Filtering a report: period, grouping and business hours

📍 Where to find it: Reports → (any tab) → filters at the top

All reports share the same filters at the top of the page to frame your analysis: the date range, the grouping (by day, week, month or year) and the "Business hours" toggle.

How it works

The date range offers shortcuts (last 7 days, last 30 days, 3 months, 6 months, last year) or a custom range. The grouping only appears if the chosen period is long enough (from 30 days onward): it determines whether each bar in the chart represents a day, a week, a month or a year. The "Business hours" toggle excludes time outside your opening hours from the calculation of response and resolution times.

Step by step

1. In any tab of "Reports", click the date picker at the top left.
2. Choose a shortcut (for example "Last 30 days") or "Custom date range", then your two dates and "Apply".
3. If the "Group by" menu appears, choose Day, Week, Month or Year depending on the detail you want.
4. Turn on the "Business hours" toggle to measure delays only during your opening hours.
5. The report updates automatically with each filter change.

Good to know

• Grouping by day is only possible for short periods; over a year, you will group by week or by month.
• The "Business hours" toggle only has an effect if your hours are set in the settings of the relevant inbox.
• The filters stay in the page address: you can copy the link to find exactly the same view again later.