“Call Filter” is a tool that hides numbers from general access based on one or more criteria. Special permission is required to view hidden calls. This functionality may hide a call from an user that they are not supposed to see. It could be a training, test call, or internal one, and the customer does not always need to know about such calls.
This article applies to the product Cloud Call Center
More about the opportunities
- By default, filtered calls are not displayed in the reports of the users.
- The display management of filtered calls is determined by the “Enable/Disable Call Filter” right (the user needs to be assigned a role with this right).
- To add/remove numbers, the user needs the “Manage Call Filter” permission.
- To view the list of numbers added to the filter, the “Enable / Disable Call Filter” right is enough
- The control of the filter in the reports is implemented by a checkbox, which is displayed when the “Enable/Disable call filter” permission is present.
- The filter applies to API requests.
List of reports in which the filter is used
- “Call Log”
- “Summary Report on Calls”
- “Summary Report on Queue Statuses”
- “Call Tracking”
- “Frequency of References (FCR)”
- “Frequency of Contact References by Tags (FCR)”
- “SIP Call Log”
- “Incoming Statistics”
- “Customer Statistics”
- “SIP Providers Statistics”
- “Agent’s Log”
How to Add a Call to the Filter
In settings Add the call ID you want to hide to the filter. For example, a call added to the filter will be highlighted in yellow with an icon when viewed in the “Call Log”. If the filter is active, the call will not be displayed in the report.
How to add a rule to the filter
You can create rules, conditions for adding numbers, for example:
- Calls by a chosen user.
- Calls based on the selected queue.
- Calls with a specific phone number.
All this is done for the convenience of checks and testing, it is advisable to use it to exclude test calls made by project supervisors from the reports.
If you need to massively delete numbers that were added to the list, a function “Clear List” has been implemented in the section.
Perhaps you might need to conceal a ‘failed’ call, it could happen – we anticipate such scripts, but masking mistakes won’t improve the quality of service, so act boldly, but sensibly.
