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 Conversation Configuration > Filter Group Management.

The Filter Group Management window, displaying all configured filter groups, appears.

  • To search for a specific report, use the Search by Name 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:

  1. Click . 
  2. In the New Filter Group pop-up window that appears, specify a name for the filter group. 
  3. Click Save.
    The new filter group appears in the table.
  4. Double-click the new filter group to configure the filter group.

  5. On the Settings tab, select the filter type from the Type drop-down list. The following options are displayed:
    • Agents
    • Assessors
    • Phone numbers
    • Scorecards
    • Skills
  6. Select the filter(s) from the Available column and click the right arrow to move the filter(s) to the Selected column. You can also search for a specific filter by typing the filter name in the Available or Selected fields.
  7. Click Save.