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How Tag Filtering Works in LiveAgent Performance Reports: Understanding OR vs. AND Logic

Using Tag Filters in the Performance Report: AND vs. OR Behavior

This article explains how the Tags filter condition works in LiveAgent's Performance report and clarifies the current behavior when selecting multiple tags in a custom filter.

Overview

When building a custom filter in the Performance report (e.g., filtering by source: Chat), you may want to narrow down results to tickets or chats that contain a specific combination of tags. A common expectation is to apply two tags simultaneously so that only items containing both Tag A and Tag B are returned.

Current Behavior: OR Logic Only

At this time, the Tags filter condition in the Performance report supports only the OR comparator. This means:

  • When you select Tag A and Tag B in the filter, the report will display statistics for tickets/chats that had Tag A or Tag B (i.e., either one or both).
  • It is not possible to filter for tickets/chats that contain both Tag A and Tag B simultaneously (AND logic).

Why Does One Tag Seem to Disappear?

If you notice that one or more of the multiple defined tags conditions disappear after applying the filter, this is related to the current limitation of the OR-based filtering logic. The filter does not support stacking multiple tags conditions to replicate AND logic, so the interface removes all conditions of the same type except the last one when attempting to combine multiple tags in this way.

Planned Improvement

The ability to use an AND comparator for the Tags filter condition in reports has been reported to the LiveAgent development team as a feature improvement request. This functionality is planned for a future implementation.

If you need an update on the status of this improvement, please contact the LiveAgent support team.

Workaround

Until AND logic is supported, consider the following approaches:

  • Use a single, unique tag that is applied only to tickets/chats meeting all your criteria, and filter by that tag alone.
  • Export report data and apply additional filtering manually outside of LiveAgent.
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