Using Advanced filters
Updated
What we'll cover
This article reviews MosaicVoice's Advanced filters functionality. Advanced filters are found throughout the platform and can be leveraged to find specific calls and identify call trends.
Who is this article for?
This article is for anyone with Admin, Manager or Client access. This may include team leads, operational managers, QA team members, etc.
Advanced filters overview
Advanced filters are designed to help limit the number of calls that appear in any list of calls within MosaicVoice. Filters can be combined to further narrow the list of calls shown on the page and include the following options:
- Period (multiple options) - this will always default to the last rolling week (inclusive of today) and has standard ranges and open ranges.
- Scored (check box)- this will always default to off. Check this box if you only want to see calls that have been scored.
Note that users permissioned as Client (or 3rd party users) are not permitted to view call scores.
- Call data (text box)- this will always default to blank. Add in text here to find words from the call metadata. Note - search will be exact and no quotations are needed.
- Call map (single select) - this will always default to include all call maps. Use this filter to select either one specific call map or leave as is to include all.
- Disposition (multi-select) - this will always default to blank. Use this filter to select any number of dispositions. Note - in some cases you may have to select a call map first before selecting disposition.
- Agent (multi-select) - this will always default to all agents. Use this filter to select any number of agents or agent groups.
- Customer name (text box) - this will always default to blank. Use this filter to search for a particular customer name as provided by your dialer. Note that in many cases the dialer software may not provide this information. As such, this data may not be searchable.
- Contact (text box) - this will always default to blank. Use this filter to find all calls associated with a specific phone number. Note: to use this field, simply add in 7 or 10 numbers. No - or () are required, though you may use these if you prefer.
- Dialer ID (text box)- this will always default to blank. Use this filter to find all calls associated with a specific dialer ID. This can be particularly helpful when trying to link call records between systems.
- Agent prompt (multi-select) - this will always default to include all agent prompts. Use this filter to search for any number of agent prompts.
- Customer prompt (multi-select) - this will always default to include all customer prompts. Use this filter to search for any number of customer prompts.
- Compliance violations (multi-select) - this will always default to include all compliance violations. Use this filter to search for any number of compliance violations.
- Outcome (single-select) - this will always default to include all outcomes. Use this filter to search for a specific outcome.
- DNIS (text box) - this will always default to include all DNISs. Use this textbox to find all calls associated with a particular DNIS.
- Call length (range selector) - this will always default to include all. Use both sides of this range selector to find calls that last a certain amount of time (e.g. between 2 and 5 minutes).
- Compliance violations (range selector) - this will always default to include all. Use both sides of this range selector to find calls with a certain number of compliance violations (e.g. between 5 and 7 total).
- Completion (range selector) - this will always default to include all. Use both sides of this range selector to find calls with a certain percentage of the script completed (e.g. between 70-80% complete).
- Monologue (range selector) - this will always default to include all. Use both sides of this range selector to find calls with a monologue of a certain length (e.g. between 30-40 seconds for the max monologue recorded during the call).
- Questions asked (range selector) - this will always default to include all. Use both sides of this range selector to find calls with a certain number of agent questions asked (e.g. between 4-6 total throughout the call).
- Talk / Listen ratio (range selector) - this will always default to include all. Use both sides of this range selector to find calls within a certain percentage of agent talk / listen ratio (e.g. between 25-35%).
- Benchmark less than (range selector) - the benchmark score is a composite figure calculated based on the agent's performance across multiple metrics. This will always default to include all. Use the right side of this range selector to target a limited perofmrance range.
How to use Advanced filters
Once you have made your selections above, simply click "Apply Filters" in order to get your results. If you do not receive any results, consider removing limiting filters or expanding search periods.
To see how many results are included in your filtered list, simply look at the number in orange next to "Calls" at the top of the list.
