Configuring Local and Global Dashboard Filters in Historical Reporting

After you apply global filters to an analysis set, reports, or dashboards, you can add more global and local filters to further refine your results. Global filters enable you to filter across multiple dashboard filters.

Local filters enable you to further refine an analysis, report, or dashboard panel. While global and local filters are different, they are configured in the same way.

If there are several filters, CxEngage applies the filters in the following order:

  1. Filters in parentheses.
  2. The remaining filters in the order they are listed

Global filters define what data to retrieve from the database. This is the base set of data that you work with in an analysis set, report, or dashboard.

  • Global filters that you set in an analysis lock the data that other users can access. For example, you filter the analysis to only show data from the last 60 days. When you build a report that uses this analysis and share it with other users, those users can't access data older than 60 days ago.

Global Dashboard filters(in dashboards only) are options to further refine the data across multiple panels on a dashboard. On custom dashboards, the global filter applies to all panels on the given tab that use the same data sets.

Local filters are options for further refining the data defined in the global filter. Local filters are specific to the report or dashboard panel where you set them.

The following sections outline adding, configuring, and removing filters:

Adding Local and Global Dashboard Filters

To add global filters:

  • On custom dashboards, click the Settings gear () next to the tab name and then click Add Global Filters.

To add local filters:

  • On custom dashboards, click the Settings gear () on the panel and click Filter.
  • In an analysis, click the Filter tab.

Configuring Filters

  1. In Filter Column, select the measure or attribute that you want to filter by.

    The options available depend on which dashboard or report you are viewing.

  2. In Comparison, select a comparison operator.

    The options available depend on what you select in the Filter Column.

  3. In Value, enter a value or select an available value from the menu () if available or calendar.
     
    • For time statistics (for example, Queue Time or Interaction Time) in Standard and Advanced Reports, enter the length of time in this format: DD:HH:MM:SS (days, hours, minutes, seconds). For example, you would format 1 day, 12 hours, 20 minutes, and 30 seconds like this: 01:12:20:30.
  4. Click Add.

    The filter is now listed below the filter configuration section. You can add more filters if needed. On dashboard panels, click Add when you've added all the filters you want for that panel.

In a scenario where you would like to filter by a tenant called Company ABC so that only data from that tenant is shown, you would configure your filter like this:

  • Filter Column: Tenant Name
  • Comparison: =
  • Value: Company ABC

In a scenario where you would like to only see data for interactions that started after August 31, 2018, you would configure your filter like this:

  • Filter Column: Start Time
  • Comparison: > (greater than)
  • Value:
    • First drop-down menu: Specific Date
    • Second drop-down (click the calendar and select): 8/31/2018.

If you would like to only show data for interactions that started in the last week, you would configure the filter like this:

  • Filter Column: Start Time
  • Comparison: = (equals)
  • Value:
    • First drop-down menu: Sliding Date
    • Second drop-down menu: Last Week

If you want to only see data for interactions that had two or more Customer Holds, you would configure the filter like this:

  • Filter Column: Customer Holds
  • Comparison: >= (greater than or equal to)
  • Value: 2

In Standard and Advanced Reports, if you want to only see data for interactions where the Queue Time is between 30 seconds and 5 minutes, you would configure the filter like this:

  • Filter Column: Queue Time
  • Comparison: Range
  • Value: 
    • First field 00:00:00:30
    • Second Field: 00:00:05:00

Changing Boolean Operators

Report filtering allows for And and Or operators:

  • And: All of the conditions must be met.
  • Or: Any of the conditions must be met.

Click an And operator to change it to Or. Click an Or operator to change it to And.

Consider a scenario where you want to show only inbound voice interactions. You would configure the filter like this:

  1. Select these values to specify the channel:
    • Filter Column: Channel
    • Comparison: = (equals)
    • Value: Voice
  2. Click Add.
  3. Select the values to specify the direction:
    • Filter Column: Direction
    • Comparison: = (equals)
    • Value: Inbound
  4. Click Add.

By default, the AND operator is added to the filter expression. Your filter is now like this:

[Channel] = Voice
And [Direction] = Inbound

Now, only inbound voice interactions show in the report or dashboard. Any interactions that aren't both inbound and voice are filtered out.

