Report drilldowns
Last Update: Nov 2024 • Est. Read Time: 2 MINYou can gain more insights on your reports using drilldowns. This allows a user to select any data point in a table or visualization and see the underlying objects used in the calculation of that data point. This will allow you to validate the data that is shown in the report and ensure that the criteria you used is set up correctly.
| Who can access this feature? | |
| User types | Managers can access reporting. |
While viewing a report, you can select a specific data point in a chart to open the View Data table where you can see all of the source data related to the data point.
Report drilldowns are available for:
- All custom reports
- Overview
- Conversation
- Team
- SLAs
- Satisfaction
- Deflection
Notes:
- Conversation Views (Handle Time) data is not available for drilldowns as they are based on a data object that is not available in Search.
- If you drill down on a Message or Note object, reports will return one result for each distinct conversation where a result appears, so your total results count in the View Data table may be smaller than the value in your source chart or table.
Suppose you chose to segment by or run a calculation on a specific attribute, or filter your data (steps 4 and 5 when building a chart). In that case, you will see these attributes appear automatically in your results table. For example, if you selected Segment by Status, the status column will appear. You can select Change Columns
to customize the available columns so that you can get more insight on your data.
You can navigate to a specific conversation or customer by selecting one of the rows shown.
You can also select View in Search
to explore all of the results in the list and view the exact criteria that is used to generate this data.
