Under updateFilters in Voice Analytics are a way to limit the data set used for visualisations in different views. For example, if user would like to analyse only certain day, week or month, this can be done by using time based filters.
Filters can be applied from the right side filter pane or directly from the charts, graphs and tables.
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Currently active filters are always shown in the top left corner of the UI, from which filters can also be removed. Applying filters affects all different views.
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List of available filters, explanation of the filter and detailed notes how the filters affects different KPIs.
Filter | Explanation | Details |
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Time based filters - Year, month, week, weekday, hour, 30 min period, 15 min period, date range, timestamp. | This filter can be used for limiting the visualisations based on event timestamps and can be applied from the filter pane or directly from the visualisations. Timestamp filter can only be applied from the tables which displays the actual event timestamp, for example Efficiency / Details as list -table. | Standard call data - time filters are linked to the call arrival or call initiation timestamp, depending on the call direction. Call back request and attempts - time filters are linked to the call back creation timestamp or call back attempt timestamp, depending on which view is analysed. User availability - time filters are linked to the user status change timestamps. Classifications - time filters are linked to the classification creation timestamp. Call routing - time filters are linked to the call arrival timestamp. |
User based filters - Location, subcompany, department, group, team, person | This filter can be used for limiting the data based on users. Selecting e.g. single team, limits the data to users, belonging to the selected team. If user does not have any call data available, this user is shown as “gray” in the filters and cannot be selected. | Affect of users based filters on different types of data: Standard call data - user filters limits the data in visualisations, into calls which have been offered to the selected users. It is important to note that call can arrive and be shown as offered on a service pool level, without it being offered to a specific user, if there is no users available for the call before the caller ends the call. In above call scenario, selecting all the active users working on certain service pool, will not result into same number of offered calls, if the service pool is selected instead. Call back request and attempts - user based filters are linked to the user which have been assigned with the call back request. User availability - user based filters are linked to the users shown in the availability view. Classifications - user filters are not linked to the call classification information. Call routing - user filters are linked to the call routing data, by limiting the routed call data by only for the selected users to whom the calls have been offered. |
Service pool | This filter can be used for limiting the data based on selected service pools (service queues). By selecting this, you will filter all calls involving the pools you selected: First - and last service pool and any pools in between. | Standard call data - service pool filters limits the data in visualisations, into calls which have arrived or made from the selected service pools. For outgoing calls, only calls that have been made with the linked service pool number as visible number are matched under the selected service pool. Call back request and attempts - service pools filters cannot be used for call handling view and selecting service pools will result in empty values in visualisations. Call handling data is based on call back lists, which can be used as filters. This filter is available in the call handling -view. User availability - service pools filters cannot be used for call user availability view and selecting service pools will result in empty values in visualisations Classifications - service pool filters limits the data in classification view into calls which have arrived or made from the selected service pools. Call routing - service pool filters limits the data in call routing view into calls which have arrived into selected service pools. |
Service pool location | This filter can be used for limiting the data based on selected service pool locations, which are based on service pool location names configurable in Voice Center | Same as with service pool filter |
Service opening hours | This filter can be used for limiting the data into calls which have arrived to service pool within opening hours or outside opening hours. | This filter applies to all calls that have ended up either ServiceClosed or Off schedule, including IVR’s and service pools. This differs from the figure on the dashboard->Service Pool Off Schedule, which only shows the number of calls arrived to service pools. |
First service pool | This filter can be used for limiting the data based on selected first service pool (service queues). First service pool is the first service pool where the call arrived during the call flow. | This filter can be used for looking at distribution of call volumes from e.g. single IVR queue into multiple end service pools. |
Call type | This filter can be used for limiting the data based on call type: service calls or direct calls | Service calls are calls that have arrived into a service pool or made from a service pool. Direct calls are calls that have arrived into a personal work number or made from a personal work number. Note that some calls might contain both types - if call arrives to a service pool, from which it is transferred to a personal work number it is identified as both, service call and direct call. Selecting service call as call type will limit KPIs into the service call section of the call. Selecting direct call will limit the KPis into the direct call section of the call. Without selection, both sections of the call are included into the KPIs. |
Internal / External | This filter can be used for limiting the data based on internal service/direct call or external service/direct call information. | Call is identified as internal if the caller in inbound call or recipient in outbound call has number attached to the Enreach User Directory. Otherwise the call is identified as external call. |
Availability status | This filter can be used for limiting the data based on the availability status of the user who made or received the call. | Availability status of the user is attached to the call data on call time and this does not have correlation with user availability -view information. |
Transferred to number | This filter can be used for limiting the data based on transfer number. | Transfer number limits the call data into calls which have been transferred to selected number. Typically this can be used for identifying into which overflow service the calls have been transferred and analyse volume etc. metrics for these calls. |
Wait time | This filter can be used for limiting the data based on waiting times. | Wait time filter limits the call data into calls with selected waiting times. |
Clasification based filters - Schema, group, clasification | These filters can be used for limiting the call data based on different clasification hierarchies. | |
Call handling based filters - Type, list, channel | These filters can be used for limiting the callback data in call handling view. Type: callback type List: name of the callback list where the callback request is managed Channel: name of the service pool where the call arrived before callback request was created. | Call handling filters only work with call handling view. Selecting e.g. a certain callback list, will result into empty visualisations in other views. |
Settings for “Efficiency” -view.
Efficiency -view includes following special settings which are only effective in the Efficiency view. These can be accessed via the below icon, in the top right corner of the filters pane.
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Queuing time breakpoint configuration for abandoned calls
this setting can be used to modify the breakpoints which define how many calls have been abandoned in after certain queuing time frame. These KPIs can be enabled from the “select measures” -list in the same filter pane and are visible in the “Service pool efficiency” -table once activated.
Answer time breakpoint configuration for answer %:
this setting can be used to modify the breakpoints which define what % of the calls have been answered within certain time frame. These KPIs can be enabled from the “select measures” -list in the same filter pane and are visible in the “Service pool efficiency” -table once activated.
Abandoned calls normalisation
this setting can be used to normalize all the call data in the efficiency view by removing calls that have been abandoned in less that x seconds queuing time. This can be e.g. used to remove the calls that have been abandoned during the prompt and have 0 seconds, as queuing time.
Configuration of the pivot table dimension settings
Some table data charts allow the configuration of the dimension settings. This means that table can be changed to display e.g. first time dimension and the service pool dimension or vice versa.
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Above example is the “Service pool efficiency” -table which includes three different dimension that can be moved around: Service Pool, Person, Time. Users can simply “left hold” the selected dimension and move it in the desired position in the pivoting model.