After you have set up a connector to a 3rd party vendor platform, you will want to create filters to automatically select specific customer interactions for evaluation. These filters allow you to pull in customer interactions of highest priority for evaluation. The available filters will correspond to those filters or fields already available from within the 3rd party vendor platform. So you will be familiar with the fields by interaction type.
Let's get started.
You can create, edit, delete filters from the platform administrator gear in the upper right corner of your screen. Choose the Quality option.
Click on the Green '+' button to create a new filter. Click on the blue Edit button to edit an existing filter or the red Delete button to delete a filter.
Alternatively, you can create or edit filters from within the Quality application. Access the Quality application from the main navigation bar menu and click on the Interactions submenu.
Select the Green Create filter button in the upper right corner to create a new filter.
To edit a filter from this view, select a filter from the Select filter drop-down list.
Click on the Edit filter icon under the Select filter field.
Configuring your interaction filters
To create a new interaction filter, click on the green '+' button from the administrator gear, Quality, or the green Create a filter button from the Interactions dashboard. Name and describe the new filter. From the drop down menu for Connectors, select the Connector to be associated with this filter.
Next, select the Filters drop down menu. You will see the available filters for this Connector. These are typically root field filters that you have already set up in the 3rd party vendor platform to satisfy your requirements when tracking customer interactions.
Select a filter (e.g., Ticket type, Status, etc.), then continue to select a formula operator (e.g., Equals, etc.), and finally select a value (e.g., priority low, medium, high) to complete the formula. The value choices are also associated with fields already set up in your 3rd party vendor platform. Continue to add as many filters as you require by clicking on the +Add button.
Note that the set of operators and the set of values will change to reflect appropriate variables based on the filter selected. In the example below, the Reply Time filter has a set of operators of Lower than, Lower than or equals, Greater than, Greater than or equals. And the Value field to the right allows you to input any numerical value.
Lastly, the Value field to the far right may also allow for multiple entries from a drop down menu, as in the example below. In the case of an operator 'In' or 'Not In', you can create a set of values for the filter 'Ticket type'. This formula reads, Filter for customer interactions where the 'Ticket type' is in the set of values, or variables, 'Question', 'Incident', or 'Problem'.
About FTP Audio Filters
When filtering Audio FTP files, you can do so by selecting a specific word or words from the filename. For instance, you could organize calls by teams without having them located in different folders.
In the filter options, you must be aware of what each option will do:
- Equal: results will show only filenames that match one of its words exactly to the typed word in the third empty slot; this word must also match the word within the file name - if it doesn't coincide then no data will be shown.
- In: results will show all filenames that include the exact typed words (separated by a comma) in the third empty slot.
- Not in: results will show all filenames that DO NOT include the exact typed word(s) (if multiple then separated by a comma) in the third empty slot.
Just a few more items!
Moving down the settings page. Optionally, if your 3rd party vendor platform provides a configurable date filter field, we will allow you to set a PlayVox filter using that date. Not all APIs provide for it. If available, you will see a Date filter field with options as below.
Once you have selected Date filter field, you can lock this date. Only interactions satisfying this setting criteria and date period will be presented to Quality Analysts. Select Lock date range, Yes, and elect that the period of time to restrict the filter to those dates.
Next, select the field columns and data you wish to display in the main Quality Analyst dashboard. Select display fields from the drop down menu. Add display fields as needed.
Finally, decide if you wish to expose the filters to others. Public filters will be visible to analysts and other Administrators. Default is private.
Click on Preview to visualize the display columns as they will appear in the main Quality Analyst dashboard. Click Save.
You have completed this task of setting up filters for your customer interactions. PlayVox will now automatically pull those customer interactions that satisfy the selected criteria. Quality Analysts will be presented these priority interactions for preview in their dashboards.
Last Edited: 12.5.18