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The filter options allow you to narrow down your search criteria. With an increasing number of call records in your call center, finding the right data can sometimes be challenging and overwhelming. Freshdesk Contact Center provides smart filter options that help you view and analyze the metrics better. For example, to see all the incoming calls on a particular day, you can use the Time Period and Call Direction filters.
To filter call records:
- Click on the Call Metrics tab.
- Click on the Filter option on the top right corner of the Call Metrics table.
The various filter options available are:
Filter Description Numbers Filter the calls based on the phone number used for dialing or receiving calls. Time Period
Filter the calls based on the time period. The options are:
- Last 7 days
- Last 30 days
- Custom Range
Call Types Filter the calls based on the type of call. The options are:
Call Tags Filter the calls based on the tags added during the call. Call Direction View the call metrics based on the call direction. The options are:
Contact View the call metrics based on the customer name. Enter at least two characters of the contact name to see auto-suggestions. Agents View the call metrics based on the agent who attended the call. Enter at least two characters of the agent name to see auto-suggestions. Wait Queue Management Filter the calls based on how they are assigned from the live dashboard:
- Calls manually picked up by supervisor
- Call manually assigned to agent
Queues Filter the calls based on the selected call queues. These are call queues configured in your account. Teams Filter the calls based on the team who attended the call. Business Hours Filter calls based on the business hours configuration. The options are:
- Within Business Hours
- Outside Business Hours
Service Level Monitoring Use the slider to filter calls that breached the service level configured. Power Dialer Calls Use the slider to filter outbound calls that were dialed using power dialer.
- Once you select the required filters, click Filter Calls.