Filters are important to find specific records across a big number of them. These filters are available on next pages:
Dashboard → Main
Dashboard → Tags
Dashboard → Overall
All Conversations
Analytics Configuration → Discovery
To open filters’ dialog, you are needed to click the “+” button on any page specified above.
All filters have two different methods to be added. You can specify what “Add” to include selected filter, or “Add NOT” to exclude selected filter from the selection.
So here you can find next filters:
Favorites - this is saved filters, that are saving by clicking on the “Save to Favorites” button on the top right corner.
If you didn’t save any filters to Favorites, you will see the notification, that you need to specify and save it before.
Record Type - type that you need to review. There are 3 options: Call, Chat or Email
Agent/Team - separate agent, that belongs to the team or the whole team, if needed.
Date range - particular day, or date range when record(s) that should be reviewed was/were happened.
Tags - indicate one or several tags, for records. You can specify tags for all records, or separate tags for customer’s and for agent’s utterance.
Script adherence - here you can select compliance rule with script configured in Analytical Configuration → Compliance Rules to verify calls that match with this script. There are next parameters to specify:
Less than or Greater than
Select the rule from the list (If it is configured in Analytical Configuration). Otherwise it will be empty
In front of selected rule, you can specify for how many % it must be adhere. This options calls “Comply by”.
All these controls are shown on the screenshot below.
CRM status - we are integrating with client’s CRM, and here you will be able to choose the record status from the CRM. All statuses are individual and depends on CRM settings. Then all calls are mapped to these statuses, and can be filtered with help of this option.
Reviewed - will be selected all records that have the review (Completed scorecard)
Call direction - possible options in, out. Means what type of call happened: incoming or outgoing. Also you can specify NOT option.
Call duration - The duration of searching call. You can select duration from available options. Available duration options:
<1m - less then 1 minute call duration
1-3m - from 1 to 3 minutes
3-5m - from 3 to 5 minutes
5+m - more then 5 minutes
Also you can specify the value manually. Select < or > sign and specify the value.
Words range - the number of words in this conversation. There are few options to specify who words to count:
Agent + Client - count of all words in the record
Agent - count of only agent’s words in the record
Client - count of only client’s words in the record
Also you can specify the count of words. There are next options:
< 60 - less then 60 words in the record.
60-180 - from 60 to 180 words.
180-300 - from 180 to 300 words.
> 300 - more then 300 words
Or You can specify custom value. Select < or > sign and specify the number.
Commented - this filter is shown is the call commented. Possible options:
Yes - record does have comment
No - record does not have comments
Topic - this filter helps to select the record with some particular topic (meaning subject). This topic have to be added in menu Analytics → Topics. There are two default options:
Empty session
No topic
Silence period - the overall silence period during the call, it means when agent and client keep silence during the conversation. There are next options:
Low (< 20%)
Medium (20% - 40%)
High (> 40%)
Or you can specify the custom value. Select < or > sign and specify the number
Interval to prev call - the interval when previous call has happened. There is only one option to choose:
5m-48h - this options shows that previous call has happened in range from 5m till 48h
Also it is possible to specify the custom value. You need to select < or > and specify the value in seconds.