Definition

Realtime can group and filter support metrics by business dimensions such as Brand, Group, Market, and BPO Vendor.

Context

Choose a dimension that matches the operational question: a brand view compares customer-facing properties, while a group view compares teams handling work.

Attributes

  • Global Brand and Group filters set page scope on supported pages.
  • Overview reports can use a primary grouping and, where available, a secondary grouping or BPO Vendor filter.
  • The available dimensions and rows depend on the connected Zendesk data and your access scope.
Note: Check the scope

A second grouping adds detail under a primary row; it does not create a separate independent total.