How To Use Drill-In Across Reports

Objective

Move from a summary metric to the records behind it and understand which filters define the drill-in scope.

Environment

• You are viewing the Overview or another Realtime report page with a metric that shows a Drill in link or arrow.

Resolution

1. Choose the page and set its filters, such as Brand, Group, or Channel. These filters set the page-level scope for the metrics.
2. From a topline metric card, select the value or its Drill in link or arrow. The detail view opens for the records behind that metric within the current page scope.
3. In an Overview report, choose a grouping and find a row with an available Drill in control. Selecting a metric in that row carries the row’s scope into the detail view along with the page filters.
4. The scope depends on the report and the row you choose. A channel report can open a channel-only drill-in; a row or page scoped to both a Brand and Channel can open a drill-in with both dimensions. Check the detail view’s title and selected filters to see what it includes.
5. Review the matching tickets, work items, agents, SLA targets, or CSAT records. Use the detail view’s filters to narrow the results, and choose Export CSV where available.
6. Use Drill in on supported metrics from the Overview and other Realtime pages, not only from topline cards. The control appears when that metric has a supported detail view and records to show. If it is not shown, that metric does not currently offer a drill-in for the selected context.