https://support.tethr.com/hc/en-us/categories/360000021407-Categories Categories
https://support.tethr.com/hc/en-us/sections/360000034068-Category-creator-editor Category creator & editor

Filter the category script by interaction participant and timeframe

New feature: content organization, collaboration and filtering

This article describes a new feature that may not be available to all users. If you don't see this feature and want to learn more, please contact your Tethr admin.
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Filter your category scripts by any of the interaction's participants. Then filter the script by the timeframe of when they engaged in the interaction (within or after the greeting or within or before the closing).

Note: You must have the Category creator or Builder user roles to access Tethr Categories and use this feature. If you think you should have this role, reach out to your Tethr Admin to get you set up.

Elements of the Said by filter in Scripting settings:

If you're a Category creator or Certified Builder, get started by navigating to your Categories in Tethr and select the language tab of the scripts you want to filter.

Said_by_interaction_participant_filter___Categories___Tethr_customer_support.gif

Said by filter options:

  1. Any: filter by any and all participants in the script.
  2. Internal: filter by the internal participants in the conversation's script. Internal participants are those within your company.
  3. External: filter by the external participants in the conversation's script. External participants are typically those outside of your company.
  4. Custom: filter by any custom participants in the conversation's script. Custom participants are those you've configured in your Tethr platform and can include third-party systems and conversation technology you use with customers like phone systems, messengers, chatbots or auto-replies.

    Tip: Options for the Custom Said by filter are defined by the participant types configured in your company's instance of Tethr. To change your participant type configurations contact a Tethr support specialist.

 

Timeframe filter options:

All timeframe filter options below allow you to see which participants were interacting based on a time you enter in minutes and seconds (mm:ss).

  1. Entire interaction: allows you to see conversation participants over the entire interaction.
  2. First: allows you to filter to only see conversation participants during the first part of the interaction based on a time you enter in minutes and seconds. (Within the greeting.)
  3. After first: allows you to filter to only see conversation participants after the first part of the interaction. (After the greeting.)
  4. Last: allows you to filter to only see conversation participants during the last part of the interaction. (Within the closing.)
  5. Before last: allows you to filter to only see conversation participants before the last part of the interaction. (Before the closing.)

What's next?