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 6 weeks. 

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

1. To display the date filter, click the date.
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. Click the date to display the date filter.
   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.

To filter by media type, perform the following:

1. Click the Toggle filters panel icon .
2. Select the required media type. 

The selected media type icon is displayed above the column headers. For more information about various media types and their settings, see the Set behavior and thresholds for all interaction types section in the Create and configure queues.

To enter the names of wrap-up codes for the information you want to view, click the Filter by wrap-up code(s) search icon . Enter the name of the wrap-up code and select the name from the search results. You can continue to enter and select additional wrap-up codes to add to the view. 

Filter by selecting multiple wrap-up codes

You can select multiple wrap-up codes to filter by. 

1. In the wrap-up code's row, select the check box.
2. Continue selecting wrap-up code check boxes to add to filters. 
3. Click Add to filters.

To enter the names of queues for the information that you want to view, click the Filter by queue(s) search icon. Enter the name of the queue and select the name from the search results. You can continue to enter and select additional queues to add to the view. 

Filter by selecting multiple queues

You can select multiple queues to filter by. 

1. In the queues row, select the check box.
2. Select the appropriate queue checkboxes to add them to the filters. 
3. Click Add to filters.

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.

The top of the view displays the totals for your selected date range. To display a graph of a metric per interval within the date range, select a metric in the totals row. 

In the graph:

• View the metrics by interval for the selected metric.
• View the highest and lowest intervals for the selected date range, as shown by and above the bars.
• View talk, hold, and ACW metrics in relation to handle metrics.
• To see numeric information, hover over the bars.

To filter by information about the interaction, click the Filter , and then search or scroll to select the filter you want to use.

Interaction filters

To filter by outbound information about the interaction:

1. Click the Filter .
2. Click the Outbound tab.
3. Search or scroll to select the filter that you want to use.

Outbound filters

To filter by information about the Predictive Engagement journey details of the interaction:

1. Click Toggle filters panel . 
2. Click the Journey tab.

Journey filters