See related

Report filtering

Last Update: Oct 2024 • Est. Read Time: 3 MIN
To check plan availability, see the pricing page.

Filters enable users to specify the data included in standard reports, allowing you to more easily derive actionable insights and better understand how metrics vary between teams or users, or across SLA policies or channels. The new standard reports filtering component gives users the ability to slice and dice their report data to understand trends and metrics for sub-groups.

Who can access this feature?
User typesManagers can access reports.


In this article

Using report filters

You can start filtering on your reports by selecting Filters   above any of the following standard reports:

  • Overview
  • Conversation
  • Queue
  • SLA
  • Satisfaction
  • Company

You can select your filter criteria in the FILTER BY component box that opens. Each box will become available as you define the component.

 

A filter consists of three main components: [Attribute] + [Operator] + [Value(s)]:

  • Attributes are the data point on a Conversation object that you want to filter upon. For more information on data types, see Define custom attributes in Kustomer.
  • Operators determine how you'd like to slice your data on the selected attribute. You can choose to either Include or Exclude certain values.
  • Values are all of the available options for the selected attribute. 

    Note: Array type fields, such as Assigned Users or Channels, are the only fields that allow you to multi-select filter criteria. The values returned will be aggregates for all conversations that meet the filter criteria.

For example, you can select to display the average first response time as the average for all conversations assigned to the users Maria, Ken M., or Frazer.

You can apply up to 15 lines of filter criteria by selecting + Add. This option is only enabled once all components of a filter are specified.

Once you are done defining your filters, select Apply Filters to apply them across all applicable charts.

Save filter views

If there is a set of filter criteria that you find yourself applying all the time, you can save it for easy access. Instead of selecting Apply Filters, select and then select Apply & Save Filters from the drop-down menu.

You'll be prompted to name this view, and once saved, it will appear in the Saved Filters drop-down menu in the filter component.

You can edit a saved filter by selecting it from the drop-down menu and then selecting the Filters icon .

Here, you can edit the existing criteria and save it as the same filter, or create an entirely new saved filter by selecting Save Filter As.

Filterable fields and charts

Filters can only be applied to charts that contain data based on a Conversation object. When a chart is based on data from a different object type, you’ll see an alert indicating filters could not be applied.

The following charts will not update when filters are applied:

Overview Report:

  • AVG Convo Handle Time

Conversation Report:

  • AVG Handle Time
  • AVG Response Time
  • Average Inbound Msgs/Hour Table (Inline filters are available)
  • Top Shortcuts Used

Queue Report:

  • Current Agent Statuses (Filtering by Channels is not available)

Metric updates to accommodate filtering

The following metric definitions and calculations have been updated to more accurately reflect their descriptions and to allow for filtering based on Conversation attributes. The changes are listed below for any organization that would like to reproduce metrics via export or data stream data.

Overview Report:

  • Inbound Customers 
    • Previously - Number of unique customers(customerId) who had at least one message(message.sentAt) within the specified time parameters with the directionType of initial-in.
    • Updated - Count of unique customers(customerId), where conversation.firstMessageIn.sentAt is within the specified time parameters and whose firstMessageIn has the directionType of initial-in.
  • Inbound Conversations
    • Previously - Count of Inbound messages unique by conversation.

      Note: This metric uses the directionType = initial-in attribute to help denote the unique identifier for inbound messages that create a new conversation.

    • Updated - Count of unique conversations(conversationId), where conversation.firstMessageIn.sentAt is within the specified time parameters and whose firstMessageIn has the directionType of initial-in.
  • Conversations Received by Channel (previously Messages Received by Channel)
    • Previously - Count of messages(messageId), where the message.sentAt is within the specified date range and direction is inbound, GROUPED by channel.
    • Updated - Count of conversations(conversationId), where conversation.firstMessageIn.sentAtis within the specified date range and direction is inbound, GROUPED by channel.

      Note: Multi-channel conversations will be counted once for each channel used. For example, a conversation that started as chat, but moved to email will increment both chat and email total counts by one.

  • Average Messages Per Conversation
    • Previously - Average messages per conversation segmented by direction - inbound vs outbound, where message.createdAt is within the specified date range.
    • Updated - Average messages per conversation segmented by direction - inbound vs outbound, where conversation.createdAt is within the specified date range.
For more information on metric definitions, see Overview report.