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.
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.

Save your filters

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.

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.

Organization columns: These columns provide general information.
Column name	What it shows you
Group Name	The group you belong to
Team Name	The team you belong to

Evaluation columns: These columns give you information about quality reviews that scored your work on contacts.
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

Date columns: Just what they sound like, these columns give you information about when a contact happened.
Column name	What it shows you
Date	The date when the contact was recorded
Time	The time when the contact started

Contact columns: These columns provide information about the contact.
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