Grouping and filtering analyst copilot reports (EAP)

You can group and filter your analyst copilot report results:


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Summary: ◀▼
Use filtering, grouping, cross-filtering, drill-in, and dashboard interactions to explore analyst copilot reports, compare results by agent, channel, or month, and build dashboard filters that control what you see. You can combine filters, exclude dashboard filters from specific reports, and connect columns across datasets so your reports and dashboards reflect the right data for analysis.




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

There are several methods you can use to filter your results:

Filtering reports
Using filter expressions
Using cross-filtering
Using global filters
Using dashboard interactions



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

Open a report, then, in the Filters
panel, 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 create an expression

Open a report, then, in the Fields panel,
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 global filters

When you add a filter to a dashboard (known as a global filter), the
filter applies to all components on the dashboard. For example, you can add a
filter for assignee name, allowing you to filter a dashboard for only the
assignee names you selected.


Adding global filters

Once you've added reports to a dashboard, you can add filters to control the
displayed results.


Note: You must add at least
one report to a dashboard before you can add filters.

To add a global filter


Open a dashboard that contains
at least one report, then click Edit.
Click Filter.
If your dashboard contains reports from more than one dataset, select
the dataset from which you want to choose the filter value.
From the list, select the filter you want to add. 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.



Configuring global filters

After you add a global filter, configure it to control the information that's
displayed.
To configure a global filter


Open a dashboard that contains
at least one filter, then click View. The filter settings are
displayed.

Specify details about the filter. For example, set >= to 30 to
only count events that are 30 or more days old.
Click Apply. The dashboard updates to display the filtered
values.





Deleting global filters

If you no longer need a filter, you can delete it.
To delete a global filter


Open a dashboard that contains
at least one report, then click Edit.
Click the delete icon next to the filter you want to delete.


The filter is immediately deleted. If you made a mistake, you can click undo
to restore the filter.



Controlling how global filters affect reports



Open a dashboard that contains
at least one report and one filter, then click Edit.
Click the report you want to configure. The report options are
displayed.

Configure the following options as needed:

Cross-filtering: Configure how selections made on this
report will cross-filter other reports on the dashboard. Choose
from:

Emit: Selecting a value (for example a column) on
the report will send a cross-filtering event to other
components on the dashboard, filtering their results by
the value selected in this component.

Receive: When unchecked, the component will
ignore cross-filtering events from other
components.



Emit cross-filtering settings: Choose from one of the
following options:

Use composite on all: Use all groupings
to cross-filter receiving queries.

Cross-filter first grouping only: Use
the first grouping only to cross-filter receiving
queries.



Filter settings: Control what happens to the selected
report when global filters are configured:

Receive filters: Global filters are added to the
component's existing filters (both filters apply).

Receive and replace: Global filters override the
component's matching local filters.



Ignore filters: If you don't want one or more of your
reports to be affected by global filters, you can choose one of
the following options:

Ignore all dashboard filters: No dashboard
filters will affect the selected report.

Ignore selected dashboard filters: From the list,
choose the filters that will not affect the selected
report.

Filter settings are unavailable if you ignore all
dashboard filters.
If filters have been ignored, this
is indicated by an icon ( ) next to the report.
Hover over the icon to see which filters are being
ignored.



Filters that are ignored are also shown in the report settings.
To stop ignoring a filter, click x next to its
name.



When you use column
groups to connect multiple columns for cross-filtering, filter
exclusions apply to the entire group.
If you configure a component to ignore a global filter for one
column that belongs to a column group, the component will automatically
ignore global filters for all columns in that group.
For example, if you had a column group that connects "assignee role" from the
tickets dataset and "agent role" from the agents dataset, if you configure
either to ignore global filters, both will automatically be ignored.
This ensures consistent behavior across related columns and
prevents partial filtering that could produce unexpected results.



Best practices for filter exclusions

The following tips can help you to produce easy to understand dashboards when
you ignore filters.


Use descriptive component titles: When components on
the same dashboard have different filter behaviors, use clear titles to
help viewers understand what each component shows (for example, "Tickets
created this month" against "All-time tickets solved").

Document your dashboard: Consider adding a text
component to explain which components are ignoring specific filters,
especially for complex dashboards.

Review filter exclusions regularly: When you add new
global filters to a dashboard, check existing components to ensure the
filter exclusions still make sense.

Test in view mode: Always test your dashboard in view
mode to confirm that filter exclusions work as expected for end
users.





Using cross-filtering

Cross-filtering (also 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


Open a dashboard, then 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 chart
Tickets by group treemap chart


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

There are 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

Open a report, then 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

You can further analyze your reports by using drill-in.
To drill into a report

Open a report, then 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 into. You can click
Annotate to add this report to your memories.



Using dashboard interactions

By default, global filters apply only to reports in the same dataset. You can use
interactions to connect columns across different datasets so that filters
and cross filters affect the entire dashboard, regardless of the dataset each report
comes from.
Additionally, interactions can connect similar columns from the same dataset so that
they work together. For example, if you connect ticket status updated time, ticket
updated time, and ticket assignee updated time, a single filter could be used as
'last time any update was made to the ticket'.
To create a dashboard interaction


Open a dashboard, then click
Edit.
Click the options menu ( ), then select Interactions.

Enter a name for your column group, then click the add icon (+).
Click Add column.

From the list of columns, choose columns from each dataset you want to connect.
You can change to another dataset by clicking the dataset name at the top of the
list.


Continue to add interactions as needed.



Note: Column groups are not taken into consideration when cross-filtering a report that is based on
calculation in one the group columns.



Example

In this example, you've created a dashboard that contains three reports:


Agent roles: Counts agents grouped by their role. Uses the Agents
dataset.

Tickets by assignee role: Counts tickets grouped by assignee role.
Uses the Tickets dataset.

Assignee role set: A report that uses a custom grouping to indicate
whether the role is set or not. Uses the Tickets dataset.

When you change filters, the two reports that use the Tickets dataset will
automatically update. However, you must create a column group to connect the
report columns that use the Agents dataset so that filtering will work on all
reports in the dashboard.
Add the following columns to connect the two reports:

From the Agents dataset: Agent role

From the Tickets dataset: Assignee role


Now, when you filter a report, all reports on the dashboard will be affected.



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