Consider a scenario in Standard Reports where you want to show only data for any interactions that have a Queue Time that is greater than 5 minutes, or had 2 or more Customer Holds. You would configure the filter like this:

  1. Select or enter these values to specify the Queue Time:
    • Filter Column: Queue Time
    • Comparison: > (greater than)
    • Value: 00:00:05:00
  2. Click Add.
  3. Select or enter these values to specify the number of customer holds:
    • Filter Column: Customer Holds
    • Comparison: >= (greater than or equal to)
    • Value: 2
  4. Click Add.
  5. Click the And operator between the two filter expressions to change it to Or.

The filter now looks like this:

[Queue Time] > 00:00:05:00
Or [Customer Holds] >= 2

Now, any interaction that has a Queue Time greater than 5 minutes, or has 2 or more customer holds shows in the report or dashboard. All other interactions are filtered out.

Adding and Removing Parentheses

If you are adding more than two filters, you can use parenthesis to organize your filters. Click (+) next to a filter to surround that filter and the filter above it with parentheses. Click (-) to remove the parentheses.

Consider a scenario where you have the following filters applied to a report:

[Channel] = Messaging
Or [Channel] = SMS
                    AND [Disposition Code] = Issue Resolved

With these filters, the report returns all messaging interactions and any SMS interactions that have the disposition code Issue Resolved. If you want the report to return only messaging interactions with the disposition code Issue Resolved and any SMS interaction with the disposition code Issue Resolved, you would use parentheses to organize the filters.

In this example, click + next to [Channel] = SMS. Now, your filter is like this:

([Channel] = Messaging
                    Or [Channel] = SMS )
                    AND [Disposition Code] = Issue resolved

Editing or Replacing Filters

You can replace an existing filter with another filter or an updated configuration of a filter. This is useful in circumstances where you want to maintain the order of your filters without needing to move filters or remove and re-add all the filters when you only need one changed.

To replace a filter:

  1. Select the updated values for Filter Column, Comparison, and Value for the filter you want to replace
  2. Next to the filter you are replacing, click Replace.

Consider a scenario where you have the following filters in this order:

[Tenant Name] = Your Tenant
AND [Contact Point] = support@yourcompany.com
AND [Disposition Code] = Refund

If you wanted to update the Contact Point filter to use the email address sales@yourcompany.com instead, you would do the following:

  1. Select the following values:
    • Filter Column: Contact Point
    • Comparison: = (equals)
    • Value: sales@yourcompany.com
  2. Next to [Contact Point] = support@yourcompany.com, click Replace.

By using Replace, your filtering order is preserved: 

[Tenant Name] = Your Tenant
                    AND [Contact Point] = sales@yourcompany.com
                    AND [Disposition Code] = Refund

Reordering Filters

When a report or dashboard has more than one filter, you can reorder the filters. Filters are applied to the report or dashboard in the order that the filters are listed.

  • To move a filter up in the list, click the upward pointing arrow () next to the filter.
  • To move a filter down in the list, click the downward pointing arrow () next to the filter.

Consider an Analysis where you have the following filters in this order:

[Channel] = Email
AND ([Disposition Code] = Refund
OR [Disposition Code] = Issue Resolved) 
Or [Channel] = Voice

With these filters, the Analysis returns any email interaction that either has a Refund disposition code or an Issue Resolved disposition code. It also returns all voice interactions. If you want to modify this filter so the report returns:

  • Any email interaction that has the Refund disposition code or the Issue Resolved disposition code, OR
  • Any voice interaction that has the Refund disposition code or the Issue Resolved disposition code

You would modify the filter in the following way:

  1. Reorder the filters: Click the upward pointing arrow () next to the [Channel] = Voice filter twice.

    Now this filter looks like this:

    [Channel] = Email
    OR [Channel] = Voice
    AND ([Disposition Code] = Refund
    OR [Disposition Code] = Issue Resolved)
  2. Add parentheses: Click (+) next to [Channel] = Voice.

    The final filter looks like this:

    ([Channel] = Email
    OR [Channel] = Voice)
    AND ([Disposition Code] = Refund
    OR [Disposition Code] = Issue Resolved)

Removing Filters

To remove an individual filter:

  1. Click Remove or the trash can () next to the filter.
  2. In the confirmation message, click OK.

To remove all filters:

  1. Click Remove All.
  2. In the confirmation message, click OK.

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