Filters 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.
Currently active filters are always shown in the top left corner of the UI, from which filters can also be removed. Applying filters will affect all the different views.
List of available filters, explanation of the filter and detailed notes how the filters affects different KPIs.
Filter | Explanation | Details |
|---|---|---|
Time based filters - Year, month, 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. Clasifications - time filters are linked to the clasification 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. | 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 - 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. Clasifications - time filters are linked to the clasification creation timestamp. Call routing - time filters are linked to the call arrival timestamp. |
Service pool | This filter can be used for limiting the data based on selected service pools (service queues) | 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. They usually correspond to service pools via naming but are technically different. User availability - service pools filters cannot be used for call user availability view and selecting service pools will result in empty values in visualisations Clasifications - service pool filters limits the data in clasification 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. | |
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 initial 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 or recipient of the call has number attached to 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. |