Why is end-user data appearing in my report when I have applied a filter for agents and admins?

Question

I generated a report to track user activity and applied a filter to display only agents and admins. However, I still see end user data in the report. Why is this happening?

Answer

This occurs when the end user was previously an agent or admin and has been downgraded to an end user. Even after the downgrade, their user data remains intact, such as past tickets where they were the requester or assignee.

There's no existing attribute to filter former agents and admins. As a workaround, you can use the Set functionality to remove the end user from your report. 

For more information, see the article: Organizing values by groups and sets.