Filter a Calling List

Required security profile permissionsSkills Edit

Filtering enables you to restrict records in your calling list from being dialed. They apply to all calling lists associated with an skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge. Filters apply to lists upon list upload and also to lists that result from the Proactive XS CREATE PROSPECTS action in Studio. You can upload a full list and use a filter to target certain records.

You must configure each filter statement to restrict the results based on one operand. You can configure multiple statements to create a more complex filter. Each filter statement builds upon the last with an unspecified AND operand. While the filtering tool does not support "OR" between statements, you can use the "IN" operand to produce a similar result. You can preview the outcome of a filter before activating it.

  1. In the ACD module, click Contact SettingsSkills.

  2. Locate the Personal Connection (PC) ACD skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge you want to modify. Click the skill to open it.

  3. Click the Parameters tab.

  4. Scroll down the Parameters page and look for Filter. Click Configure or Edit.

  5. Select the Active checkbox. Select or clear any of the Filter Options you want to apply or not apply to the calling list.

  6. Create a new filter condition.
    1. Click Add Condition.

    2. Choose a field from the Column drop-down by which PC will filter the calling list. It includes system fields and custom fields, which are pre-identified fields from the calling list.

    3. Choose an Operator by which to compare the column to the value you set. The operators available depend on the data type of the Column you chose. See this table for more information.

    4. Select or type the Value you want to compare with the Column you chose.

      If someone uploaded a calling list without specifying record values for a system field, PC inserts default values. When you filter by that system value, PC considers the automatic default. See Outbound Parameters: Filter Reference for details about the default values.

  7. Click Preview.

    A pop-up appears and, once the process completes, displays the number of records that remain if you apply the filter.

  8. Repeat the process to create any other filters you want to apply to the list. Remember that filters have an AND behavior, meaning that all filters apply to the list at the same time. You can, however, use the In and Not In operators to produce an OR behavior between filters.
  9. Remove any filters you do not want to apply by clicking the remove icon (indicated by a minus sign) to the left of the filter.

  10. When you are satisfied with your filters, click Apply.

    When the record flow ends because you apply a filter, a notification appears for the agent that says "Please Wait — The system is identifying the best records to call."