Filters

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. Freshcaller 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.


Note: The filter options/metrics displayed are a combination of basic and advanced call metrics. The basic filter options are visible to all users. However, the advanced metrics are visible only to Garden or Estate customers.
For example, to view the Service level breached filter option, you must have a Garden or Estate subscription. Check out Understanding Call Metrics for more details.

 

To filter call records:

  1. Click on the Call Metrics tab.
  2. Click on the Filter option on the top right corner of the Call Metrics table.

    The various filter options available are:
    FilterDescription
    NumbersView the call metrics based on the Freshcaller phone number used for dialing or receiving calls.
    Time Period

    View the call metrics based on the time period. The options are:

    • Today
    • Yesterday
    • Last 7 days
    • Last 30 days
    • Custom Range
    Call TypesView the call metrics based on the type of the call. The options are:
    • Answered
    • Missed
    • Abandoned
    • Voicemail
    Call DirectionView the call metrics based on the call direction. The options are:
    • Incoming
    • Outgoing
    ContactView the call metrics based on the customer name. Enter at least two characters of the contact name to see auto-suggestions.
    AgentsView the call metrics based on the agent who attended the call. Enter at least two characters of the agent name to see auto-suggestions.
    QueuesView the call metrics based on the selected call queues. These are call queues configured in your account.
    TeamsView call metrics based on the team who attended the call. 
    Business HoursView call metrics based on the business hours configuration. The options are:
    • Within Business Hours
    • Outside Business Hours
    Service Level MonitoringUse the slider to view the call metrics that breached the service level configured.
  3. Once you select the required filters, click Filter Calls.

For a detailed description of each field or metrics, refer to Understanding Call Metrics.

Export

Freshcaller allows you to easily export your call metrics data in CSV or Excel formats. With the improved export feature, you can now customize and select the fields you want to export. 

  1. Click on the Export option available at the top right corner of the Call Metrics table.
  2. Select how you want to export the data. You can export the call metrics as a CSV file or as an excel.
  3. Select the fields you want to export and click Export.
Notes
  1. The Export option is visible only to customers from Blossom plan.
  2. The export options/metrics displayed are a combination of basic and advanced call metrics. The basic metrics are visible to all users. However, the advanced metrics are visible only to Garden and Estate customers. For example, to view and export after call work time field, you must have a Garden or Estate subscription. Check out Understanding Call Metrics for more details.
  3. You can see that few fields/metrics are selected by default. You can not deselect these options.
  4. The fields specific to IVR CSAT (Csat Transfer Made, Csat Outcome, and Csat Time) are visible only for Estate customers. For more information on IVR CSAT, see Receiving CSAT Feedback Through IVR.

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