Search for specific contacts (use filters)

By default, the Interactions page shows all contacts from the past month that you have permission to see. Filters help you narrow down these contacts to show only the ones you want. You have many different filters to choose from.

Example: Show contacts that you need to evaluate

Clear out calls you’ve already worked on to focus on ones you haven’t scored yet and ones you need to finish.

1. Click the Filter list icon (upper left of the page). The Filters panel opens.

   

2. (Optional) Click Reset to load the default filters.
3. Click Add Filter. The Choose Filters window opens.
4. From the Available column, click State. If Search Scope is not already in the Selected column, click this too.
5. Click Update Filters. The Choose Filters window closes, and the State filter appears in the Filters panel.
6. Click Search Scope and select My Evaluations from the drop-down list.
7. Click State.
8. Select Unscored and In Progress.
9. Click Apply. The Interactions page shows contacts that you need to evaluate.

Example: Show contacts that you evaluated this week

How many calls did you evaluate this week? How well did agents do? This filter set helps you answer those questions.

1. Click the Filter list icon (upper left of the page). The Filters panel opens.

   

2. (Optional) Click Reset to load the default filters.
3. Click Add Filter. The Choose Filters window opens.
4. From the Available column, click Date Evaluated. If Search Scope is not already in the Selected column, click this too.
5. Click Update Filters. The Choose Filters window closes, and the Date Evaluated filter appears in the Filters panel.
6. Click Date Evaluated.
7. Select the first day of the week from the Start calendar.
8. Select today’s date from the End calendar.
9. Click Search Scope and select My Evaluations from the drop-down list.
10. Click Apply. The Interactions page shows contacts that you evaluated in the past week.

NOTE   If you save this set of filters (see Save your filters), you will need to update the Date Evaluated every day.

Example: Show low-scoring contacts from the past month

Your supervisor asked if you noticed any patterns in low-scoring contacts from the past month. This filter set lets you look at them all at once.

1. Click the Filter list icon (upper left of the page). The Filters panel opens.

   

2. (Optional) Click Reset to load the default filters.
3. If necessary, select Past Month from the Date Range drop-down list.
4. Click Add Filter. The Choose Filters window opens.
5. From the Available column, click Score.
6. Click Update Filters. The Choose Filters window closes, and the Score filter appears in the filters panel.
7. Click Score.
8. Select Less Than from the Operator drop-down menu.

9. Enter a score that is slightly higher than a low score in the Score field.

   EXAMPLE   Any score below 60 is considered a low score. You enter “60” in the Score field.

10. Click Apply. The Interactions page shows contacts from the past month with a score under 60.

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 on filters.

1. 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.

   

2. Enter a name for the filter set (for example, This Week’s Evaluations) in the New Filter Set Name field.
3. 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.

Extra info on 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 Content	The type of recording the contact has and whether the customer completed a survey for the contact.	Select from Has Voice, Has Screen, Has Survey, and Has Transcription. You can select more than one.
Contact ID*	The ID for the contact	Enter the exact number in the field.
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 happened	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 the contact	Select the form from the drop-down list. Every company has its own set of forms.
Evaluator Name	The person who scored 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.) To find contacts from former agents, select Include inactive agents.
Recording Flags	Contacts that have been marked or tagged	Select Tagged, HR, or Training. You can select more than one.
Score	The 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.
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.
Time Zone	The time zone where the call was recorded	Select the time zone from the drop-down list.

For further information

• Find contacts