Data in the view can be displayed in a chart. To view the chart, click the Show/Hide chart icon .

Tables are updated to provide a more accessible and user-friendly experience through enhanced keyboard navigation, screen reader support, focus management, and improved accessibility compliance. These enhancements help users interact with table content more effectively. You can also resize columns and scroll horizontally, making it easier to view and work with large datasets.

To show or hide columns:

1. At the upper right corner of the table header, click the Edit columns icon. The Add/Remove Column pane appears.
2. Click the Manage columns tab. 
3. (Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z. 
4. (Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
5. (Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle.
6. Search or scroll to select the columns you want to view.
   Note: You can also use keyboard navigation to choose the columns.
7. Click Save. The selected columns appear on the screen.
   Note: The column selections appear only after saving the changes and do not apply to the table immediately.

To reorder the columns within the column picker:

1. At the upper right corner of the table header, click the Edit columns icon. The Add/Remove Column pane (column picker) appears.
2. Click the Reorder columns tab. 
3. Click the grid icon of a column, and then drag and drop to reorder it within the column picker.

To reset a view to default column settings, click Reset view to defaults .

You can select up to 20 columns.

To better accommodate your screen size and reporting needs, you can customize the table layout in the view.

Resize columns

To resize the width of a column:

1. Hover over the boundary between two column headers.
2. When the resize cursor appears, click and drag the column border left or right.
3. Release the mouse button when the column reaches the desired width.

Resizing columns can help you view longer values, such as conversation IDs, user names, or other data, without truncation.

Scroll horizontally

If the view contains more columns than can fit within the available screen width, a horizontal scroll bar appears at the bottom of the table.

To view more columns:

1. Use the horizontal scroll bar at the bottom of the table.
2. Scroll left or right to access columns that are not currently visible.

Horizontal scrolling lets you view all available data while maintaining your selected column widths.

To customize analytics views, use the date filter.

To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to one month. 

To use a preset to filter metrics, complete the following steps:

1. Click the date to display the date filter.
2. In the Presets list, select a preset date option.

Date presets

• To use a custom date range to filter metrics, complete the following steps:

1. 1. To display the date filter, click the date.
   2. Select a start date and an end date on the calendar.
   3. Click Apply.

• To view data for a different time period using the same date presets, click the arrows on either side of the date display. For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.

• To view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.

The global search allows you to easily find the available filters from the list of filters.

To find filters by global search, follow these steps:

1. Click the Filter icon . The Filters pane appears.
2. In the top section, in the Search for filters search box, enter the name of the required filter and select the filter from the search results.

To filter metrics by workbin, follow these steps:

1. Click the Filter icon . The Filters pane appears.
2. Under Workbin, in the Filter by workbin search box, enter the name of the workbin and select the workbin from the search results. You can continue to enter and select more workbins to add to the view.

To filter metrics by worktype, follow these steps:

1. Click the Filter icon . The Filters pane appears.
2. Under Worktype, in the Filter by worktype search box, enter the name of the worktype and select the worktype from the search results. You can continue to enter and select more worktypes to add to the view.

To filter metrics by queue, follow these steps:

1. Click the Filter icon . The Filters pane appears.
2. Under Queue, in the Search for queues search box, enter the name of the queue and select the queue from the search results. You can continue to enter and select more queues to add to the view.

Displays the routing methods requested for the interaction. Gives insight into each of the routing methods that the conversation went through before being answered, abandoned, or flow-out.

The routing data is relevant beginning September 5, 2020.

To filter metrics by routing requested, follow these steps:

1. Click the Filter icon . The Filters pane appears.
2. Under Routing Requested, select the required routing method to add to the view.

Displays the routing method used to get to the agent who answered the interaction.

The routing data is relevant beginning September 5, 2020.

To filter metrics by routing used, follow these steps:

1. Click the Filter icon . The Filters pane appears.
2. Under Routing Used, select the required routing used to add to the view.

Displays interactions with the routing skills assigned to the selected user. When one user views another user, divisional access is evaluated against the user being viewed, not against each individual skill assigned to that user. If you have permission to view a user, the Skills field displays all routing skills assigned to that user, regardless of the divisions to which those skills belong. To ensure that skill visibility aligns with your organization's access model, assign users only the skills that are intended to be visible to anyone who has permission to view that user.

For example, Agent Annie and Supervisor Bert both belong to the Alpha division. Bert is assigned the Returns skill (Alpha division) and the Warranty Support skill (Bravo division). When Annie searches for Bert, Bert appears in the search results because Annie has permission to view users in the Alpha division. Because Annie can view Bert, the Skills field displays both the Returns and Warranty Support skills, even though the Warranty Support skill belongs to the Bravo division.

To filter metrics by skill, follow these steps:

1. Click the Filter icon . The Filters pane appears.
2. Under Skills, in the Search for skills search box, enter the name of the skill and select the skill from the search results. You can continue to enter and select more skills to add to the view.

To filter metrics by language, follow these steps:

1. Click the Filter icon . The Filters pane appears.
2. Under Languages, in the Search for languages search box, enter the name of the language and select the language from the search results. You can continue to enter and select more languages to add to the view.

To filter metrics by wrap-up code:

1. Click the Filter icon . The Filters pane appears.
2. Under Wrap-up, in the Search for wrap-up codes box, enter the name of the wrap-up code and select the wrap-up code from the search results. You can continue to enter and select more wrap-up codes to add to the view.

Displays information for interactions that have the External Tag attached to the conversation record.

To filter metrics by external tag, follow these steps:

1. Click the Filter icon . The Filters pane appears.
2. Under External Tag, in the Filter by External Tag search box, enter the name of the external tag and select the external tag from the search results. You can continue to enter and select more external tags to add to the view.