| Suite | Professional, Enterprise, or Enterprise Plus |
| Support with | Explore Professional or Enterprise |
This article outlines some of the best practices you can use to help you get the most from dashboard filters. To learn more about filters and how to add them to your dashboard, see Adding interactive dashboard components.
This article contains the following sections:
- Use reports from fewer datasets
- Select time filters you need
- Link data filters
- Exclude filters from reports
- Use time filters
- Save default filter values
- Use filters across multiple tabs
Use reports from fewer datasets
To simplify the dashboard filtering process, don't use reports from too many datasets. Typically, one or two datasets will provide enough data. For example, reports in the most common prebuilt dashboard tabs are based on one dataset.
Sometimes, you'll need to add reports from multiple datasets to a dashboard. In such situations, review the reports in the tab to ensure they can't be created from the same datasets.
For more information about the metrics and attributes contained in each dataset, see Understanding Explore datasets.
Select the time filter attributes you need
Each dataset has multiple time attributes. All these attributes are listed in the time filter menu and can be used to filter the dashboard tab. If reports added to the dashboard are from multiple datasets, then time attributes from multiple datasets will be available in the filter menu.
The goal is to select only those time attributes that you actually want to use for filtering the reports in the tab. Typically, you will need one to three time attributes per tab. For example, the Tickets tab of the default Support dashboard uses two attributes for time filtering, Ticket created and Ticket solved.
Link data filters
If you use more than one dataset in the same dashboard, you must link data filter attributes to the equivalent attributes from other datasets.
For example, the Satisfaction tab of the default Support dashboard uses reports from two datasets: Tickets, and Updates history. The data filters are based on the attributes from the Tickets dataset. To ensure that these filters are applied to all reports, they are linked with attributes from the Updates history dataset.
Exclude filters from reports
There are three main reasons for excluding dashboard filters from individual reports:
- You are using more than one attribute in the time filter
- You don't want some of the reports to be affected by a specific filter
- A dashboard filter might override results returned from a filter on the report itself
Dashboard filters can be disabled for each report via the Exclude filters setting. See Excluding reports from dashboard filters.
Use time filters
When using time filters on dashboards, it’s better to select a specific time limit rather than the All history value. Selecting All history means that no time frame is selected. In other words, it doesn’t filter any report on the dashboard. Additionally, the All history value isn't included in the new Explore dashboard builder.
As a result, if some reports on your dashboard have report-level filters, they will still apply even when the reports are viewed from the dashboard because All history doesn’t override them.
Save default filtered views
Values selected from a dashboard filter are not automatically saved. Therefore, the filter selections are reset each time the dashboard is accessed or reloaded. Because of this, it's important to set the default view for each dashboard tab. This is especially important if a time filter is used in the tab or the dashboard will be scheduled for email delivery or shared externally. For help with bookmarks, see Bookmarking dashboard states with filtered views.
Use filters across multiple tabs
With the correct configuration, you can make data filters, time filters, and live data filters work across multiple dashboard tabs. To do so, add the same filter to each tab you want it to affect. See Filtering results across multiple tabs.
35 comments
Ovidiu Marin
Hello!
I'm currently trying to build a dashboard and I'm encountering a few issues. I'm not sure if this is me doing something wrong or if there are differences between how Live Data and Reports work in Normal Dashboards vs Live Dashboards. My guess is that it's a bit of both.
For context - I am looking to achieve the following scenario:
1.
My dashboard needs to show Support - Agents Online and I need to be able to drill into the data. I basically want to see this:
This only works if I use the Beta dashboard. If I use the legacy dashboard I can't drill in. If I edit the dashboard to allow for drill in. In edit mode, once I go to Tab Options and select the drill in Interaction as being allowed, it will let me drill in, but will show me something totally different. Also, when I click Publish and then reload the dashboard, the drill in option gets unselected from the Interaction options.
This is what I see when I drill in in edit mode:
My conclusion so far is that in order to use Support - Agents Online Live data I *HAVE* to use Beta Dashboards - is this assumption correct?
2.
On the same dashboard, in the context of Omni Channel Routing, I want to see how much time has each agent spent in "Online" status on the current day. This used to work fine before October 9th, 2023. Not sure what changed on that day but I can now only report historically on Live data meaning that, in the aforementioned scenario, I can only see how much time people spent Online for previous days, but not for the current running day. This is valid using both the Agent state as well as the Agent state daily datasets. The difference is that Agent state daily gives me more data based on when agents change status throughout the day, but still not live. I can share screenshots but I realise that it would make this post too long.
3.
I have a report showing tickets assigned per person, broken down by each hour of the day, for the current day. Report runs fine, but I have trouble filtering it for historic data when I put it into a dashboard.
In a legacy dashboard, I have to add a dashboard filter, otherwise the ability to filter the report just isn't there(despite the report having filters). This is all fine but point 1 is a problem, both for the live data but also for the inability to drill in
In a beta dashboard, If I do add a dashboard filter, it will affect the other report(see point 4) as it is using the same metric, and I can't find a way to exclude it.
4.
I have a report showing tickets assigned per day for the current week. Identical issue to point 3.
I realise it's a long post, happy to break it down and provide further details as needed.
Thank you,
Ovidiu
0
Darenne
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Permanently deleted user
How can I create a dashboard like this:
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Gabriel Manlapig
Yes, bookmarks will remain and be applied to the dashboards sent to external users or end-users via scheduled deliveries or shared via an external link.
I hope that helps. Thank you!
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Sarge
Does the set bookmark remain in place when scheduling the report to send via PDF?
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Zsa Trias
Hello Hannah!
In the filter configuration, the option to 'link with' is used to match up the same fields from different datasets. But for time filters, you can simply pick all the ones you need from the list.
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Hannah Lucid
Hi! Is there a way to link time filters? I don't see the option available as shown in the screenshot.
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Elaine
When you're using multiple datasets in the same dashboard within Zendesk Explore, it's important to ensure that data filter attributes from one dataset are correctly linked to the equivalent attributes in other datasets. This ensures that filtering actions you apply to one dataset will also affect the data displayed in other datasets, maintaining data consistency and relevance across your dashboard. Please note that if the dropdown values within the set or group don't match, linking won't be possible.
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Alfredo Iglesias
Hi!
Does the "Link Data Filters" function work with "Sets"/"Groups" I have a group with all the values that need to be replicated and the Link does not work. I tried working with the main field "Assignee Name" and the link worked.
Can you explain to me if this is a supposed behavior, as when I filter for the Group created, the "Link Data Option" is available.
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Dane
As for Dashboard filters, you only have the capability to exclude the query from the filter or to select what dataset on all the queries will be affected. Hence, if you selected multiple filters it will apply it to all the query on your Dashboard and will not follow a hierarchy.
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