Manage Filters

Filters to help you find recordings on the Recorded Interactions page . There are two kinds of filters: quick filters and custom filters. Quick filters are made using commonly used filter criteria, such as agent or date. Custom filters allow you to create your own filters using multiple parameters, and you can save them to reuse.

When you use a filter, the results show you only recordings that you have permission to access.

If your organization uses custom terminology settings, the labels for any or all of the column headings and fields will match those settings.

Use Quick Filters

1. On the Recorded Interactions page, click one of the quick filters in the menu on the left side of the page.
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2. Click one of the options in the expanded menu for the filter you clicked.
   Learn more about the quick filters

   Depending on the configuration of your Uptivity system, you may have some or all of these quick filters available to you.

   Filter	Description
   Date	Filters based on the date a recording was made. Dates with recordings available are blue, while dates with no recordings available are black. You can change the month and the year, then click the date you want. When you apply a date filter, it appears in the Filter bar at the top of the Recorded Interactions list as Recording Time.
   Agent	Filters based on agent ID to display all recordings made by a single agent. If an agent has multiple phone extensions or login numbers assigned to them, you can filter records for one of the numbers by clicking the triangle icon next to the agent icon and then the number you want to filter with. Only the current extensions configured in the user account appear in the list. If the agent had other extensions in the past, that information remains on the call record, but you cannot filter for it. Click an agent's name to see all of the recordings associated with that agent.
   Uptivity Group	Filters based on QA Groups, which are collections of users that your administrator has defined in a way that makes sense for your organization. Click one of the QA Groups to filter on the recordings made by members of that group.
   ACD Gate	Filters based on ACDAcronym for Automatic Call Distributor - A device used to manage and distribute incoming calls to a specific group of terminals. / PBXAn acronym for Private Branch Exchange. A telephone switching device owned by a private company that serves a particular business or office. gates or queues. The options available to you depend on how your organization's telephony equipment is set up, and which queues or gates you have permission to view. Additionally, these options may be listed by name or number, depending on the system configuration. Click one of the options to view recordings of calls delivered to that queue or gate.
   ACD Group	Filters based on ACD / PBX groups (such as hunt or skill groups). The options available to you depend on how your organization's telephony equipment is set up, and which groups you have permission to view. Additionally, these options may be listed by name or number, depending on the system configuration. Click one of the options to view recordings of calls delivered to that group.
   Categories	Filters based on user-created categories that are available to you. Click the triangle icon of parent category that contains the category you want to filter on, then click the category name. You can also create your own categories.
   My Filters	Filters based on custom filters that you have made, or on filters created by other users and made available to you as public filters. You can apply existing filters or create a new one.
   Tag Cloud	Filters based on the frequency of words or phrases in recordings that NICE Uptivity Speech Analytics is configured to tag. The Tag Cloud filter is available only if your organization uses NICE Uptivity Speech Analytics. You can use the Tag Cloud to filter call recordings by the tag groups assigned when the speech analytics engine reviewed the recording.

3. You can click a different quick filter to apply an additional filter.
4. You can remove a previously-applied filter by clicking the name of the filter in the filter bar above the Recorded Interactions

Create a Custom  Filter

You can create a new filter from scratch, or you can copy an existing filter and make changes, then save it as a new filter.

1. Click Filter in the filter bar at the top of the Recorded Interactions list.
2. Set the criteria and choose an operator for each criterion to filter the interactions you want to display.
   Learn more about the fields in this step

   If your organization uses custom terminology settings, the labels for these fields will match those settings.

