You can filter the data insights shown in OI by clicking on the filter icon from the side menu on the left of the screen.
After selecting one or more filters, click ‘Apply filters’ in the bottom right corner of the filters window.
To remove all filters, click ‘Clear filters’ in the bottom right corner of the filters window.
The following filters are available:
Note: Depending on the data in scope for you're organization, you may have more or less filter options available than shown below.
Queue
Queues available will reflect the data in scope for analysis for your organization. These are usually based on your organization’s telephony or work distribution system.
Org Structure
Org structure will be customized for your organization.
A common Org Structure set up is: Department > Site > Team > Agent.
You can select one or more options at any level of your Org Structure.
Metric
Select a metric to filter the data displayed. Definitions for commonly used metrics can be found on the Operative Intelligence Definitions page.
Note: 'Metric' filter is only available on selected pages where applicable.
Root cause
Select one or up to 5 root causes to filter the data displayed by.
Inquiry
Select one or up to 5 inquiries to filter the data displayed by.
Tip: Use the search bar to search for keywords within the list of inquiries.
Show results
Limit the results shown to the top 10 or set a custom limit to view the top results to another number.