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Fields (Filtering)

Fields (Filtering)

Overview

Filters let you narrow the data a report returns so you only see what is relevant. Rather than manually sorting through large result sets, you can apply filters to specific fields and let Insights do the work. A filter can be as simple as showing only one queue's interactions or as complex as combining multiple conditions to build precisely targeted data sets.

Adding a Filter to a Field

To filter a field, click the filter (funnel) icon next to the field's name in the Fields tab.

This opens the Edit Filters pop-out window, where you define the filter using two components.

  • Operator

    • Determines how the field is evaluated. Available operators vary by field type.

  • Value

    • The specific value or condition to filter for.

  • Available operators:

    • Equals

    • Not Equal

    • Greater Than

    • Greater Than or Equal

    • Less Than

    • Less Than or Equal

    • Contains

    • Starts With

    • Ends With

    • IS NULL

    • IS NOT NULL

Once your filter is set, click Save in the bottom-right corner of the pop-out window. The filter icon next to the field name will turn blue to indicate an active filter is applied.

Example: Filtering by Communication Type

Example — Show only chat interactions

  1. Click the filter icon next to the Communication Type field.

  2. From the left drop-down, select the Equals operator.

  3. From the right drop-down, select Chat as the value. You can begin typing to filter the list.

  4. Click Save.

The report will now return only interactions where Communication Type equals Chat.

Building a Filter Group

A filter group allows you to combine multiple conditions using AND or OR logic, enabling more complex filtering than a single filter can provide.

  • OR

    • Returns results that match any one of the conditions in the group. Use OR when you want to include multiple types of data.

  • AND

    • Returns results that match all of the conditions simultaneously. Use AND when you want to narrow results further.

Example: Using OR to include multiple interaction types

  • Show inbound calls and chats only

    • A supervisor wants to filter a report to show only real-time interactions — inbound calls and chats. Since a single interaction can only be one type, OR is the correct operator: the report should return results that are either an inbound call or a chat.

Using AND here would return zero results, no single interaction can simultaneously be both an inbound call and a chat.

Example: Using AND to exclude specific data

  • Exclude Wait Times that are less than 30 seconds and more than 120 seconds.

    • AND is useful when you need to exclude multiple values at the same time. To filter certain Wait Times data out of a report, use AND with the Greater Than condition to get Wait Times greater than 30 seconds AND less than 120 seconds; conditions must be true for a result to appear.

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