   Field	Description
   Data Fields
   Agent	Allows you to search and filter by one or more agents. On the left is a list of all agents in the system, and you can move between list pages using the standard controls at the bottom of the list. When you begin typing an agent's name in the text field, Uptivity dynamically updates the list to match your entry. To add agents to your filter, select an agent from the left column and move the agent to the right column by clicking the > or >> icons. Use the < or << icons to move agents from the right column to the left.
   Device ID	Allows you to search and filter by "hardware" identifier in your ACD/PBX (for example, Position ID, Phone Port, DN, or Extension).
   Device Alias	Allows you to search and filter by agent-associated identifier in your ACD/PBX (for example, extension, agentID, and so forth).
   Agent Name	Allows you to search and filter by full or partial agent name.
   ACD Group	Allows you to search and filter based on whether a call was directed to/through a specific ACD group.
   ACD Gate	Allows you to search and filter based on whether a call came through a specific ACD gate.
   Caller ID	Allows you to search and filter incoming calls by the number from which the call was received. This information is not provided by all integrations.
   Dialed Number	Allows you search and filter incoming calls by the number the customer dialed to reach your organization, and outgoing calls by the number dialed by the agent. This information is not provided by all integrations.
   Record ID	Allows you search and filter by the internal identifier assigned to the recording by Uptivity.
   User 1 — User 15	Allow you to search and filter by the contents of any of the custom data fields used by your organization.
   Channel	Allows you to search and filter by the channel on which a call was recorded.
   Bookmark	Allows you to search and filter based on values in a bookmark associated with a recorded interaction.
   QA Group	Allows you to search and filter based on whether the interaction was handled by a member of an QA Group.
   Categories	Allows you to search and filter by whether the interaction has been assigned to a category. The drop-down list displays your private categories as well as any public or shared categories in your system.
   Tag	This field applies only if your organization uses NICE Uptivity Speech Analytics. Allows you to search and filter using speech analytics tags applied to recorded interactions. The left column displays speech tags in your system; the right column displays tags to be used for filtering. Click the >> and << icons to move tags from one column to the other.
   Quality Management, Surveys, and Date Fields
   Evaluations Completed	Allows you to search and filter by the number of completed evaluations associated with a recorded interaction.
   Avg. QA Score	Allows you to search and filter based on the average score across all QA evaluations associated with a recorded interaction.
   Avg. Calibration Score	Allows you to search and filter based on the average score across all calibration evaluations associated with a recorded interaction. Scores are rounded when they appear in the Recorded Interactions, and this may sometimes produce results that seem inaccurate. For example, if you set a filter to return calls where the average calibration score was less than 50%, calls with an average score of 49.5 - 49.9% will be included but the score will display as 50%.
   Avg. Self-Evaluation Score	Allows you to search and filter based on the average score across all self-evaluations associated with a recorded interaction. Scores are rounded when they appear in the Recorded Interactions, and this may sometimes produce results that seem inaccurate. For example, if you set a filter to return calls where the average self-evaluation score was less than 50%, calls with an average score of 49.5 - 49.9% will be included but the score will display as 50%.
   Randomizer	Designed to assist QA teams that perform evaluations on random sets of calls. This field works in conjunction with any other selected criteria. Once all other selected criteria are applied to the records, Randomizer finds and displays a random selection of calls meeting the desired criteria. You can select whether Randomizer displays a chosen number of calls or a percentage of calls.
   Survey Score	This field applies only if your organization uses NICE Uptivity Survey. Allows you to search and filter based on the score for an NICE Uptivity Survey associated with a recorded interaction. This field accepts only positive numeric values and considers only completed surveys.
   Other Score Values	This field applies only if your organization uses NICE Uptivity Survey. Allows you to search and filter based on survey score values other than those for a completed survey. The drop-down list allows you to select Inc(that is, incomplete), N/A, or Both.
   Start Date	Allows you to set a starting date and time so you can search and filter based on whether an interaction was recorded during a specific date range.
   End Date	Allows you to set an ending date and time so you can search and filter based on whether an interaction was recorded during a specific date range.
   Relative Date	Provides the following selection of pre-configured date ranges in a drop-down list: Today, Yesterday, This Week, Last Week, This Month, and Last Month.
   Day of the Week, Duration, Data Comparison, and Other Fields
   Day of the Week	Allows you to search and filter for recordings from one or more days of the week. When you select this criteria item, the list of days turns blue, indicating that all days are selected. Clicking a day removes it from the filter and changes the coloring back to normal.
   Minimum	Allows you to search and filter for calls that lasted for at least a specific length of time. The Hours, Minutes, and Seconds fields accept whole numbers.
   Maximum	Allows you to search and filter for calls that lasted less than a specific length of time. The Hours, Minutes, and Seconds fields accept whole numbers.
   Call Direction	Allows you to search and filter based on the call direction as selected from the drop-down list. The field accepts the values Inbound, Outbound, or Inbound or Outbound.
   Screen Capture	Allows you to search and filter based on whether the interaction included screen recording as selected from the drop-down list. The field accepts the values Only calls with screen capture, Only calls without screen capture, or Calls with or without screen capture.
   Call Type	This parameter is no longer used in Uptivity.
   Display Records	Allows Display Records to specify the records to be shown in the filtered list. The field accepts the following values from a drop-down list: That match all of the above (AND) or That match any of the above (OR).

3. You can click Save as My Filter, enter a name for the filter, select whether the filter will be Public or Private, and click OK.
4. To use the filter now, click Apply.

Use a Custom Filter

If you have saved custom filters, you can use them anytime you want to find that kind of recordings:

1. Click My Filters in the quick filter menu on the left side of the Recorded Interactions page, then click Private Filters or Public Filters to open the appropriate group of filters.
2. Click Apply next to the filter you want to apply to the available recordings.

Set Your Default Filter

You can set a saved filter as your default filter so that the Recorded Interactions page opens with that filter in place. The default filter is an individual setting; other users can set different default filters.

1. In the NICE Uptivity Web Portal, click Interactions List.
2. Click My Filters in the quick filter menu on the left side of the page, then click Private Filters or Public Filters to open the appropriate group of filters.
3. Click Default next to the filter you want as your default.

Manage Saved Filters

You can copy an existing filter to create a new one, or edit an existing filter.

1. Click My Filters in the quick filter menu on the left side of the page, then click Private Filters or Public Filters to open the appropriate group of filters.
2. Click Edit next to the filter you want to edit or copy.
3. Revise the filter settings and criteria.
4. Click Save As My Filter.
5. To save this as a new filter, enter a name. Uptivity then saves it as a new filter and leaves the original filter unchanged. If you do not provide a new name, Uptivity overwrites the existing filter and changes the Owner to show your username.
6. You can select whether the filter will be Public or Private. The default status is Private. If the filter you are editing was a Public filter, and you want it to remain public, you must select Public again.
7. Click OK.

Filter with the Tag Cloud

Required Permission — Allow Analytics View

If your organization uses NICE Uptivity Speech Analytics, the Tag Cloud quick filter is available on the Recorded Interactions page. It sorts call recordings by the tag groups assigned when the speech analytics engine reviewed the recording.

1. Click Tag Cloud on the Recorded Interactions page.
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2. Click a tag once to display all recordings that match the tag. The selected tag moves to the top left corner of the Tag Cloud menu.
3. Click additional tags to refine your filter and open the Multiple Tags selector.
4. To remove Tag Cloud filters, click the X next to an individual tag to remove that tag or click the X next to Tag in the filter bar to remove all tags.