Scrolling and scrolling and scrolling can get old, fast. And we all scroll enough these days, anyways, right? Playvox knows your time is precious and finding the conversations you’re looking for is important. Get the interactions you need at your fingertips with Interactions filters.
Before we get started, make sure your chosen integration is up and running. Check out this article if you need to review how to do that. After you’ve set up one of our integrations, you’ll want to create filters. Use these filters to pull in the Customer interactions with the highest priority.
Note: The available filters will correspond to those filters or fields already available from within your 3rd party vendor platform.
There are two ways to create Filters; starting from the Interactions page, or from Settings. We’ll start with the latter.
Go to Settings > Quality.
2. Click on the Filters tab.
3. Then, click the New button at the top right.
4. Name your Filter.
5. Then, type a short description (optional).
6. Choose your connector from the dropdown menu.
7. Select your Entity.
Note: This will vary depending on your connector. Make sure you check out information for your specific connector to get the most accurate information.
8. Click Add filter group.
Filter groups will connect different filters with AND. This means that each group will take into account ALL rules in the group when filtering interactions. Adding more than one Filter group will result in an OR. This means at least one filter must match to be included in the results (e.g. [rule A + rule B] OR [rule C + rule D]).
9. From here, you'll be able to select individual filters (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.
10. You may add as many filters and/or filter groups as you'd like. You may also
Delete a rule at any time.
Remember: The filter fields depend on the connector you have chosen.
11. After adding Filters and Filter Groups, select Date Filter Field. Then decide
whether or not to lock the date range, and select your Display Fields.
Tip: We suggest you leave the date range unlocked in order to be able to filter by other dates in the Interactions tab.
Important: Remember that filter fields vary by connector. Some connectors will not have the option to select Date Filter Field, lock date range and Select Display Fields.
12. Finally, decide whether or not you'd like to make this filter Public.
Note: Public filters will be visible to Analysts, and other Administrators. It’s also worth mentioning that only Public Filters will be able to be accessed when making Workloads. Private filters will not be visible to anyone but the creator of the filter.
13. Click Save when finished.
14. You'll then be brought to the Interactions page where you can see your filter in
action. (Full circle moment! This is also the other starting point for creating
filters! Just click Create Filter at the top right and follow the directions you’ve
already read in this article!)
Zip-a-dee-doo-dah! You’ve done it! You’ve successfully set up filters based on your most important evaluation criteria. We recommend checking out this article next to read about Selecting Customer Interactions, Quick Searches, and Quick Filters. You can also read more specifics on the FTP Audio connector and filters here. Keep calm, and Playvox on! Read more on integrations below: