Filter and explore analytics
Two flows in this article: filtering Analytics dashboards and sections down to what you care about, and using the AI features to interpret what the charts are showing you.
Filtering
Every view in Analytics responds to the same global filter controls. Setting a filter once applies it across every view you visit. Support Overview follows the same date, channel, team, country, and brand filtering pattern.
The filters
- Date range — Today, last 7/14/30/60/90 days, or custom dates
- Channel — Email, Chat, Voice, SMS, WhatsApp, Social
- Team — Filter to specific teams
- Market — Geographic breakdown
- Brand — For multi-brand organizations
The Chat channel includes both current webchat conversations and legacy chat conversations through the server alias. The Voice filter includes all phone and voice telephony conversations, including legacy voice-channel conversations, so CSAT and other analytics stay continuous across telephony paths.
In Analytics v2, each KPI definition explains what Channel means for that card. As a rule of thumb:
- Most historical, demand, and outcome metrics use the channel the conversation arrived on.
- Backlog and open-now metrics use the channel the conversation is on now.
- Phone and call metrics treat Channel as selecting calls, so choosing a non-phone channel selects no calls for those metrics.
Common filter patterns
- Last week’s performance — Date = Last 7 days
- Just my team — Team =
<your team> - Compare two teams — Filter to one, screenshot, then switch — Analytics doesn’t currently overlay two team filters in one view
- Just chat conversations — Channel =
Chat - Q1 retrospective — Date = Custom, Jan 1 – Mar 31
- Just one country’s customers — Market =
<market>
Filters persist across views
Set a filter on the Overview, then click into Agent Performance — the filter is still applied. Saves you from re-filtering at every view switch.
To clear filters, click Clear all at the top of the filter bar.
AI Insights — get a narrative
Charts on the Classic/V1 analytics views carry an AI Insights button that appears on hover, and only for Atender superadmins. Click it. Atender opens an Insights panel listing general things to look for on that metric.
Examples of what it produces:
“SLA compliance improved 1.2% due to faster first response times.”
“Email channel is the main SLA risk - 78% of breaches occur there.”
This is especially valuable for:
- Briefing stakeholders without manual analysis
- Spotting correlations you wouldn’t have noticed
- Sanity-checking your own interpretation of a chart
The list is the same every time you click — it is fixed guidance held per metric in the app, not a summary generated from the currently filtered data.
Chat about this data — ask questions
The same charts also carry a Chat about this data button that opens a floating AI panel. Ask natural-language questions:
- “Why did our response time spike yesterday?”
- “Which agent improved the most this month?”
- “How can I reduce our reopen rate?”
- “What’s causing the backlog growth trend?”
The AI responds with contextual, data-informed answers that reference your actual metrics. It’s like having a data analyst on call.
The chat is scoped to the chart you opened it from. To ask broader questions, navigate to the relevant chart first or use the custom analytics builder.
A typical investigation flow
- Start at Overview. Look at the trend indicators — what’s getting better or worse?
- If a KPI’s trending wrong, drill into its dedicated view. SLA dropping? Open SLA. CSAT dropping? Open Customers & CSAT.
- Filter to the suspected cause: team, channel, time period.
- Click AI Insights on the chart that surprised you. Read the list.
- Click Chat about this data to ask follow-up questions: “is this driven by the new chatbot, or by staffing?”
- Drill further if the AI suggests a specific cause: e.g., open Agent Performance to see if a specific person is the source.
What the filters DON’T do
- They don’t change the underlying data — they only narrow what’s displayed.
- They don’t apply separately to Chat about this data — it always reads the filtered data on the chart it’s invoked from. AI Insights ignores the filters entirely: it is the same fixed list for a metric whatever you have selected.
- They aren’t cleared by signing out — Analytics v2 stores your filter set, window and comparison in the browser, per tenant, and restores them the next time you open Analytics. To save a frequent filter combination, use a custom analytics module instead (see Build custom analytics).