The following glossary provides definitions for terms within analytics:
| Filters | Filters allow you to adjust your analytics dashboards to suit your preferences. |
| The time period that you want to display analytics within, for example, the last three months/quarter. |
| The user role that you want to display analytics on, for example, Manager or Employee. |
| The channel that you want to display analytics on, for example, Teams or Slack. |
| Events | These are triggered when users in your system perform actions that are captured and stored by your analytics. |
| Active users | Users who have been added to your system and are available for representation in your analytics dashboard. |
| Eligible users | Potential users that could be added to your system and represented in your analytics dashboard. |
| Deflections | The percentage of completed self-service requests that live representatives would otherwise handle. |