Filter interactions for analysis

After selecting the project, define the subset of interactions to investigate by employing filters. Using My Data set, filter interactions according to date, structured metadata for employees, interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. metrics, interaction dynamics, custom data, switches, and categories.

To use filters in My Data Set, you need the Search for Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access..

External files for filters

Specific metadata filters support external files with bulk values. Uploading an external file for a metadata element allows you to filter by multiple values without having to select each value manually. For example, for Contact ID filters, you can upload a file with all the relevant values, and then filter by all the values instead of selecting them manually.

Filter criteria can include up to three metadata element filters that are associated with external data files. For example, if you are filtering by Interaction and Custom Data, you can select up to three metadata filter elements associated with external data files.

Procedure

Go to any of the Analyze workspaces.
From the left pane, to filter by structured data, click My Data Set and select the metadata filters:
- Employees: To filter by specific employees, groups, or organizations.
- Date: To filter by date range. The date is set by default to the last 180 days.
- Interactions: To filter by interaction metrics such as the duration, direction, ANI, and DNIS.
- Interaction Dynamics: To filter by speaker talk time Duration or percentage of time when either the employee or the customer is speaking during an interaction in Speech Analytics. or silence times.
- Contacts: To filter by one or more contact The entire communication experience for a customer, from beginning to end. IDs, number or holds, number of transfers or total hold time.
- Custom Data: To filter by user-defined Custom Data fields. The actual captions are customer configurable and can appear with any label (for example, Account Number, Transaction, Site, and Line of Business).
- Switches: To filter by switches or by switch IDs.
- Categories: To filter by one or more categories, or by uncategorized interactions.
Select the date range, metadata elements, to filter by:
- To select a single metadata element, click the element.
- To select a metadata group, select the parent element of the group.
- To select multiple metadata elements across groups, select the elements from each group, as appropriate.
- To upload an external file with bulk values for a metadata element, click ... Upload, upload the file and provide a name for the filter.
Click Apply.

If you have external data files for metadata elements, clicking Apply automatically selects all the values in the uploaded file as filter criteria.

Remember to verify that you have a total of up to three external data files in the current filter criteria.

All the filters you defined , are added as a new filter block to the search path with the title My Data Set. Mouse over to see the complete list of filters.
To remove current filters, and restore the default data set, click Search Options on the right of the search path, and then select Reset Filters.

A My Data Set filter block with the default criteria is added to the search path. Prior filter criteria is grayed out and shown to the left.