5.1. Applying filters to reports

‘Filter’ is a very powerful tool that gives users the ability to narrow down call information to meet their reporting requirements. Filter options are available on any report and users can access this by simply clicking on ‘Apply Filters’ which presents the following screen:

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Select Date/Time

Users can apply date or time filters to analyse call information for a specific date or time period. Select the Date/Time drop down to select pre-defined dates / date ranges or input custom dates and times.  This filter can be useful when searching for a call at a particular time/date.

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Extensions/Agents

The group filter has six dropdowns for division, department, cost centre, site, account or account group. Users can limit reports to show all call data from a single group and/or select particular divisions/departments/cost centres/sites/accounts or account groups using the dropdown list.  All these groups are picked up via synchronisation with the telephony platform.  By default all groups will be selected, however, users can untick a box to select from the dropdown.

This filter allows users to report on individual or multiple extensions/agents, helping to narrow report results to focus only on the extensions/agents of interest.

Users have three options on this filter:

1. All Extensions: Users can apply this filter to report on all extensions that are active. By default this option is always applied.

2. Extension Range: Users can enter specific extensions (separated by a comma) or an extension range (using a hyphen).

3. Selected Extensions: Users can select from the list of extensions detected during configuration of the software. Extensions can be selected from the list of ‘Available Extensions’ and moved across to the ‘Selected Extensions’ box using the arrows. Using this filter provides the benefit of viewing extensions by name.

Levels

A reporting level group (division, department, cost centre, site contact group, accounts, account groups) contains multiple extensions to make it easier to create reports, rather than using filters to manually select multiple extensions.

The group filter has six dropdowns for division, department, cost centre, site, account or account group. Users can limit reports to show all call data from a single group and/or select particular divisions/departments/cost centres/sites/accounts or account groups using the dropdown list.  All these groups are picked up via synchronisation with the telephony platform.  By default all groups will be selected, however, users can untick a box to select from the dropdown.

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