Understanding filters in Segmentation Reports

Learn how to use filters in Segmentation Reports to narrow your report data down to a specific agent, channel, customer segment, or tag.

Filters let you narrow your report data down to a specific part of your team, audience, or communication channel. This article explains how filters work, the default filters available, and how event and custom field filters work.

What's covered

What are filters

Instead of viewing data for your entire account, filters let you isolate exactly what you need and generate a focused, relevant report. Filters can be applied in both Multi-Metric Reports and Multi-Level Reports, and you can apply more than one filter at a time for even more targeted results. To apply a filter, open your report and go to the Filters section. Select the filter you want to use, configure it using the options provided, and the report updates accordingly.

Default filters

These are ready-to-use filters that are already available, with no setup needed. Use them when you want to quickly narrow down your report using simple, everyday parameters.

Reporting Managers: Shows only chats handled by team members who report to a selected manager.
Team Members(New): Shows only chats handled by a specific agent. After you select Team Members, Currently assigned agent is selected by default. Click the dropdown to see the other two options and choose which team member each chat is counted against:
- Currently assigned agent: Counts the chat against the agent it is assigned to right now. This is selected by default.
- Agent assigned at event time: Counts the chat against the agent who was assigned to it when the event happened.
- Agent who performed the action: Counts the chat against the agent who actually performed the action.
Channels: Shows only chats from a selected messaging channel, such as WhatsApp or Instagram.
New vs Returning: Shows only chats from either first-time contacts or repeat customers.
Sender Type : Shows only messages sent by a selected sender (agent, API, AI agent, Bot, or Uncategorized).
Chat Status: Shows only chats in a selected state (open or closed).
Message Contains: Shows only chats where a message includes a specific keyword or phrase.
Message not Contains: Excludes chats where a message includes a specific keyword or phrase.
Tags : Filters your report to chats carrying specific chat tags, which are the tags you create in DoubleTick. Click Tags, choose a match type from the dropdown, then select the tags you want to filter by. Any of shows chats with at least one of the selected tags, All of shows chats with all of the selected tags, and None of shows chats with none of the selected tags. Available in Chats, Messages, Telephony, and WhatsApp Group reports, but not yet in Team Members reports.

Events

Events let you filter data based on when a value changed, not what its current value is. For example, if a chat's Lead Stage was changed to Qualified today, the chat appears in the report for today. Use events when you want to know how many chats were updated to a specific value during the selected time period.

Channel Level Custom Fields

Channel Level Custom Fields store information related to a communication channel, such as a WhatsApp number. Use these filters to analyze reports based on channel-specific information. Available in Chats, Messages, Telephony, and WhatsApp Groups.

Customer Level Custom Fields

Customer Level Custom Fields store information related to individual customers. Unlike events, these filters use the current value stored for the customer. Use these filters when you want to know how many customers currently belong to a specific category or value. Available in Chats, Messages, Telephony, and Team Members.

Key takeaways

Filters narrow your report down to a specific part of your team, audience, or channel, and you can combine more than one.
Default filters cover common needs like team members, channels, sender type, chat status, keywords, and tags.
The Team Members filter lets you count a chat against the currently assigned agent (the default), the agent assigned at event time, or the agent who performed the action.
Events filter by when a value changed, while customer level custom fields filter by the current value.

Frequently asked questions

Can I apply more than one filter at a time?

Yes. You can apply multiple filters together in both Multi-Metric Reports and Multi-Level Reports.

Which team member is a chat counted against in my report?

It depends on the option you pick in the Team Members filter: the currently assigned agent, the agent assigned at event time, or the agent who performed the action. The default is the currently assigned agent.

Which option should I choose for the Team Members filter?

Choose currently assigned agent to see who owns the chat now. Choose agent assigned at event time to see who owned the chat when the event happened. Choose agent who performed the action to see who actually did the work.

What is the difference between events and customer level custom fields?

Events filter by when a value changed during the selected time period. Customer level custom fields filter by the value currently stored for the customer.

Can I use the Tags filter in Team Members reports?

Not yet. The Tags filter is available in Chats, Messages, Telephony, and WhatsApp Group reports.

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Last updated 9 days ago