Administrators only
A custom report provides two different types of filtering:
|
Filter type |
How it works |
|
Report filter |
Eliminates records that are not required in the report's metric calculations. |
|
Metric filter |
Hides calculated values that you do not want to display. |
To illustrate how these filters work, consider the following set of raw data for four separate calls as seen in a historical data export report.
|
2019-07-16 10:52:01 |
Edward Redwood |
10:00 |
|
2019-07-16 10:54:30 |
Stephen Dodd |
0:30 |
|
2019-07-16 11:00:43 |
Stephen Dodd |
1:30 |
|
2019-07-16 11:09:18 |
Stephen Dodd |
6:30 |
Effect of Applying a Report Filter
In a custom report that uses an Average Talk time metric, applying a report filter of 'Talk Time > 60' includes in the metric calculation only those underlying data records where the Talk Time field reports a value of greater than 60 seconds. This eliminates the data record reporting a Talk Time of 30 seconds in the data export report above giving an average talk time for Stephen Dodd of 4 minutes (average of 1:30 and 6:30). Without the report filter, this could be calculated as 2:50 (average of 0:30, 1:30 and 6:30)
|
Agent |
Average Talk Time |
|
Edward Redwood |
10:00 |
|
Stephen Dodd |
4:00 |
|
|
6:00 |
As the report designer, you can choose whether a report filter used in a report should be available on the dashboard for use by supervisors.
See also, Add Report Filters to a Custom Report.
Effect of Applying a Metric Filter
You may wish to hide average talk times that are of less than a 5-minute duration. Applying a metric filter of Average talk time > 300 achieves this:
|
Agent |
Average Talk Time |
|
Edward Redwood |
10:00 |
The filter types available to custom reports are the same as those available to historical data export reports.
Note: metric filters are not available on dashboards. They can only be set in the Report Builder.
See also, Add a Metric Filter.