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.
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Operator
Determines how the field is evaluated. Available operators vary by field type.
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Value
The specific value or condition to filter for.
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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
Click the filter icon next to the Communication Type field.
From the left drop-down, select the Equals operator.
From the right drop-down, select Chat as the value. You can begin typing to filter the list.
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.
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OR
Returns results that match any one of the conditions in the group. Use OR when you want to include multiple types of data.
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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
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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
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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.