> For the complete documentation index, see [llms.txt](https://docs.3dolphins.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.3dolphins.ai/analytic/live-agent/conversation-history/filter-conversation-history.md).

# Filter Conversation History

This feature allows you to filter your Conversation History report according to your desired criteria. This filter allows you to display rating data based on specific criteria, such as Agent, LOB, Group, Channel, or other available parameters. This makes it easier to find relevant data and focus on the ratings you want to analyze.

To use this feature, select the **Analytics** menu, then click **Live Agent**. Then, on the **Conversation History** page, click the **'Filter'** button ( <img src="https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2F6uGcCxrRcu7TcvN3BC8W%2Fimage.png?alt=media&amp;token=6051dae5-f961-468a-8ca5-65341502657d" alt="" data-size="line"> ) as shown in the following image.

{% hint style="info" %}
The displayed report filters will adapt to the access each agent has within the report group defined in [user management](/faq-user/user-management.md). This means agents can only view and select filters that align with their access rights (Group report, LOB, and Channel).
{% endhint %}

<figure><img src="https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FFpmuAWqwlKSSLHEhYIAs%2FScreenshot_2-10-2026_23122_athena.3dolphins.ai.jpeg?alt=media&amp;token=fec79fa4-12fa-4dd7-bbfd-7c2346ca8bef" alt=""><figcaption><p>Filter Conversation History</p></figcaption></figure>

**Component Explanation:**

| Component        | Description                                                                         |
| ---------------- | ----------------------------------------------------------------------------------- |
| Group            | Displays conversation reports according to the selected group.                      |
| Line of Business | Displays conversation report according to selected LOB.                             |
| Channel Type     | Displays conversation reports according to the selected channel type.               |
| Channel Account  | Displays conversation reports according to the selected account channel.            |
| Team             | Displays conversation reports according to the rules selected in rule management.   |
| Agent            | Displays conversation reports according to the selected agent.                      |
| Bot              | Displays conversation reports according to the selected bot.                        |
| Bot Only         | <p>Displays conversation reports based on bots.</p><p></p><p><strong>Note</strong>: |

</p><ul><li>Select '<strong>Yes</strong>' if you want to display conversation reports based on bots.
</li><li>Select '<strong>No</strong>' if you do not want to display conversation reports based on bots.
</li><li>Selecting '<strong>Yes</strong>' automatically disables the Group, Line of Business, Team, and Agent components.
</li><li>Selecting '<strong>No</strong>' automatically disables the Bot component.</li></ul> |
| Start Date       | Displays conversation reports starting from the selected date.                                                                                                                                                                                                                                                                                                                                                                                                                                                          |
| End Date         | Displays conversation reports up to the selected date.                                                                                                                                                                                                                                                                                                                                                                                                                                                                  |
| Ticket Number    | Displays conversation report according to the ticket number entered.                                                                                                                                                                                                                                                                                                                                                                                                                                                    |
| Raw Message      | <p>Sets whether raw messages are displayed in the conversation report.</p><p></p><p><strong>Note</strong>:
</p><ul><li>If '<strong>Yes</strong>' option indicates that raw messages are displayed in the conversation report.
</li><li>If '<strong>No</strong>' option indicates that raw messages are not displayed in the conversation report.</li></ul>                                                                                                                                                              |
| Customer         | Displays conversation report according to the customer name entered.                                                                                                                                                                                                                                                                                                                                                                                                                                                    |
| Tags             | Displays conversation reports according to the Tags on the selected ticket.                                                                                                                                                                                                                                                                                                                                                                                                                                             |
| Display By       | <p>Set the conversation report display based on the Created Date or Assigned Date.</p><p></p><p><strong>Note</strong>:
</p><ul><li>Created Date displays the conversation report based on the ticket creation.
</li><li>Assigned Date displays the conversation report based on the date the ticket was assigned to the agent.</li></ul>                                                                                                                                                                                |
| SLA Type         | <p>Displays a conversation report based on the selected SLA Type.</p><p>Note:</p><ul><li>SLA By Ticket shows the number of tickets within the SLA / Total tickets.</li><li>SLA By Conversation shows the number of incoming replies within the SLA / Total incoming messages.</li><li>Within SLA shows tickets resolved by agents within the SLA timeframe.</li><li>To learn more about SLAs, you can visit <a href="/sla-guidelines.md">this</a> page.</li></ul>                                              |
| Default Filter   | Button to apply the set filter.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         |
| Filter           | Button to apply the filter that has been set.                                                                                                                                                                                                                                                                                                                                                                                                                                                                           |