If your Explore role is Viewer or higher, you can change the information you view on both prebuilt and shared dashboards by using interactive widgets.
Prebuilt dashboards contain some of the available interactive widgets. To add additional interactivity, editors must create new custom dashboards (see Adding interactive dashboard widgets) or clone a prebuilt dashboard (see Cloning dashboards).
Filtering by data values and results
Use filters when you want to restrict the data shown on a dashboard to more specific values. On prebuilt dashboards (and often many custom dashboards), filters are located at the top of the dashboard.
When you click a filter, you are shown a drop-down list of values from which you can choose to include or exclude specific values from the report results on your dashboard. This enables you to focus on a specific group, channel, etc.
You can filter a dashboard's results by selected attribute values or by a range of results. If you are an editor and would like to add data value and result filters, see Filtering results.
This section contains the following topics:
Filtering dashboards by attribute values
On a dashboard, you can filter by any attribute value you want to see. These filters are referred to as data filters. For information about adding data filters to dashboards, see Adding data filters.
This example filters the Tickets channel overview.
To filter by data values
- Open a dashboard from the dashboards library.
- Click the data filter option. The pre-built dashboard data filters will be at the top of the dashboard.
- Select your value.
If you want to exclude values, you can select the Exclude panel instead.
- Click Apply.
Your report now reflects the filter you applied.
Filtering dashboards by metric result ranges
If configured on a custom dashboard, viewers can filter reports by a specific numeric range. This type of filter is referred to as a metric filter. Metric filters are not on the pre-built dashboard and must be added by an editor to either a cloned pre-built dashboard or a new custom dashboard. For information on adding metric filters, see (Adding a metric filter).
The dashboard in the example below is a customized version of the Overview pre-built dashboard with a metric filter added for Ticket created - This year.
- Open a dashboard from the dashboard library.
- In the Metric filter widget, drag the two circles until they show the result
range you want to view.
All reports containing the same metric will be filtered. The metric filter above restricts Tickets created - This year results to between 180 and 280. The Tickets Created Year over Year report will only show months with results that are in this range.
Filtering dashboards by top/bottom values
If you don't want to restrict results by a certain range, but instead would only like to see the highest or lowest results you can use a top/bottom filter. Top/bottom filters are not on the pre-built dashboard and must be added by an editor to either a cloned pre-built dashboard or a new custom dashboard. For information on adding top/bottom filters, see (Adding a top/bottom filter).
The dashboard in the example below is a customized version of the Overview dashboard with a top/bottom filter added.
- Open a dashboard from the dashboards library.
- In the Top/Bottom filter widget, enter the number of top and bottom values to
- Select a metric from the drop-down list.
Your report will be filtered by your top/bottom selections.
Below is the Ticket Channel overview report filtered to the top and bottom two results for First reply time (hrs).
Editing the dashboard date range
In Explore, you can edit the date range a dashboard displays by using time interactive widgets.
Selecting a specific date range
In Explore, you can show results for a specific date range, using a time filter. A time filter is useful for focusing in on a specific ranges or breaking down reports with a large number of results. If you are an editor and would like to add a time filter, see Adding time filters.
This example filters the pre-built Overview dashboard.
- Open a dashboard from the Dashboards library.
- Click the date filter widget. The pre-built filters are located at the top of the page.
- Select a beginning and end date.
Depending on how the filter is configured, you will either select dates from a calendar or select a date range. The time filter on the pre-built dashboard uses a calendar.
All of your charts will only show results from the selected dates.
Changing the metrics and attributes used
Reports added to a dashboard might only represent one combination of a metric and attribute. Interactivity enables you to switch the metrics and attributes used, so you can further customize what data is shown. The interactive widgets in this section are not available on pre-built dashboards. An editor must either clone a pre-built dashboard or create new, customized ones.
You can use change metric and change attribute interactive widgets to change the initial elements used, so you can view the different outcomes of the same report. Change metric and attribute widgets are not on the pre-built dashboard, and must be added by an editor to either a cloned pre-built dashboard or a new custom dashboard. For more information on adding, see Selecting new metrics and attributes.
The dashboard in this example is a customized version of the Overview pre-built dashboard with change metrics added.
- Open the dashboard from your Dashboards library.
- In the Change metrics widget, select a new metric from the drop-down list. If
you are using the Change attribute widget, select a new attribute.
You chart is updated with the new metric or attribute. Below is the Ticket Channel overview report, but with Full resolution time (hrs) changed to Agent replies.
Switching between filtered dashboard versions
An editor of a dashboard can save different versions of dashboards filtered states (see Dashboard bookmarks). This feature is referred to as the bookmark interactive widget. You can navigate between saved filtered states by selecting different bookmarks. A viewer cannot save a filtered state.
- Open your dashboard from the Dashboards library.
- In the Bookmarks widget, select one of the saved bookmarks.
- Click Reset under the list of bookmarks to revert the dashboard back to its unfiltered state.
Changing chart types
For some reports on dashboards, you can change the chart type, or visualization, used. This is done using the visualization selector feature. If a report has the visualization selector enabled, the different visualizations a viewer can switch to are shown as icons in the top-left corner of the report.
For example, in the image above, the report lets you switch between column, line, and sparkline charts. For more on chart types, see Visualization types reference.