Disconnected User dashboard filter in Insights Follow

Comments

7 comments

  • Avatar
    Dan Ross (Edited )

    Great article!

    How do you use this filter to filter assignee as well?

     

    Presently we have two filters, one for User to track events and one to track ticket assignee data.

    Hearing that they could be consolidated into one filter for all reports is really appealing!

     

    Would a filter like

    Ticket Assignee where _Filter User is greater than 0 

    be what's required?

     

    Thanks!

  • Avatar
    Eugene Orman (Edited )

    @ Dan,

    First, you'll need to create a custom _Filter Assignee metric. The easiest way to do so will be by duplicating and editing _Filter User metric. 

    Your _Filter Assignee metric should look like this: 


    Once the metric is ready, you can add the numeric range filter to your report,  which will have the following configuration:  Ticket Assignee where _Filter Assignee is greater than 0 



  • Avatar
    Dan Ross

    Thanks Eugene!

     

    Once I add the filter parameter to the report, the User Filter on the dashboard will then function as both the User filter and the Ticket Assignee filter?

    Right now we have to set both of these filters.

    for the entire dashboard to load all reports, since some are event based (number of reassignments) and some are based on ticket data (satisfaction)

    We'd like to have it so we only need to select the Agent's name once. Is that what this would enable? Would that mean the User Filter is the only one required?

     

    Thanks,

    Dan

  • Avatar
    Eugene Orman

    @ Dan, 

    That's right, User Filter will be filtering all reports placed on the dashboard if the reports are configured correspondingly.  

  • Avatar
    Eugene Orman (Edited )

    In fact, you could use the default  _Filter Ticket Assignee (Current) metric for the same purpose, so there is no need for the custom metric in your case. Sorry that I missed it in the first place. 

    The report filter configuration will look like this: 

      



  • Avatar
    Collin Cunninghame

    I'm having trouble re-creating the user filter. I made a copy of the Agent Activity dashboard, deleted the user filter, then tried adding it back with the "filter attribute" drop-down option. My filter is showing all end-users, not agents. How do I restrict it to just agents? Is it possible to add a user filter from scratch, so I can use it in other dashboards?

  • Avatar
    Eugene Orman

    @ Colin, 

    It is a good question. Here what you can do if you want to focus only on Agents and Admins via this filter:  

    • When you add the user filter to the dashboard set its label to User Filter Name.
      By doing this the user role will be displayed before user's name on the filter list, which will lead Agents and admins to appear on the top of the list. 
    • Another option is to use a dashboard User Filter Role. Once you'll apply it in the dashboard, set its default values to Admin and Agent and add it as a parent filter into User Filter Name settings.   

     

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