Quick Filters

OverviewClosed

On the Recorded Interactions page, the left navigation menu serves a special purpose. This menu provides shortcuts, or quick filters, for locating specific calls in the system. The available filters depend on the settings configured by your administrator.

This topic explains the various quick filters and how to use them.

For more information, see Finding Recordings Overview.

Images in this topic are taken from Recorded Interactions with Web Player. If you are using Recorded Interactions with HTML5 Interaction Player, things may look a little different but the steps remain the same.

Calendar Quick Filter

The Calendar quick filter allows you to select and display records from a specific date. Dates with available records appear in blue. The currently-selected date is highlighted. You can select individual dates by clicking on them. You can also move between months by using the arrow icons to the left and right of the month/year display. In the Recorded Interactions with Web Player, you can click the month/year (for example, "December, 2015" in the preceding image to open a date selector).

Agent Quick Filter

The Agent quick filter displays a list of agents to whom you have access. You can select an agent to display records for only that agent. This filtering is based on the Agent ID field in the inContact WFO database, and not on the agent's name.

If you click the triangle icon next to the agent, inContact WFO displays the Agent ID.

Only the Agent ID currently specified on the user account appears. If the agent had a different Agent ID in the past, that information remains on the call record, but you cannot filter for it.

Group Quick Filter

This quick filter displays the Groups to which you have access. Groups are collections of users that your administrator has defined in a way that makes sense for your organization. Selecting a group displays records for agents that are members of that group.

Custom Filter Quick Filter

inContact allows you to map the inContact WFO ACD Gate field to a custom filter you create using inContact Studio. Selecting an item from this filter causes the list of interactions to display only calls associated with that custom filter. The quick filter label (shown here as ACD Gate) will change based on your custom filter name.

Skill Name Quick Filter

This filter displays inContact PBX skill names to which you have access. Selecting an item from this filter causes the list of interactions to display only calls that were delivered to that skill.

Categories Quick Filter

The Categories quick filter lists categories to which you have access. The number of calls in a category appears in parentheses next to the category name. Clicking a category displays any calls tagged with that category. Available category types include:

  • Private — can be seen only by their creator, and only these people can add or remove recordings from a private category. Private categories are available on both the Recorded Interactions with Web Player and the Recorded Interactions with HTML5 Interaction Player page.
  • Public — can be seen by any user with access to the Recorded Interactions list. However, users can see only the calls within a public category for the Groups and inContact Skill(s) to which they have access. Only the creator of a public category can add calls to or remove calls from a public category. Public categories are available on both the Recorded Interactions with Web Player and the Recorded Interactions with HTML5 Interaction Player page.
  • Shared — can be seen by any user with access to the Recorded Interactions list, and any user can add calls to or remove calls from a shared category. However, users can see only the calls within that category for the Groups and inContact Skill(s) to which they have access. Shared categories are available only on the Recorded Interactions with HTML5 Interaction Player page.

You can create new categories from within the Categories quick filter. In addition to creating public, private, or shared categories, you can make sub-categories which inherit the status of their parent.

My Filters Quick Filter

The My Filters quick filter provides links to your private and public saved filters. Private filters are those you have saved and marked as private. Public filters are those you or any other user has saved and marked as public.

Tag Cloud Quick Filter

The Tag Cloud quick filter is not used in Hosted deployments.

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