Filters are a key feature in Qvasa’s dynamic dashboards, empowering users to refine and segment data at a granular level. With a flexible and user-friendly design, filters allow users to focus on specific attributes, time ranges, and AI-powered insights. This guide explains the concepts behind Qvasa’s filtering system and how to make the most of it.
How Filtering Works
Filters refine the dataset displayed on your widgets by applying specific rules or criteria. Each filter narrows the data scope dynamically, ensuring you see only what’s most relevant. Filters are categorized and applied based on attributes like ticket characteristics, agents, attributes, and qualitative data.
Core Concepts of Filtering
1. Static Attributes
Static attributes encompass all ticket fields natively available in Zendesk, such as:
- Standard Fields: Status, priority, assignee, brand, etc.
- Custom Fields: Any organization-defined ticket fields added in Zendesk.
These attributes are foundational filters, allowing users to segment data based on ticket properties.
Example Use Case: Filter tickets with the status "Pending" to monitor unresolved issues.
2. Date and Time Filters
By default, newly added widgets will have a date and time filter of "Last 7 Days". Date and time filters allow users to segment data over custom time ranges. By adjusting three key parameters, users can create rolling or static date ranges:
- Time Unit: Granularity of the time (e.g., months, weeks, days, hours, or minutes).
- End Date: Cutoff point for the filter, which can either be set (e.g., 10/12/2024) or left unset for rolling filters.
- Units Back: Number of time units to look back from the end date.
Examples:
- Rolling Date Range:
- Time unit = days, end date = unset, days back = 7.
- Captures data from the last 7 days, automatically updating as time progresses.
- Static Date Range:
- Time unit = weeks, end date = 10/12/2024, weeks back = 4.
- Captures data for the 4 weeks prior to 10/12/2024 (from 9/15/2024 to 10/12/2024).
Special Case:
- Starting From Today:
- Time unit = days, end date = unset, days back = 0.
- Captures data from midnight of the current day onwards.
3. Excluding Attributes
All attributes, including static attributes, tags, and AI-generated fields, can be excluded. This feature provides unparalleled flexibility, allowing users to focus on actionable data by omitting irrelevant categories.
Example Use Cases:
- Exclude Tags: Filter out tickets tagged as "Internal_Testing" to analyze only customer-facing tickets.
- Exclude Agents: Exclude tickets handled by specific agents to refine performance metrics.
4. Qvasa-Generated Attributes
Qvasa extends Zendesk’s functionality by introducing AI-powered attributes:
- AI-Generated Fixed Categories: Predefined ticket groupings customized by the user.
- AI-Generated Contact Reasons: Automatically identified reasons for customer contact, grouped into meaningful clusters.
- more
These AI-generated attributes offer deeper insights and segmentation beyond Zendesk’s native capabilities.
Example Use Case: Analyze common customer issues (e.g., "Billing Problems") using AI-generated contact reasons.
5. Time Units
Filters support the following time units:
- Months
- Weeks
- Days
- Hours
- Minutes
Example Use Case: Use time unit = hours to analyze ticket trends within a single business day.
6. Widget-Level Filtering
Filters are applied at the widget level, enabling users to customize each visualization with its own filtering criteria. Unlike traditional dashboards, where filters are global, this feature allows for tailored insights across widgets.
Bulk Actions: Users can bulk apply or clear filters for multiple widgets simultaneously, streamlining dashboard configuration.
Example Use Case: Apply a filter for high-priority tickets to all widgets on a dashboard for a focused analysis.
How to Apply Filters on the Widget Level
- Select a Widget: Open the filter settings
for the widget you want to customize.
- Choose Attributes: Use static attributes, AI-generated attributes, or both to refine the data.
- Set Date and Time Parameters: Define the time unit, end date, and units back to create a rolling or static time range.
- Exclude Attributes (Optional): Omit irrelevant tags, agents, or other attributes for a cleaner dataset.
- Apply Filters: Confirm the changes to update the widget with the filtered data.
How to Apply Filters on the Dashboard Level
- Select a Dashboard: Open the dashboard you want to customize.
- Edit: Click the Edit button to go into edit mode.
- Bulk Apply Filters: Click on the
button
- Choose Attributes: Use static attributes, AI-generated attributes, or both to refine the data.
- Set Date and Time Parameters: Define the time unit, end date, and units back to create a rolling or static time range.
- Exclude Attributes (Optional): Omit irrelevant tags, agents, or other attributes for a cleaner dataset.
- Apply Filters: Confirm the changes to update the widgets on the dashboard with the filtered data.
Example Scenarios
Scenario 1: Rolling Last 7 Days
To track ticket activity over the past week:
- Time Unit: Days
- End Date: Unset
- Units Back: 7
Scenario 2: Analyze Agent Performance
To evaluate tickets assigned to specific agents:
- Filter by Agents and select the desired agent IDs.
- Exclude tickets where agents were unassigned.
Scenario 3: Monitor AI Contact Reasons
To analyze the distribution of AI-generated contact reasons:
- Use AI-Generated Contact Reasons as a filter.
- Exclude irrelevant categories or reasons to focus on key trends.
Advanced Features
- Excluding Tags: A unique feature of Qvasa’s system, allowing users to filter out tickets based on tags—a capability not available in Zendesk.
- Custom Categories: Qvasa’s AI allows users to create and filter by fixed categories or dynamic attributes tailored to their business needs.
Qvasa’s filtering system is designed for ultimate flexibility, enabling users to tailor their dashboards and widgets to their specific needs. By combining static attributes, AI-powered insights, and advanced date/time filters, users can extract the most relevant data for actionable insights. Whether you’re analyzing a single agent’s performance, monitoring ticket trends, or exploring AI-generated contact reasons, the filtering system offers unparalleled precision.
Let us know if you need further assistance or would like us to guide you through setting up filters!
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