Business Insights - Filtering Reports

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Filtering Reports

Here at Desk.com we are proud of the Business Insights system we’ve put together, and we’ve been getting really great feedback from our users! One key area that customers use in Business Insights is the Filter function.

Note: This feature requires the Standard Plan or above. To review our current subscription levels, click here.


Filtering allows you to look at complex relationships between different business attributes. The filtering capability will enable you to answer questions such as:
  • How many tickets did Group A resolve over the last 14 days by day?
  • What was Agent X’s First Contact Resolution rate by week for the last 8 weeks?
  • How was Label M applied to cases over the last 12 hours by hour?

The filtering dropdown in your reports allows you to construct your filtering statements and conditions. The reports available to you are dependent on your edition level, however, the following reports include the ADD FILTERS capability:
  • Overview
  • Groups
  • Agents
  • Labels
  • Custom Fields
  • Macros
  • Segmentation
  • Companies

Need to learn more about the capabilities of each Business Insights Report? Check out our Business Insights resource page.
 

Using Filters

To use filtering in one of these reports, click the ADD FILTERS link in the upper left portion of the chart area.
 

Clicking this will open a filtering area which allows you to build your filtering statements. You’ll notice, that you can filter on these dimensions: Channels, Groups, Agents, Labels, Custom Fields, Priorities and Macros.

Note: Depending on the report and the features enabled, you may also see Companies and/or CSat Score as available dimensions.

 
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After selecting your dimension, you'll choose your operator. We've shown IS in the screenshot above. Finally, you'll select the component applicable to your filter dimension to complete your statement.

With filters, you can add more than one. Use the AND and OR statements to build complex filtering statements that include and exclude different parameters.

 






After you’ve created your filtering statements click Apply to see the resulting filtered report. Your filter selections will be summarized at the top of the report.
 

Of course, you can export these filtered results, or generate Share links to send the reports to other users.

Note: If you have over 1000 labels in your Admin, you will not be able to use the IS operator when trying to filter on labels.

 

Metrics

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