13.05.2024

Call Filter: How to Set Up and Use to Improve Reporting

Need to conceal your calls? Use the Oki-Toki call filter! Learn how to set up and use this option to improve your reporting.

Call Filter: How to Set Up and Use to Improve Reporting

In the work of a call center, reports may contain non-targeted calls that affect the accuracy of statistical data. In this article, we will look at how using a call filter will help hide unnecessary information, thereby improving the quality of reporting and overall indicators.

What is a call filter?

A tool that allows excluding certain calls from reports according to set rules. A call filter aids in reporting by hiding incorrect and non-targeted calls that do not affect the performance indicators of the call center.

Call Filter
Call Filter

Why is a call filter needed?

The main task of the function is to block calls that should not be displayed in the call center reports. For example, it is possible to hide:

  • test calls, which are made to check the software and configure the service. They can be excluded from reports as these are trial calls.
  • employee training – calls made by agents during training may be unnecessary in call reporting and can be hidden from the overall statistics of the call center.

Outsourcing call centers often send reports to the client, and they should not contain extraneous information, for example, about test or training calls. To avoid manually deleting calls – you can use a call filter. The reports will only contain data on real calls to customers, which will increase the accuracy of the work carried out on the project. Learn more about what reports a call center needs in the blog article.

  • internal calls, when employees or agents call each other during work. The main reasons why it is necessary to hide such calls:

Confidentiality: internal calls may include discussion of confidential business information, such as financial data, employee personal data, or company strategies.

Data security: hiding calls helps protect important information from access by outsiders, including other employees or external customers who may have access to the call center system.

Compliance with company policy: some companies have strict rules regarding the handling and protection of information. Hiding internal calls may be part of these rules.

  • problematic calls – sometimes customers allow themselves to use profanity or open aggression in conversation with an agent. After analyzing call data, they can be hidden by the filter, and the customer’s number can be added to the blacklist.

Learn more about how to add a number to the blacklist and support an agent after an angry call on the website. Using a call filter will help update call center reporting. But it is important to remember that intentionally hiding unsuccessful calls does not contribute to improving the quality of service, but only hides the problem from prying eyes.

Access right to the call filter

To prevent situations where employees deliberately hide calls, it is necessary to establish access rights. With roles, you can set the necessary permissions. The Admin has access to use and manage the filter by default. You can grant this function to other users. Create the necessary role and switch the toggles to the on position. Add the role to users who need access to the filter.

Access in Roles
Access in Roles

More information about roles in the blog.

  • The “Manage filter” right allows adding a call and removing it from the filter, as well as creating rules for automatic filtering.
  • The “Enable/disable call filter” right – allows viewing information about calls hidden in reports.
Displaying a call with a filter
Displaying a call with a filter

How to configure a call filter in Oki-Toki?

You can add calls to the filter in two ways:

Automatically:

Go to the “Project Resources” section – Call Filter. Create a rule by filling in the fields. Choose one or more criteria that will determine the conditions for blocking the call:

  • A-number – calls made from the calling number will be hidden;
  • B-number – filtering calls to the called number;
  • Queue – will filter calls made to the selected Queue (incoming and outgoing);
  • Call Type – will limit access to calls of the selected type:

IN – incoming call, made by the client (A-side);

OUT – outbound call to the customer (B-side), made manually by the agent;

AUTO – automatic call by the system to a scheduled number;

CBACK – callback call. The system calls the responsible agent, then automatically dials the scheduled number;

PBX – a call between users within the system without using telephony;

  • User – will hide from the reports calls made by the specified agent;

NEW! Comment – in this field, you can specify why this call was hidden from the reports. For example: a test call, line check, agent training, or other phrases allowing establishing the reason for using the filter;

Adding a rule in Oki-toki
Adding a rule

Set the period of validity for the rule.

Important! If calls were made before or after the specified time, the filter will not be used.

Each rule, after its creation, is assigned a sequential number and the selected filtering conditions are displayed.

Displaying the rule in Oki-toki
Displaying the rule

Manually:

  • Add a call ID by clicking “plus” in the call filter settings. After filling out the form, the selected call will be added to the exceptions from all reports and will no longer be displayed to all users who do not have access.
Adding a call to exceptions
Adding a call to exceptions
  • Add a call to exceptions using the Call Log. By clicking on the ID – select the filter tab. Drag the slider to the on mode to activate it. Fill in the “Comment” field if necessary to indicate the reason for hiding.
Filter in the Call Log in Oki-toki
Filter in the Call Log

Where to find calls hidden through the filter

In the Call Filter section, there will be all calls that should not appear in the reports. The list of hidden calls displays the ID, date, phone numbers, queue, and duration, as well as the method of setting the rule. More information about the call can be obtained by clicking on the call ID in the list.

  • In the “Recording” tab, you can listen to and download the audio file of the call, view the transcript of the conversation, and export it in HTML format.

You can trace speech analytics rules that were triggered during the conversation and familiarize yourself with the quality assessment of the dialogue, according to the established quality assurance plan.

  • In the “Call Log” tab, there is all information about the course of the conversation, similar to what is generated in the Call Log.

To remove a number from exceptions, find it in the list and send it to the trash. For mass deletion, an option “Clear list” is provided.

Call List in Oki-toki
Call List

How to use the call filter in reporting?

Applying the call filter allows hiding data in reports:

Filter management in reports is implemented by a checkbox, which is displayed when there is a right “Enable/disable call filter”. By default, the filter is turned on. For users without access rights, filtered calls in reports are not displayed.

Enabled/Disabled filter using the Call Log as an example
Enabled/Disabled filter using the Call Log as an example

Conclusion

When using the “Call Filter” option in your work, it is necessary to consider that hiding information may not always be appropriate. Approach responsibly the choice of employees who will have access to the filter and do not hide unsuccessful calls, trying to improve statistics with this. This significantly affects the identification of weaknesses and does not allow improving business processes. We hope that our tips will help you effectively use the call filter and optimize the operation of your call center.

Rate the news:

Read also

photo
Friday May 17th, 2024 Call Center Agent Performance Standards: Report of the Status History

How to check the working hours of agents, view the report of one user’s status history at the workstation, settings and features in Oki-Toki.

Learn More
photo
Friday June 4th, 2021 Code of the Hero: A Guide for the Contact Center Manager

How to Organize Work as a Contact Center Manager: Key Practices and Tips

Learn More