# Understanding chart drilldowns with Data Explorer

> Data Explorer turns naturallanguage questions into charts that help you analyze conversation data For supported charts you can select a chart segment to expl

Source: https://help.kustomer.com/en_us/understanding-chart-drilldowns-with-data-explorer-BygQ1maNfx

Last updated: 2026-07-21T16:35:17.926Z

Data Explorer turns natural-language questions into charts that help you analyze conversation data. For supported charts, you can select a chart segment to explore the matching conversations or save the chart as a custom report.

Some chart types do not support drilldowns or custom reports. 

### In this article

*   [Understanding supported charts](#supported-charts)
*   [Exploring chart data with drilldowns](#exploring-data)
*   [Saving charts as custom reports](#saving-charts)
*   [Understanding the limitations of drilldowns in charts](#limitations)

### Understanding supported charts

Data Explorer supports drilldowns and custom reporting for all standard reporting metrics and clear data categories. As you build your reporting, consider including these common chart patterns for drilldown options:

*   **Counts and volume**, such as conversations or messages by channel, status, team, agent, queue, or contact reason.
*   **Trends over time**, such as daily, weekly, or monthly conversation volume.
*   **Simple averages and sums**, such as average first response time by channel, agent, or team.
*   **Reporting rates**, such as service-level agreement compliance by category, when Custom Reporting supports the same calculation.
*   **Customer satisfaction**, such as CSAT scores by agent, team, or another supported dimension.

Support depends on whether Data Explorer can map the chart’s metric and labels to filters available in Kustomer search and Custom Reporting.

### Exploring chart data with drilldowns

A drilldown opens the conversations or search results represented by a chart segment.

When a chart supports drilldowns, Data Explorer displays the following message:

> Click a segment to explore.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/ffb5c0d13c34d6b319b081cc00968262.png)

Select a bar, slice, or data point to open a filtered view. The results should match the selected segment’s:

*   Analyzed date range
*   Reporting dimension
*   Dimension value

For example, selecting the **Email** segment in a conversation-volume-by-channel chart opens a search filtered to email conversations from the analyzed period.

### Saving charts as custom reports

When Data Explorer can translate a chart into a supported Custom Reporting configuration, you can select **Save as custom report**.

The saved report preserves the chart’s:

*   Metric
*   Breakdown
*   Date configuration
*   Chart type, when supported by Custom Reporting

A chart can support drilldowns without supporting custom reports. Data Explorer can create some in-chat visualizations that Custom Reporting cannot reproduce.

### Understanding the limitations of drilldowns in charts

Some charts do not support drilldowns because their data does not map to a reliable conversation search.

A chart may appear in Data Explorer but remain unavailable for Custom Reporting.

Common examples include:

Chart configuration

Why it cannot be saved

Relative percentages or share-of-total metrics

The calculation does not map to a supported Custom Reporting metric.

Unsupported chart types or multi-metric combinations

Custom Reporting cannot run or render the same configuration.

A single overall key performance indicator

The chart has no category or time-series breakdown for Custom Reporting to display.

Labels that do not resolve to Kustomer data

Data Explorer cannot map the label to a stable user, team, field, or filter value.

For example, an agent label must resolve to an existing Kustomer user before Data Explorer can create a report filtered or grouped by that agent.

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