Filters and settings

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.