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Add/Remove Columns: Use the columns button on the top right to customize the table's columns. By default, the table displays the ID, timestamp, and metric value (if applicable), along with any attributes used for viewing or segmenting in the chart. Column preferences are saved at the chart level.

This feature enables you to export the data behind a chart for further exploration and analysis outside of Intercom. Once you click Export CSV, the file will download right to your browser.

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The difference in the number of rows in the Chart Drill-In compared to the chart value occurs because some metrics, especially those from the Conversation actions dataset, are calculated based on unique conversations. For instance, the metric for "Closed conversations" shows the count of unique conversations that were closed in a specific time period. However, each conversation may have several close actions. Therefore, in the Chart Drill-In, if a conversation has been closed multiple times, it is displayed as one row per close action.

Only the columns visible in the drill-in table will be exported to the CSV file. You can adjust which columns are visible by clicking the column icon. ?

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This button opens a model that displays a data table with all of the rows used to calculate the metrics displayed in the chart.

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Conversation Preview: Gain immediate insights by viewing conversations directly from the drill-in table. Click on the Conversation ID or Conversation Action ID link to access a specific conversation part, taking you directly to the relevant action within a conversation.

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The conversation preview in the Chart Drill-In will soon replace the "See conversations" feature in the chart action menu, enabling deeper exploration within a single interface.

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Chart Drill-In is a powerful, user-friendly tool that empowers you to delve into your data with greater precision and clarity right within the Intercom app. It facilitates in-depth data exploration and root cause analysis, offering a detailed view of the data used to calculate metrics in a given chart.

In your chart, the Actions dropdown menu (or the Explore option in chart edit mode) includes a button labeled "Chart Drill-In".

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Filterable: Refine the data table results using the + Add filter button. The available data attributes for filtering depend on the datasets from which the metric is derived.

Sortable: Click on a column name to sort and group the data in the table. Attributes from a list format, like "channel," are grouped and sorted by their list ID instead of alphabetically. For columns with multiple values, such as conversation tags, sorting is based on the first value in the list.

To learn more about the available attributes for each metric, and their corresponding definitions, see Understanding reporting datasets.

The Chart Drill-In feature is currently available on select pre-built reports, with plans to expand its availability to all pre-built reports in the near future.

Can Access Chart Drill-In workspace permission allows you to use the Chart Drill-In feature. By default, this permission aligns with the Can Export CSV permission, reflecting similar data access levels.

Note: If you want to add filter conditions combined with “or” in the reports level, they will fallback to “and” in the chat-drill feature. This is because we have no way of showing different logical operators applied at the same time.

Chart Drill-In is available for all charts created in custom reports, as well as on selected charts in the following pre-built reports:

This is our original export feature that only exports conversation level data. The Chart Drill-In feature now allows you to export and explore more data as a CSV.