Filters and Settings for Reports 

This article explains how to use the various filters and settings available across different reports in the platform. These controls help you customize how data is displayed, filter for specific metrics, search within reports, group or export data, and more. 

Some filters and settings are only available in specific report types. These cases are noted in the relevant sections below. 

Available Report Filters and Controls 

Each report may include one or more of the following controls: 

1. Date range
2. Search by keyword
3. Filters
4. Group by
5. Export
6. Email
7. Scheduled reports
8. Presets
9. Primary and secondary range (available in specific reports only — see note below) 

1. Date range

The date range control lets you select from preset time periods (like the last 30 days) or define a custom start and end date. 

2. Search by keyword

Use keywords to search within the report. You can find chats or data entries based on email addresses, item numbers, or other terms mentioned in the data. 

3. Filters

Filters help you narrow the report results based on fields like Agent, Group, or other criteria. The available options depend on the report type. 

Important: After selecting filters, you must click Apply to update the report results. If you skip this step, the data will not reflect your selected filters.

4. Group by

The Group by function allows for viewing the graphical data in Agent, Group, and timeframe increments (hourly, daily, weekly, monthly, or yearly). 

5. Export

Use this option to export the report in HTML, PDF, or Excel (.xlsx) format for offline review or sharing. 

6. Email

All reports can be emailed in HTML, PDF, or Excel. Optional details like chat transcripts, visitor information, and survey results can be included. 

7. Scheduled reports

Set up reports to be automatically emailed at specific intervals (daily, weekly, monthly). Choose the recipients, time range, and format to complete the setup. 

8. Presets

Use Presets to save your current filter and column settings. This helps you quickly load the same report view without setting everything again.

9. Primary and Secondary Range Filters

This feature lets you filter report data by time of day and day of week, which helps you analyze patterns like peak traffic or low-activity periods. 

Note: This filter is only available in the following reports: 

• Reports 
• Queue 
• Service Level 
• Missed Chats 
• Account Utilization 

If you're viewing a report not listed above, this option won’t appear. 

Unsubscribe from a scheduled report

To stop receiving a scheduled report by email: 

1. Click your profile image in the upper-right corner. 
2. Select your profile name, then go to the Scheduled Reports tab. 
3. Find the report you want to remove and click the trash icon. 
4. Click Save Profile 

Report filters and settings are designed to give you flexibility in how you view, manage, and share your data. If a feature isn’t available in a specific report, it is due to that report’s structure or limitations. 

For more details about individual reports or advanced filtering options, refer to related articles in this section or contact your account administrator.