Customize what you see on the Interactions page
The Interactions page shows you a ton of information, probably more than you need. Here’s how to narrow down what you see to what’s actually helpful for you.
Filter your recordings
By default, the Interactions page shows all your contacts from the past month. Filters help you narrow down your contacts to ones you are interested in. You have many different filters to choose from.
Example: Show only contacts from the past week that have been evaluated
How did you do this week? Did you do just as well with Martian callers as you did with earthlings?
- Click Reset to load the default filters.
- Click Date Range. A drop-down list appears.
- Select Past Week from the drop-down list.
- Click Apply. The Interactions page shows your evaluated contacts from the past week.
Example: Show only contacts with a high score
Sometimes, it feels good to look back through your best work. When you’re up for a raise, reviewing your high scores can help you prove that you’re great with callers from all planets.
- Click Reset to load the default filters.
- (Optional) Click Date Range and select a different range from the drop-down list.
- Click Add Filter. The Choose Filters window opens.
- From the Available column, click Score.
- Click Update Filters. The Choose Filters window closes, and the Score filter appears in the filters panel.
- Click Score.
- Select Greater than from the Operator drop-down list.
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Enter a score that is slightly less than a high score in the Score field.
EXAMPLE You can earn up to 100 points on an evaluation, but 90 points is still a good score. You enter 89 in the Score field.
- Click Apply. Evaluations with a high score appear.
Example: Show only contacts that were evaluated yesterday
This filter set lets you keep on top of your latest evaluations.
- Click Reset to load the default filters.
- Click Add Filter. The Choose Filters window opens.
- From the Available column, click Date Evaluated.
- Click Update Filters. The Choose Filters window closes, and the Date Evaluated filter appears in the filters panel.
- Click Date Evaluated.
- Select yesterday as both the Start and End date.
- Click Apply. The Interactions page shows contacts that were evaluated yesterday.
NOTE If you save this set of filters (see Save your filters), you will need to update the Date Evaluated every day.
Saving your filters lets you name a set of filters to use later. You can create many different filter sets to quickly see different types of contacts.
IMPORTANT You must use at least one of these filters: Contact ID, Date Range, or Specific Date. For more information about the different kinds of filters, go to Extra info part 1: Filters.
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When you have your filters just the way you want them, click the save icon next to the Filter Set drop-down list. The Save Filter Set window opens.
- Enter a name for the filter set (for example, This Week’s Evaluations) in the New Filter Set Name field.
- Click Save. The Save Filter Set window closes, and the name for the filter set appears in the Filter Set drop-down list. If you create more filter sets, you can use them later by selecting them from the Filter Set drop-down list.
Show, hide, or rearrange columns
The Interactions page gives you a ton of information about each contact, but you probably don’t need it all. Hide some of the columns so that you don’t have to scroll sideways through this page.
For more information about the different kinds of columns, go to Extra info part 2: Columns.
- Click the List options icon (top right corner of the screen). A drop-down list appears.
- Select Show/Hide columns. The Show/Hide columns window opens.
- Click an item under Shown columns to move it to Hidden columns. Repeat until the Shown columns section shows only the information you want.
- Click Apply. The Show/Hide columns window closes.
- (Optional) Click and drag columns to rearrange them.
Extra info part 1: Filters
The table below explains the filters on the Interactions page that are probably most relevant to you. For information about filters not listed here, see the Workforce Optimization User Guide.
*You must use at least one of these filters.
Filter | What it looks for | How to use it |
---|---|---|
Contact ID* |
The ID for the contact |
Enter the exact number in the field. |
Contact Type |
The type of contact |
Select Call, Non-Call, Screen Only, Email, Text, Chat, or SMS. |
Date Evaluated |
When the contact was evaluated |
Select the start date and end date. To narrow down to one day, select the same date for the start date and the end date. |
Date Range* |
When the contact was recorded |
Select Today, Yesterday, Past Week, Past Month, or Past Year. |
Direction |
Whether the contact was inbound or outbound |
Select Inbound or Outbound. |
Evaluation Form |
The form that was used to score your work for the contact |
Select the form from the drop-down list. Every company has its own set of forms. Ask your supervisor if you’re not sure which one to pick. |
Evaluation Response |
Your response to the evaluation |
Select Pending Response, Acknowledged, or Appealed. You can select more than one. |
Evaluator Name |
The person who scored your work for the contact |
Enter the person’s first and last name (or part of the name) in the fields. |
Organization |
The group, team, or agent who handled the contact |
Select the group, team, or agent from the drop-down list. (In some organizations, you can only use the Agent drop-down list.) |
Phone Number |
Either your number or the number that called you |
Enter the number (or part of the number) in the field. |
Recording Flags |
Contacts that have been marked or tagged |
Select Tagged, HR, or Training. You can select more than one. |
Score |
Your evaluation score for the contact |
Select Less than, Equals, or Greater than from the Operator drop-down list. Enter the score in the Score field. |
Specific Date* |
When the contact happened |
Select the start date and end date. To narrow down to one day, select the same date for the start date and the end date. |
State |
Where the contact is in the evaluation process |
Select Scored, Unscored, In Progress, Cannot Score, Needs Approval, or Needs Cannot Score Approval. You can select more than one. You can’t see In Progress evaluations of your own work. |
Time Range |
The time of day that the contact happened |
Select the start time and end time. Use this filter alone to find contacts that happened at this time on any date. Combine this filter with the Specific Date filter to find contacts that happened at a specific time on a specific date. |
Extra info part 2: Columns
The tables below explain the columns on the Interactions page that are probably most relevant to you. For information on columns not listed here, see the Workforce Optimization User Guide.
Column name | What it shows you |
---|---|
Group Name |
The group you belong to |
Team Name |
The team you belong to |
Column name | What it shows you |
---|---|
Date Evaluated |
When the contact was evaluated |
Evaluation Form |
The form that was used to score your work for the contact |
Evaluation Response |
Whether you have responded to the evaluation. “Pending” means that you need to respond. |
Evaluator Name |
The person who scored your work for the contact |
Score |
The score for the contact |
Column name | What it shows you |
---|---|
Date |
The date when the contact was recorded |
Time |
The time when the contact started |
Column name | What it shows you |
---|---|
Called Number |
Your phone number |
Calling Number |
The caller’s phone number |
Contact ID |
The ID for the contact |
Contact Type |
The type of contact: call, email, screen only, or text (chat) |
Direction |
Whether the contact was inbound or outbound |
HR |
Whether the contact was marked for HR |
State |
The contact’s evaluation status: Scored, Unscored, In Progress, or Needs Approval |
Training |
Whether the contact has been marked to be used in training |