All times and dates in Business Insights reports are based on the timezone settings selected in the Desk Admin.

To change the dimensions, click the Active Segments drop down above the left side of the chart to show the dimension picker.  The default view shows the selected dimensions Channel and Time.  Click either of these dimensions to change it to another.  Dimensions available include: Channels, Agent, Group, Label, Custom Field, Macro, Time.  Once you've chosen a dimension you then get to specify the segments for that dimension that you would like to chart. You do this by placing a checkmark in the box to the left of your chosen segments. Note: the first dimension is limited to 8 segments. Click the Apply button to initiate the building of your new report.


Mousing over the chart will display metric values for the selected elements.

Advanced Report Filtering, accessed via the + ADD FILTERS link in the upper left portion of the report enables you to specify specific dimension parameters to include or exclude from your reports. Dimensions include: Groups, Agents, Labels, Custom Fields, Macros and Priority. Filtering also allows you to look at complex relationships between different business attributes.

You can also choose to "include" or "exclude" your filter:

Now click on the Channels Drop Down to choose how you want to filter your report:

You can also click on any of the metrics in the table and the Case Level Report will load and display the specific cases that were used to calculate that metric.  You will be able to click on the column headings to sort the report by that specific metric, and you’ll be able to click on the case ID to load that case in the Agent.

Once you’ve configured your report to the way you like it (date range, channels, graphed metric), you can Save Reports as Favorites by clicking on the left hand button in the upper-right corner. This will allow you to retrieve that specific report at any time in the future with just a couple of clicks.

Once a report is saved, you will find it on the main report drop down menu:

The Export & Share functionality, accessed similarly to Favorites. For Export & Share click on the middle button in the upper left corner.

This feature allows you to access the report data for use in a spreadsheet or other analytical tool, or to share a report link with another user, which will display the report exactly as you’ve configured it (date range, channels, graphed metric) when they open it in Business Insights

The report will show exactly as you’ve configured it (date range, channels, graphed metric) when they open it in Business Insights

Export and Share includes 3 options:

Download: download a .csv file of the data in the report

Email: send a .csv file of the report’s data to another

Link: copy a link that you can send to another user which allows them to see the report as you’ve configured it


Want to know more about the metrics covered in our Agents report? Check out our metrics glossary.