360 Filters Overview

Jessica Bryant

Updated July 16, 2025 13:50

Global Filters make it possible to customize the data and insights you want to see in Case Management and Executive Dashboards based on several attributes (e.g., filtering by Sources, Dates, and Hierarchy). Reports and Dashboards have unique filters that reflect the charts/data you see on the page.

On the dashboard, users can filter down data by different sources, dates, and hierarchy levels. For Text Analytics reports, users can filter cards by key survey attributes, product groupings, categories, sentiment, or specific open ends. Again, these filters allow the user to narrow dashboard results and unlock key insights in the data. Some filters are not linked to certain 360 cards. You can hover on the i icon next to each filter to see which cards the filter does work with, as shown here:

Hovering over the date filter will display the card's name that is not affected by this filter. In this case, it is a category trend card called Trends.

Getting to 360 Filters

Log into the 360 reporting website.
Click on the report or dashboard that you wish to view.
On the left navigation pane, click on Filters.

Dashboards

Most users will have a Text Analytics Dashboard or an Executive Dashboard. Your reporting website may have additional dashboards. If you have access to multiple projects, you may have a separate dashboard for each one. Filters will apply to any dashboard.

Reports

There are several different types of reports that you can filter:

Comment
Category Trends
Cases
Alert
Case Summary
Alert Summary
Sentiment by Region
Emerging Themes
Product Impact

Dashboard Filters and How to Use them

Below you will see each available filter and how to use it. In column 3, you will know each report or dashboard the filter applies to.

Filter	How to Use	Report or Dashboard
Product Groups	The Product Group filters allow you to select one or multiple pre-defined product groups to return all comments where any product in the group(s) is mentioned. By hovering over a group, you can reference which products are mapped to groups in the filter section.	Comment, Sentiment by Region Product Impact, Category Trends
Attributes	Filter your data by specific questions and survey metrics Do you want to see the Overall Satisfaction score? Do you want to filter for a particular visit type or order method? Select Show All to see all filterable measures.	Dashboards, Comments, Emerging Themes, Sentiment by Region, Product Impact, Category Trends : Attributes will only filter TA cards, not data cards like KPI or Comparison
Open Ends	Filter your data by which open end was asked in the survey Example: Why Not Highly Satisfied?, Why Highly Satisfied?	Dashboards, Comment, Emerging Themes, Sentiment by Region. Category Trends
Case Type	Filter by different case types (e.g., callback cases, contact center cases, etc.	Cases
Alert Type	Filter by different alert types (e.g., celebration alerts	Alert
Resolution Status	Filter by resolution status New: This status means new cases that have not been worked on. In progress: This status means that work is currently being done to address the issue and find a resolution. Resolved: This status means that the issue has been fully resolved or resolved to the satisfaction of all parties involved.	Cases
Escalated	Filter by cases that have been escalated or cases that were not escalated. An escalated case is past its resolution goal.	Cases
Notifications	When a customer replies to a case, it will be flagged so you know it needs your attention. Filter by All Notifications or My Notifications, depending on whether you want to see all flagged cases or just the ones you own.	Cases
Past Due	Filter by cases past their resolution due date or cases that have not passed their resolution due date.	Cases
Social	Filter by which source your social comments come from e.g., Facebook, Google, etc.)	Comment
Overall Sentiment	Filter your data by positive, negative, or neutral comments	Comment, Category Trends
Categories	Category filters can help you quickly find the information you seek by narrowing the search or browsing options to relevant categories mentioned in the comments. Refine your search results based on categories such as Order Accuracy, Cleanliness, Curbside Pickup, or Friendliness. You can select however many categories you would like to see.	Dashboards, Comment, Emerging Themes, Sentiment by Region
Sources	Under the sources section, you'll choose which sources (project, social, or external data) should be displayed. You can only view as many sources your user has access to.	All Reports and Dashboards
Date	Select Event Date or Feedback Date for the date range you want. Filter your data by the last 30, 60, or 90 days or a custom date range.	All Reports* and Dashboards *: Date is not a filter for the Category Trend Report. The only date filters that can be used on this card and the associated trend report are the week, month, and quarter quickdates seen on the card in the top right.
Hierarchy	Select a hierarchy level, down to the individual unit, to isolate data for specific areas of your organization. Example: store, region, division, franchise, or county, depending on the setup of your hierarchy	All Reports and Dashboards

Dashboard Filters and How to Use them

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