Selected breakdown has too many unique values
If you’re attempting to generate a report and see the following error:
“Unable to create this chart because the selected break down has more than 10,000 unique values. Please select a different break down or choose a shorter date range.”
This means you’re attempting to group the results in the chart by more than 10,000 unique values, and should choose a different attribute under “View by”.
Why do my report results change over time?
When filtering a report based on ‘Teammate replied is a member of’ this is based on the current teams that your teammates are members of. This means the results shown in a report can change if the members of your teams are updated.
Why doesn't my report match current user data?
When you filter or group a report with user data, this is based on a ‘snapshot’ of the user at the time when the conversation started, so it does not change over time as the user is updated.
This means conversations that would no longer match the filters for a report, will still be included if they did match the filters at the time when the conversation was created.
Chart shows different data when editing
When viewing a custom report, all charts are affected by filters applied at the report level.
However, when editing an individual chart, only those filters applied to it specifically will take effect. The screenshot below shows a report level filter for 'channel is email' applied, but when editing the chart, all channels are shown with no filtering:
Report-level filters apply to every chart. A filter added at the report level applies to every chart in the report — including chart types that can't be filtered by the same kind of attribute (for example, charts that show teammate status or availability data can't be filtered by a conversation-level attribute). If a chart looks wrong, or a shared or exported report snapshot fails to generate, check whether a report-level filter references something that chart's data doesn't support, and move that filter to the chart level instead.
Can’t see any conversations in a report
The conversations you can see in a report are limited based on your conversation access permissions. Read more about limiting conversation access in this article.
Note: The New conversations metric and Conversations dataset export include outbound conversations even if the customer never replied. Other metrics such as First response time and resolution rates still require at least one customer reply.
Conversations counted more than once
Some data attributes can have multiple values per conversation, like:
Conversation tags
User tags
Topic
Teammate participated
SLA (service-level agreement) misses
If you group conversations by one of these attributes, the same conversation may be represented in more than one group, leading to a higher number of conversations in total.
For example if you break down a chart by ‘Conversation tag’, a single conversation with two unique tags will appear in 2 columns:
Conversation rating/Customer satisfaction data incorrect
Customer satisfaction is the overall percentage of your conversations rated with 😁 or 🤩. For example, If 90 out of 100 conversations received a positive rating, customer satisfaction is 90%.
If you apply a filter based on ‘Conversation rating’ you may end up with an incorrect value for Customer satisfaction:
Example:
If you filter out conversations with a positive (😁 or 🤩) rating, then there will be no data shown.
If you filter out conversations with a negative or neutral rating, then customer satisfaction will be 100%.
Count discrepancy between outbound email reports and inbox views
If you notice a count mismatch when filtering outbound email conversations by conversation tag — comparing a report to an inbox view — this is expected behavior caused by a difference in filtering logic.
The conversation tag filter in reports uses the conversation closed timestamp to determine which conversations to include. Inbox views may apply a different filtering logic, which can result in different counts for the same tag and date range.
To align counts between reports and inbox views, ensure you are accounting for this timestamp difference when comparing the two.
The 'Tag' filter in CSV and dataset exports
The 'Tag' filter in CSV and dataset exports matches Conversation tags only. There's no separate filter for User (contact) tags in data exports. To export by user tag, filter your Contacts list by tag first and cross-reference by user ID.
Numbers look different when I edit the report vs. just viewing it
While viewing a report, any date range or timezone change you make is saved in your browser so the report looks the same next time you open it — but it's not saved to the report itself. Opening the report in edit mode always shows the report's actual saved date range and timezone, which can differ from what you were viewing. To make the change permanent for all teammates with access, apply it in edit mode and save.
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