Grouping and filtering Analyst copilot reports (EAP)

There are several ways you can group and filter your Analyst Copilot report results.


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There are several ways you can group and filter your Analyst Copilot report
results.
Filtering limits the rows that are included in the report results.
Filtering happens before grouping.
Grouping buckets results to compare aggregates (for example, by agent,
channel, or month). Grouping happens after filtering.
This article contains the following topics:
Filtering your report results
Grouping your report results
Using drill-in to explore your results




Filtering your report results

Analyst copilot provides several methods to filter your results:

Filtering reports
Using filter expressions
Using cross-filtering
Using filters



Filtering reports

You can filter a report to show only the information you need. For
example, you might filter tickets solved by a particular agent, or tickets
solved between two dates.
To filter a report

In the Filters panel of a report, click the add icon
(+).

From the list of filters, click the one you want to add. The
filter is added to your report and the filter options open.
In the filter options, configure information for the filter, for
example, a date range or an agent name.

The report updates to show the filtered results.



Using filter expressions


When using more than one filter, you can configure logical
dependencies between them. For example, using three filters, you might want
them to work together:
Select: “1 AND 2 AND 3”
Alternatively, you might want your report to consider results matching the
first filter, or any of the following filters:
Select: “1 AND (2 OR 3)”
To configure a filter expression

Add at least one filter to your report.
In the Filters panel, click the settings icon ( ), then click Edit filter
expression.
Enter your filter expression, then click Save.



Creating expressions
When using more than one filter, you can configure logical
dependencies between them. For example, using three filters, you might want
them to work together:
Select: “1 AND 2 AND 3”
Alternatively, you might want your report to consider results matching the
first filter, or any of the following filters:
Select: “1 AND (2 OR 3)”
To create an expression

In the Fields panel of a report, click the add icon
(+).
Click the Create expression field tab.
On the Edit expression page, configure an expression and a new
metric name for it. You can use any field name contained in your report
and any column in your dataset.
In the as: field enter a name for the new metric, such
as "Tickets not solved".

You can use the same method to create custom attributes.




Using filters

When you apply a filter to your dashboard, it affects all reports on
the dashboard. Dashboard filters work on top of any individual reports filters
or settings.
To apply a filter

In a dashboard that contains at least one report, click
Edit.
Click Filter.
From the list, choose the filter you want to add, then set the
value for the filter. For example, you could choose a date filter to show
only results from the last 30 days.


The dashboard updates to reflect the values you configured.
With the dashboard In Edit mode you can choose from filters and set their
defaults. In View mode you can only choose from filters.



Using cross-filtering

Cross-filtering (sometimes known as faceting) lets you ask
second-order questions about your data by helping you highlight and focus on a
specific subset of your data, meaning you can conduct a deep dive into areas of
particular interest.
By using cross-filtering, you can ask subsequent questions about your
data without having to create a new report.
Before you start, you’ll need a dashboard containing at least two
reports that use the same dataset.
To use cross-filtering

In the dashboard, set the toggle switch to View.
Click one of the data fields in your dashboard.

The entire dashboard is filtered by the data you selected and an extra
filter is added to the dashboard.


Example

This example uses a dashboard with two reports:

Tickets by brand donut
Tickets by group treemap


You want to discover which groups tickets in the Zen brand are in.
To cross-filter the report

With the dashboard in view mode, click the Zen portion of the
donut chart.

The Tickets by group report (and all other reports on the dashboard) updates
to display only tickets in the Zen brand sorted by group.

A new filter is added to the dashboard that displays how the report is
filtered. If you delete this filter, the dashboard returns to its original
state.






Grouping your report results

Analytics Copilot offers several ways you can group, organize, and limit your report
results, including:


Sort descending: Organizes results in descending order using a
selected field as a key.

Sort ascending: Organizes results in ascending order using a
selected field as a key.

Add filter: Creates a filter based on a selected field.

Cumulative: Provides a running total of grouping results.

Rename: Rename a field value.

Remove: Removes the selected metric. You must have at least one
metric in your report.

Limit: Limits the results to a specified number.

To group your report results

In a report, click the down arrow next to a field.
From the grouping list, select the option you want.


The report updates with the new grouping.
To limit your report results

In a report, change the Limit value to the number of results you want
returned.

The report updates showing only the number of results you specified.




Using drill-in to explore your results

Analyst copilot provides tools to further analyze your reports by using
drill in.
To drill into a report

In your report, click one of the results, for example, a column in
your chart. The drill-in panel opens at the bottom of the page.

Click Drill-in.


The report updates displaying the item you drilled in to. You can click
Annotate to add this report to your memories.


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