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Knowledge Base

FAQs & More

Tips, tricks, and answers to frequently asked questions

Analytics FAQs

What's covered in this article?

Whats the difference between Dashboard and Reports? When should I use them?




Dashboards are specific to the dataset itself. You can think of the Dashboard page as a place to create fully customisable reports or even a homepage for your datasets. Here you can add high-level information on the datasets, such as accuracy of the model, various charts, recent verbatims and the health of your taxonomy, etc. 

For more information, please click here



Reports are verbatim and thread-level reports, if the data is in thread form (e.g. call transcripts and email chains). If not, the verbatim filter will be the default. 

For more information, please click here


How do I manage my Dashboard(s)?


Dashboards are designed to be super flexible and fully customisable.

To create a card on your dashboard, create the filtered card on the Reports page and tap the 'Add to dashboard' button in the top hand corner. If you want to make a change to the filters of a specific card, you can do so directly from the dashboard. 

You can filter specific charts further within the dashboard, and also have access to a global filters feature, which allows you to augment any existing filters across the existing cards on the dashboard (by narrowing down to a specific time-range, for example). 

See more information here 


What does Compare do? How do I use it?


The Compare page can be used to compare cohorts of verbatims or threads and conduct A/B testing. This functionality has many useful applications, such as testing the impact of a new marketing initiative or change programme over a time series, or between different regions or customer groups.

You can then filter the two different cohorts, A and B, using the filter bar. 

See more information here 



Whats the difference between a label or property filter and 'chart labels' or 'chart values'?


Filters narrow down the number of verbatims (i.e. messages) or threads (i.e. conversations) that are in scope for your analysis or exploration, allowing you to target very specific segments or cohorts of your dataset.

Charting specific labels or values just determines which labels or values are shown on the charts, it doesn't limit the scope (i.e. number of verbatims or threads) that the platform is considering when rendering the charts in Reports.

A quick summary:

Chart labels: Used to select which labels actually appear or do not appear in the charts in the Reports page. 

Chart values: Used to chart specific string property values on a chart in the Segments section of the Reports page. 

See more information here

Label filter: Works the same way as in Explore, where you can use the label filter bar to filter for verbatims that have (or do not have) specific labels predicted. 

Property Filter: Works the same way as in Explore, where you can use the property filter to filter by specific properties which includes metadata, dates, etc. 

See more information here


How do I apply filters?


See here for how to apply filters generally, or here for how to apply advanced prediction filters (i.e. multiple label filters) 


What does the verbatim / thread filter do?


'Verbatims' allows you to apply analytics at the level of conversations, in addition to individual messages. 

The "Threads' filter is applicable for longer-form conversations like email threads, phone calls and live chats. Once the 'Threads' filter is selected, a fourth reports tab will become available, containing charts relating to thread properties and label volumes.

See more information here



How many filters can I apply in the filter bar?


You can apply as many filters as you like in the filter bar to get as specific as you need to with your analysis.


How do multiple filters combine with each other?


As a rule of thumb, different filter types get combined (i.e. they create 'AND' statements) together if multiple filters are applied, narrowing down the selection each time another filter type is added.

Different values within a filter type (with the exception of labels) get grouped together (i.e. they create an 'OR' statement). For example, if you apply a 'Sender Domain' filter for emails, and select multiple values, the platform will filter to verbatims or threads that have any of the selected values as the sender domain.

Labels are the exception as you can apply 'AND' as well as 'OR' statements with label filters, by adding multiple ones. See more information here.


How do I create Dashboard charts that update automatically based on the latest data?

If you do not have a time series filter applied to your charts, every chart will automatically update as new data is added. This is dependent on having a live integration for your data into the platform.

You can also add dynamic time filters to charts in your dashboard, e.g. last 7, 30, 90 or 365 days. These will also automatically update as time passes and newer data is added.


How do I export the data from Reports?


To export data from individual reports, click the three dots in the top right of a given report and select 'Download Chart as CSV'. The CSV generated will generate outputs based on the report that is visualised.



How do I set up a live connection between the data outputs, and my own visualisation tool?

The platform makes all of the data in a dataset accessible via the API, which can be integrated to downstream databases or directly to visualisation tools. To find out more about integrating Communications Mining, see our developer documentation here.


Can I create more than one Dashboard? 


Yes. To create a new Dashboard, click on the '+' button near the top right section of the Dashboard page. You will be presented with the option to 'Clone this dashboard', or 'Create from scratch'. 

Is there a maximum number of reports that I can include in the Dashboard?

No, you can add as many charts as you like to your dashboard, and you can create as many dashboards as you like for each dataset.

In Reports, what is the difference between Label Summary, Trends, Segments, and Threads? 

Label Summary: Shows charts of label volumes 

Trends: Shows charts of verbatim volumes, by label 

Segments: Shows charts of label volumes split by verbatim metadata category (also known as user properties) 

Threads: Shows charts of thread volumes 


Why is 'Threads' not available to me under Reports?

Thread charts and filters are only available when the data is aggregated by threads (i.e. conversations) rather than by verbatims (i.e. individual messages). Typical examples are email threads, chat conversations, and call transcripts.

I have Threads enabled on my dataset. Why can't I access the Threads tab on the Reports page? 

You must be on the Threads filter on the left hand filter bar before you can access the reporting capabilities under the Threads tab.  

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