Advanced analytics


Drill into data

After you add an insight to the dashboard, you configure drilling for the insight. You cannot drill into a KPI.

You can drill into the following:

  • Insight
  • Dashboard
  • URL

After you configure the drilling, when you click on a fact, metric, or attribute in the View mode, the target insight, dashboard, or URL opens.

You can configure multiple drilling options for the same insight. Example: You can configure drilling into an insight and a dashboard.

Configure drilling

  1. Click the Insight to view the menu options.

  2. Click InteractionsDrill InteractionsAdd interaction.

  3. Choose the data item for which you want to drill.

    Advanced analytics - Drill into data
  4. In the I want to section, choose whether you want to drill into the insight, another dashboard, or a URL.

    • Drill into dashboard: Choose an existing dashboard. You can choose dashboards that you created or those that are shared with you.
    • Drill into insight: Choose the insight to which you want to drill. You can choose insights that you created or those that are shared with you.
    • Drill into URL: Either choose an existing URL or create a custom URL.
    Conversations - Analytics I want to section
  5. Click Save.

View results

  1. On the dashboard, go to the insight.
  2. Click the item into which you want to drill. Then, click an item in either the Drill down or Drill into sections.
Conversations - Drill down or into an item in analytics

Export a dashboard

To export a dashboard, click the three dots against the dashboard and choose one of the following file formats:

  • .csv
  • .xls

The dashboard is downloaded as a static file.

Advanced analytics - Export a dashboard

View graph details

Hover over the question mark icon for more information about the graph.

Advanced analytics - View graph details

View data point details

Hover over a data point in the graph for more information.

Advanced analytics - View data point details

Sort data in tables

To sort the data in a table, click the relevant header.

Advanced analytics - Sort data in tables

Filter data

You can utilize the filters located at the top of each page to filter the displayed data according to your chosen criteria. Note that the specific set of filters may vary from one page to another.

Advanced analytics - Filter data

Show or hide data in graph

You can hide data so that only the required data is visible in the graph.

In the key next to the graph, click the items that you want to hide. Similarly, to add this data back, click the items again.

Advanced analytics - Show or hide data

You can also hover over a data point in the graph to highlight the entire set of data. Example: In the following image, hovering over a data point in the Conversation Status: OPEN graph highlights only that graph.

Advanced analytics - Highlight data

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