By default, a filter lists every value a field has ever had, whatever else you've filtered on. Teams that no longer exist still appear, and filtering to one department still lists the teams and agents from every other department.
The Segment Filter Values Without Data setting lets a project narrow its filter lists to the values that have data for what you're looking at. Values without data can be greyed out, hidden, or left as they are.
Choosing a setting
Open the project, then go to Project Menu → Settings.
Find Segment Filter Values Without Data and choose an option.
Click Update. Filters follow the new setting the next time a page loads.
Option | What happens to values with no data |
Show all values (default) | Every value is listed, as before. Nothing changes until you pick another option. |
Grey out values without data | Values with no data under your other filters or in the date range are greyed out. You can still pick them. |
Hide values without data | Values with no data under your other filters or in the date range are hidden. |
Hide other segments, grey past values | Values with no data under your other filters are hidden. Values that match your other filters but have no data in the date range are greyed out, so you can still pick them to compare with earlier periods. |
For example, with Hide other segments, grey past values, filtering Department to Service hides the Sales and Retention teams. If you also set the date range to July to September, a Service team that only has data before July is listed, but greyed out.
What you'll see in a filter list
Greyed-out values are shown in light grey italics and listed after the values that have data. Hover over one to see "No data in the selected period/filters or does not exist anymore". You can still select them.
Hidden values are left out, and a note at the top of the list says how many, for example "12 values with no data in the selected period/filters are hidden".
How the narrowing works
Your other filters narrow each list. Filtering to a department narrows the teams, and filtering to a team narrows the agents.
A field's own filter doesn't narrow its own list. With Team A selected, the other teams with data stay available, so you can add more teams to the same filter.
Removing a filter restores the list it was narrowing.
The date range counts too. Values with no data in the selected period are greyed out or hidden, depending on the option you chose.
Where it applies
The setting applies wherever you pick filter values in the project:
the Workbench (Dashboard) filters, including Compare mode;
theme filters in the Theme Builder;
Smart Report filters, both when viewing and when editing a report;
the Query page.
Categorical fields, and number, score and NPS fields, are narrowed. For number, score and NPS fields, only the is and is not options are narrowed: range and comparison options, such as is in the range or is less than, always list every value. Date, duration and time-of-day fields aren't narrowed, and neither are free-text fields where you type a value instead of choosing from a list.
Ask Kapiche
When a project uses any option other than Show all values, Ask Kapiche checks the values you ask about. If one has no data under your other filters or in the period you asked about, it tells you so and lists the values that do have data, instead of reporting a result of zero.
Questions? Reach out to the Kapiche team using the chat in the corner of the screen.