Available filters for Digital Channel report
Let’s say as a supervisor, you would like to view and assess the interactions Dennis, a new agent in training, handled via the WhatsApp channel. You can now access the Digital Channels report and use the AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. and Media Type filters to only show you Dennis’ WhatsApp interactions for this month. You can view the interaction journey for each WhatsApp interaction, and download the report locally for easy access and sharing.
The following filters are available for Digital Channels report:
|N/A||Filter||Select a filter that you previously saved.|
Specify the date and time range for the interactions, such as a time interval on a given day, the whole day, the whole month, year to date, etc. The report will only display the metrics for the selected date.
Note: Click the time zone arrow to select the time zone for the data. The time zone selected only applies to Digital Channels.
|General Attributes||Media type||
Select the media source for the interactions:
|Agent||Select one or multiple agents in the list. Use the No agents involved filter option to filter the interactions abandoned in IVR before entering a queue.|
|QueueA queue is an ordered collection of interactions waiting to be served by agents qualified to respond to these interactions. In addition to enabling the call center administrator to customize how incoming interactions are prioritized and routed, queues also ensure that interactions are never lost or discarded. Name||Select the name of the queue through which the interaction was directed. Use the No Queue filter option to filter the interactions that do not belong to any queue.|
|Wrap Up Code||Select the wrap up code list item that was used by the agent in the wrap up. Use the No Wrap Up Code filter option to filter the interactions that do not have a wrap up code assigned.|
|ChannelPhone, email, or Web chat interactions arrive at a tenant on a channel. Virtual Contact Center uses skills based routing rules to place interaction requests into the appropriate Queue. ID||Enter the channel through which an incoming interaction was directed.|
|Transaction ID||Also known as the "Token ID" or just "Transaction" in the old reports.|
|Interaction ID||Enter the internal interaction ID assigned to the interaction that entered the 8x8 Contact Center.|
|Case Follow Up||Enter the CRM case follow-up associated with the interaction.|
Enter the CRM case associated with the interaction.
Note: Case Number can have a value for any interaction, and is mandatory for emails, but optional otherwise.
|Labels||Select the events that an interaction ran through from the time it entered the queue until the end of the interaction.|
|Outcome||Select the outcome (the last event registered) for the interactions.|
|Customer Details||Customer Name||Enter the name of the customer for which you want to view interaction data.|
|Customer Phone||Enter the phone number of the customer for which you want to view interaction data.|
|Customer Email||Enter the email address of the customer for which you want to view interaction data.|
|Facebook ID||Enter the Facebook ID of the customer that reached the Contact Center via Facebook chat.|
|Twitter ID||Enter the Twitter ID of the customer that reached the Contact Center via Twitter chat.|
Specify the time* range for interactions in which the agent displayed the status Busy.
Note: An agent’s status is busy from the time the interaction is offered until the wrap-up is complete.
|Queue Wait Duration||Specify the time* range for interactions that waited in a queue.|
|Handling Duration||Specify the time* range for interaction handling.|
|Wrap Up Duration||Specify the time* range for interaction wrap-ups. Wrap up includes the start-post-processing time (coincides with handling end time) and end-post-processing time.|
|Time in Script||Specify the time* range the customer spent in the script, excluding the queued time.|
|Max Concurrent Interactions||
Specify the range for concurrent interactions handled
Note: An agent can handle up to six concurrent interactions.
N/A - not applicable.
* Units of time available for selection are: seconds, minutes, hours, and days.
Save your search filter
You can save your search filters, and select them at any time. Using saved filters saves you time and allows you to access search results effortlessly. For example, you can filter for Twitter interactions that spent more than one minute in a queue, and save the filter criteria for future use.
To save your search filter:
From the Digital Channels report page, add a filter name, and make the necessary filter selections.
Note: If you want to clear all your filter selections, click the Reset button.
- Click Submit to view the results of your filtered search.
- Click Save.
To access a saved filter, select it from the Filters drop-down list, then click Submit to view the interactions that match the filter selection.
Manage saved filters
Let’s say you previously saved a filter that you created for a specific
To edit a saved filter, select it from the Filters list, make the necessary changes, then click Save.
Note: You can also edit saved filters from the Manage Saved Filters window. Go to Filters > Manage Saved Filters, click next to the filter, and select Edit. Make the necessary changes, then click Save.
To delete a saved filter:
- From the Digital Channels<![CDATA[ ]]> report page, go to the Filters section and from the drop-down list, select Manage Saved Filters.
- From the saved filter list that displays, click next to the filter, and select Delete.
- On the confirmation window, click Delete to permanently remove the saved filter.
To copy an existing filter:
- From the Digital Channels report page, go to the Filters section and from the drop-down list, select Manage Saved Filters.
- From the filter list that displays, click next to the filter, and select Copy. The filter name displays the word (copy).
- Edit the filter name, and make the necessary filter selection updates.
- Click Save.