Overview:
Filter the calls to quickly find the ones you want to see. The filters are managed in a filter drawer that slides out from the right.
Filter the call list:
- Click on the Filters button in the upper right hand corner. A Filters drawer will slide out from the right edge of the window.
Tip: There are three quick access filters to the left of the Filter button. Changing these Date,Teams,andCategoriesfilters also updates the Filter drawer, and vice versa.
- The Filters Drawer contains a variety of filter types. To expand a filter type, click on the filter name (for example,
Script violations).
Tip: For filters with search fields, click into a search field to see a drop-down list of available values. If the list is long, you may type in search criteria to only see the values that match what you typed.
- Your selected filter criteria will show in blue boxes below each filter name. Likewise, these filter criteria will also display below your report’s title.
- To clear any filter criteria, click the Clear link to the right of the filter type’s name.
- The Filter button will display the total number of filters applied to the results.
- To close the Filters Drawer, click the Close link at the top of the drawer.
What are the filter types?
Date: determines what timeframe to use for calls within the report. For example, last 6 months, month to date, previous week, specific date range, etc.
Teams: allows you to filter results by organizational groups within your company. For example: by call center, location, function (sales), campaign, etc.
Categories: allows you to filter results by selecting one or more “categories” which capture specific verbal events occurring within a call. For example, when the caller demonstrated frustration or appreciation.
Script violations: allows you to filter results by determining when an agent deviated from the call script.
Labels: find manually created tags on a call.
Specify agents: find specific employees responsible for answering calls.
Specify customers: find specific customers who called in by phone number.
Specify number dialed: find a specific phone number that was used to generate the call (can be either inbound or outbound).
Notes & comments: specify if you only want to show calls with public comments or your private notes.
Call direction: specify whether the call was inbound, outbound, internal, or any direction.
Call length: allows you to specify the call durations. For example, all calls under 1 minute, greater than 10 minutes, etc.
Master ID: allows you to easily find calls by a unique ID (found in the call details section).
Mono participant identification: allows you to define the level of accuracy for which mono calls are returned in your call list. Learn more about mono calls.
Composite calls: some phone systems may split calls into parts whenever someone is transferred or placed on hold. This filter helps you combine these parts of the call into one complete call.
Custom filters: you may see some additional filters not listed above that are specific to your business or industry (for example: policy number).
What's next?