Use filters in the Users tab

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 3 min. de leitura

    • You can use filters to get a deeper understanding of User data.

    Filter using the filter editor

    The filter editor enables you to filter users based on one or more conditions. You can either select an existing filter from the list or create a new filter using the editor.

    The filter editor consists of the following:
    • Field: A list based on relevant tables.
    • Operator: A list of operations that is contextually generated based on the selected field.
    • Value: A text entry field or a list that is contextually generated based on the selected field.

    To remove a condition, select the delete icon Delete icon. next to the condition. To add dependent conditions in the condition builder, either select or or and. To filter the conversations list using the condition, select Update.

    To save a condition that you created in the filter editor, select Save filter. In the Save Filter pop-up window, specify a name for the filter. You can also set permissions for the filter in the Save Filter window. Users having the Chat Analytics Viewer (chat_analytics_viewer) role can select and modify your saved filters.
    Figura 1. Saved condition
    Filter Editor with filters dropdown open, All filter selected, and Channel Web Client shown under Saved Filters.

    Field options in the Filter Editor

    Tabela 1. User filters
    Channels Filters users based on the communication channels.
    Created Filters users based on the date and time when the conversation was created.
    Created On Filters users based on a specific date when the conversation was created.
    Created by Filters users based on the user who created the conversation.
    Domain Filters users based on specific domains related to the conversation.
    Is Anonymous Filters users who had conversations as anonymous users.
    Last Conversation Filters users based on the last conversation.
    Sys ID Filters users based on the Sys Id.
    Tags Filters users based on the tags associated with conversations.
    Updated Filters users based on when the conversation was last updated.
    Updated by Filters users based on who last updated the conversation.
    Updates Filters users based on updates to a conversation.
    User Filters users based on user name.
    Keywords Filters users based on keywords related to the conversation.
    Tabela 2. User filters
    Option Description
    User ID User ID of the logged in user.
    User Index Unique number that the system creates and permanently assigns to a Virtual Agent user. This number becomes a part of conversation records.
    Conversation Exists Container for subfilter properties. For example, in the previous image, the subfilter is Duration.
    Channel Count Number of channels a user used. A channel is the client app the user used, such as Slack. For example, if all users have used only one channel to chat with Virtual Agent, then setting the filter value to 2 eliminates all the users in the list.
    Channels Only displays users that used the specified channel to chat.
    Conversation Count Only displays users that have the number of conversations specified in the filter.
    First Conversation Time Only displays users where the first conversation is within the time period specified.
    Language Only displays users that chat using the specified language.
    Last Conversation Time Only displays users where the last conversation is within the time period specified.
    Time in Chat Only displays users whose chat durations are within the time period specified, for example, more than 30 seconds.
    Tabela 3. User filters
    Option Description
    Hashed User index Encrypted version of the system user ID.
    User Index Unique number that the system creates and permanently assigns to a Virtual Agent user. This number becomes a part of conversation records.
    Conversation Exists Container for subfilter properties. For example, in the previous image, the subfilter is Duration.
    Channel Count Number of channels a user used. A channel is the client app the user used, such as Slack. For example, if all users have used only one channel to chat with Virtual Agent, then setting the filter value to 2 eliminates all the users in the list.
    Channels Only displays users that used the specified channel to chat.
    Conversation Count Only displays users that have the number of conversations specified in the filter.
    First Conversation Time Only displays users where the first conversation is within the time period specified.
    Languages Only displays users that chat using the specified language.
    Last Conversation Time Only displays users where the last conversation is within the time period specified.
    Time in Chat Only displays users whose chat durations are within the time period specified, for example, more than 30 seconds.
    Custom Properties Only displays users that contain the specified custom properties.