Filters #

Filtering is used throughout the system to enable users to find specific calls or groups of calls. The system stores different types of information about each call which can be used to identify it. This information can then be used in saved and quick filters to ensure that reports and wallboards show the data required.

Filters can be edited/created in the Filters section of the website. To create a new filter, click the 'Create Filter' button in the top-right of the screen. To edit an existing filter, click the 'Edit' link next to the filter.

Filter Conditions #

Each filter is made up of one or more conditions which can be added and edited as required. When applied to a report or wallboard tile, any calls which match all¹ the conditions will be included.

Each condition consists of 3 parts:

• Field - The data field to filter on
• Operator - How the comparison should be applied (i.e.'=', '!=' etc)
• Comparison Value - The value the field will be filtered against

To add filter, select a field to filter on from the list or start entering the field name:

Once a field is selected, select an operator ('Starts with' in this instance) and then enter the value to match against and click 'Add':

tip
Add multiple values to a condition for an OR search by pressing the ENTER or TAB key.

An existing condition can be edited by clicking on the pencil icon:

Depending on the field selected for the condition, the operators available and the comparison value entry differs.

When multiple conditions are added to a filter, a call must match ALL conditions to be included by the filter.

Fixed Comparisons #

Many of the filterable fields have fixed options. When filtering on these fields, a list of available options will be provided to choose from.

For example, when filtering on the 'Call Direction' field, the filter options to select from are limited to 'Internal', 'Incoming', 'Outgoing' and 'Both'.

For fixed comparisons, the operator is restricted to '='. Multiple items in the list can be selected if required. A call which matches any one of the items selected will be treated as matching the condition.

info
For a list of the available options, please review the Filter Fields tables below.

String Comparisons #

When a field has a string based comparison, the comparison value must be entered as text into the provided box.

The table below shows the list of available operators which can be used for the comparison:

When entering a comparison value for a string field condition, multiple items can be entered by pressing the ENTER after each item. A call which matches any one of the items entered will be treated as matching the condition.

For example, to filter a report for multiple extensions add a single condition with a list of the extensions:

or to filter a report for phone numbers starting with 9 and 8:

note
When using a 'Contains' operator on an 'Outside Number' search, it will not match values from the beginning of the number. To match values at the beginning of the 'Outside Number', use the 'Starts With' operator.

Time Comparisons #

When adding conditions for fields which contain call duration information (Hold Time, Talk Time etc.), the following operators are supported:

The comparison value must be entered into the provided Hour, Minute & Second input control.

note
Filtering by Start Time can be done directly on the report being viewed.

Filter Fields #

Call Info #

Call Info (Advanced) #

Call Times #

Contact Info #

Users / Devices #

info
When applying filters to a non-segmented report, the Agent/Device/User filter options will also be applied to the 'First Rang', 'Last Rang' and 'Answering' fields.

Tag Fields #

Call tag fields can also be used to filter on reports and real-time views. The tag filter fields are dynamically created based on the Call Tags which have been added to the customer account.

The table below shows the data options which are available for the different call tag types.

note
If search for a 'No' tag entry for a Yes\No tag type, all calls which have not been tagged will also be returned.

Filtering, Segmentation & Call Direction #

It is possible to get some confusing result when filtering a segmented call report due to how the data is being viewed. This is particularly noticeable when filtering on call direction. An outgoing telephone call from one user to a customer would be considered as an incoming call from the point of view of a different user if the call is transferred to them.

Multiple Direction Example #

User A makes and outgoing call to a customer and then transfers the call to User B. This is an outgoing call and will be included in any report that is filtered to include outgoing calls.

This call has at least 2 segments (depending on how it was transferred) and when viewed on a 'Calls by User' report would appear as an 'Outgoing' call for user A, but an 'Incoming' call from the point of view of user B.