Report filters and groups
In Dynamics 365 Customer Service and Omnichannel for Customer Service, historical analytics reports are grouped into categories.
Omnichannel historical analytics reports:
- Summary and Bot tabs
- Conversation, Queue, and Agent tabs
- Topics tab
- Voice tab
- Unified routing tab
Customer Service historical analytics reports:
- Summary, Agent, and Topics tabs
Knowledge analytics reports:
- Search Term Insights tab
- Article Insights tab
When you set one or more filters on a report, the filters are applied to the entire report group. Say, for example, that you've set the "channel" filter to display records related to the live chat channel in the Conversation tab of the Omnichannel historical report. This filter is automatically applied to other tabs of the report group—Queue and Agent—but not to the Bot, Summary, Topics, Voice, or Unified routing tabs.
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