Understanding Filters in Segmentation Reports

What are Filters?

Filters let you narrow down your report data to a specific subset of your team, audience, or communication channel. Instead of viewing data for your entire account, you can isolate exactly what you need and generate a focused, relevant report.

Filters can be applied in both Multi-Metric Reports and Multi-Level Reports. You can apply more than one filter at a time to get even more targeted results.

To apply a filter, open your report and navigate to the Filters section. Select the filter you want to use, configure it using the options provided, and the report will update accordingly.

Default Filters

These are basic, ready-to-use filters that are already available in the system — no setup needed. Things like filtering by a specific agent, a WhatsApp number, or a date range. Use these when you want to quickly narrow down your report using simple, everyday parameters.

Custom Field Filters (Value-Based)

Your team assigns values to chats using custom fields — for example, marking a chat's Customer Sentiment as Satisfied, Neutral, or Dissatisfied. This filter looks at what value a chat is currently holding on a given day.

So if you filter by Dissatisfied, the report will show you all chats that are marked Dissatisfied on that day — even if they were marked that way a week ago.

Use this when you want to answer: how many chats are currently marked as a specific value?

Event-Based Filters

This one is different. Instead of looking at what value a chat is currently holding, it looks at when that value was changed.

So if you filter by Dissatisfied, the report will show you only the chats where someone actually changed the value to Dissatisfied on that specific day.

Use this when you want to answer: how many chats were marked as a specific value today?