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 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.Figure 1. Saved condition
Field options in the Filter Editor
Table 1. 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.
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.