Save and Reuse Your Preferred Filters & Charts

How to Save a Preset

1. Set up your filters and build a custom chart in the Explore screen.
2. Click ‘Save’ in the top right corner of the screen to save the setup.
3. Give your view a clear, unique name for easy reference.
4. Your saved preset is now accessible in the dropdown whenever you return to Explore—just select it to apply.

Managing Your Presets

• Edit, duplicate, update, or delete presets as needed.
• Store up to 50 saved views per account (you’ll get a notification if you reach the limit).
• Your saved presets are listed alphabetically for quick access.

How to Edit or Duplicate a Preset

• When viewing a preset, you can modify filters or chart settings as needed. 
• Click ‘Save’ to update the existing preset or ‘Save as new’ to create a new version.
• Duplicate any preset and rename the new version (defaults to “Preset Name (2),” “Preset Name (3),” etc.).
• Use the options menu (⋮) next to each preset in the dropdown to duplicate or delete it.

Ways to Put Presets to Use

1️⃣  Long Interactions (30+ min) by Region

This preset helps track interactions lasting over 30 minutes, broken down by region on a weekly basis.

How to Set Up the Filter:

1. Select a Date Range – Go into Explore and choose the timeframe you want to analyse.
2. Add a Filter – Apply a new filter and select the metric Handling Time.
3. Set the Minimum Handling Time – Enter 30 minutes as the minimum threshold.

4. Break Down by Region – Add a breakdown by Region so the data is segmented accordingly.

5. View the Chart – You will now see a chart displaying interactions that lasted more than 30 minutes, categorised by region over a weekly basis.

Saving the View as a Preferred Filter:

• Once the chart is set up, save this view as a Preset.
• Name it Long Interactions (30+ min) by Region.

• The saved filter will now be available under Presets in the top right corner of the system.
• Each time you sign in, you can quickly access this view without having to set up the filters again.

2️⃣ Frustration by Interaction Type (Weekly)

This preset helps analyse where customer frustration is highest—calls, emails, or chats, over a weekly period.

How to Set Up the Filter:

1. Pick a Date Range – Select the timeframe to analyse.
2. Add a Frustration Filter – Display interactions where frustration is detected.

3. Filter by Interaction Type – Break down frustration levels by call, email, and chat.

4. Review Trends – Spot patterns in frustration across channels.
5. Save this as a Preferred Filter named Frustration by Interaction Type (Weekly).
6. Find it under Presets in the top right for easy access.

More Preset Ideas to Try

NPS per Team

Track how different teams are performing on NPS without rebuilding reports. Save a preset like “NPS by Team” to instantly spot trends, identify issues, and coach teams accordingly.

Interactions per Brand (Weekly)

Monitor brand performance by creating a “Weekly Interactions by Brand” preset. This helps detect customer contact trends and identify what’s driving spikes.

Interactions per Brand for a Specific Team
For teams handling multiple brands, create a “Brand Interactions – [Team Name]” preset to compare how each team is managing conversations.

Get Started Today

With Presets, you can spend less time setting up filters and more time acting on insights. This feature is available to all WatchTower users.