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Filtering dashboard data

The dashboard toolbar controls what data every tab shows: the date range, optional filters, and a period-over-period comparison. The controls apply across all tabs of the current dashboard.

Select a date range

The date-range picker sets the period the metrics cover. Choose one of the preset ranges (such as "Last 30 days", "This month", or "Last month") or select a custom start and end date, then click Search to apply. By default, dashboards show the last 30 days.

Note

The Sentiment Heatmap is limited to the last 30 days of the selected range — longer ranges are truncated to their final 30 days.

Add filters

Click Add filters to narrow the data behind the metrics by conversation criteria — for example, inbound conversations only, or conversations longer than 15 seconds. Add one or more criteria and click Search. All tabs — including the Conversations tab, so you can inspect exactly the filtered conversations — recalculate against the filtered data.

Compare to previous period

Select the Compare to previous period checkbox and click Search to benchmark the current period against the one before it. Each applicable metric is calculated for both periods — for example, this month and the previous month — and the change is shown both as an absolute number and as a percentage, so trends and regressions stand out immediately.

  • Dashboards overview — the tabs the filters apply to.
  • Advanced search — richer filtering when you are looking for specific conversations rather than aggregate metrics.