Group filters enable you to create subgroups for fast and easy filtering of interactions in various reporting and configuration pages. You can create filter groups for agents, skills, scorecard names, and/or scorecard reviewers. Once saved, the group name appears in the Advanced Filter section of the component for which you have created the group.
Accessing the Filter Group Management Window
To access the filter group management configuration, on the WFO tab, click SpeechIQ > Configuration > Filter Group Management.
The Filter Group Management window, displaying all configured filter groups, appears.
- To search for a specific report, use the Filter field.
- To customize the table columns view, see the instructions in the Customizing a Table section in SpeechIQ Reporting.
- To refresh the list, click the Refresh icon (
).
Creating a New Filter Group
To create a new filter group:
- Click New.
- In the New Filter Group popout window that appears, specify a name for the filter group.
- Click Save.
The new filter group appears in the table. - Double-click the new filter group to open the settings window.
- On the Settings tab, select the filter type from the Type drop-down list. You have the following options:
- Agents
- Assessors
- Phone numbers
- Scorecards
- Skills
- Select the filter(s) from the Available column and click the right arrow to move to the Selected column. You can type the filter name in the Filter by Name field and search for the desired filter.
- Click Save.