Filters; Using Filter Manager - Inter-Tel Contact Center Suite User Manual

Filters

Filtering is a feature provided in Reporter, Reporter Pro, RealViewer, and Intelligent Router.
This allows you to select information that you want to see, based on different parameters,
such as how long a call was active, what ACD hunt group the call rang, what DID number
the call used to access the switch, etc. You can choose to filter calls by trunk or by device.
Filtering calls by device considers each individual device with which a call is handled,
whereas filtering by trunk only considers each call once, regardless of how many devices
handled it. Filtering by device is often used to measure individual agents or extensions,
while filtering by trunk is used to measure statistics against DID numbers or trunk lines,
e.g., to measure the effectiveness of a marketing campaign. Further information on filtering
by device and by trunk can be found in the online help.
Every report or tile is filtered by the All Calls filter by default. The All Calls filter does not
exclude any calls when filtering, and cannot be edited or deleted.
In Reporter Real-Time and RealViewer, a filter can be applied to each tile, and the same
filter can be applied to multiple tiles. In Reporter, a filter is applied to a report, and the same
filter can be applied to multiple reports.
In Reporter Real-Time and RealViewer, the greater the number of different
NOTE filters that you apply to tiles increases the time it takes for the application to
start.

Using Filter Manager

The Filter Manager lists the currently available filters and provides access to programming
options. To display the Filter Manager, click the Filter Manager button (
or press CTRL + F. Or, select Filter Manager from the main menu.
Contact Center Suite User Guide
) on the toolbar
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