Filter the interactions 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 interaction 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,
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. You also have the option to exclude interactions from results based on your selected filter criteria.
- 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 interaction. For example, when the caller demonstrated frustration or appreciation.
Scores: filter interactions by score or score ranges.
Talk time: use agent talk time, customer talk time, or silence time as filter criteria.
Length: allows you to specify the interaction durations. For example, all interactions under 1 minute, greater than 10 minutes, etc.
Evaluations: find interactions that meet specific evaluation criteria, like overall score, auto-failed evaluations, or evaluations completed by a specified user.
Specify agents: find interactions handled by a specified agent.
Specify customers: find interactions from a specified customer.
Labels: find interactions with manually created tags.
Notes & comments: specify if you only want to show interactions with public comments or your private notes.
Direction: specify whether the interaction was inbound, outbound, internal, or any direction.
Interaction type: define the types of interactions you'd like to see, like calls, chats or emails.
Master ID: allows you to easily find interaction by a unique ID (found in the interaction details section).
Mono calls: allows you to define the level of accuracy for which mono calls are returned in your call list. Learn more about mono calls.
Specify number dialed: find a specific phone number that was used to generate the call (can be either inbound or outbound).
Script violations: filter to interactions where an agent deviated from the script.
Composite interactions: some phone systems may split interactions into parts whenever someone is transferred or placed on hold. This filter helps you combine these parts of the interaction into one complete interaction.
Custom fields: you may see some additional filters not listed above that are specific to your business or industry (for example: policy number).