18.3.2. Using the Filter Panel

1. Filter View

To ensure you can quickly find the calls that will be of most interest on the Insight Search page, the Filter View enables you to save the filter searches you use most commonly as Views. There is no limit to the number of Views that you can set up.

When saving your view, any changes you have made to the columns that are displayed in Manage Columns will also be shown here.

Click New to set up a new name for a search, then work through points 2 to 8 to apply the filters that will be most suitable for your search.

2. Filter by Owner

Here you can choose to view:

As a Group Administrator, it is anticipated you will want to focus on your team’s calls, and as such the filter defaults to All Insights.

3. Show Me…

This option enables you to narrow down the number of Insights that are returned to the search panel based on the following criteria:

4. Show only calls with Categories

This box is ticked by default which means that only calls that have triggered one or more Insight categories will be shown in your search results.

If you would also like to see calls that have triggered no categories, simply untick this box.

5. Matching all these Filters

This section shows you which additional filters are switched on for your search (see point 8 for the additional filters you have to choose from)

6. Experience

This enables you to define whether the Insights you look at are presented from the Employee’s experience or Customer’s experience (also referred to as call “leg”, ie Employee leg or Customer leg).

For example, if a Customer calls your company, speaks to Employee A for 1 minute and then is placed on hold for 1 minute while they are transferred to Employee B with whom they have a 5 minute conversation, all these interactions would be seen when looking at the Customer’s Experience, with the call lasting in the region of 7 minutes.

In the same example above, if selecting the Employee Experience, for:

• Employee A you would see a call that lasts for around 2 minutes (1 minute conversation with the Customer and 1 minute during the transfer with Employee B).
• Employee B you would see a call that lasts for around 6 minutes (1 minute conversation with Employee A during the transfer and 5 minutes with the customer).

In this example, if you select “All” as you option from the Filter Panel you would see three Insights for the same call, ie:

1. Customer (7 mins)
2. Employee A (2 mins)
3. Employee B (6 mins)

7. Page Size

Here you can choose the maximum number of search results that will be displayed on the Insight Search page at any one time.

8. Add Filter

Here you can choose to apply the more customisable filters to narrow down the number of Insights that are returned to the search panel based on various criteria. There is no limit to the number of filters you choose to add here, and understanding what sort of calls you’re most interested in seeing will help you properly define these filters.

For example, if you want to see which of your longest calls in this month were with unhappy customers who want to cancel their contract, you can select your filters to search for:

• Call Date: This Month
• Call Duration: > 20 minutes
• Category: Unhappy customer
• Primary Call Wrapup: Cancellation request

Setting up favourite filters

If this search above is one you’re likely to want to run in future, select New under Filter View (point 1 above), give the search a name that will help you remember what it does (eg >20 mins, unhappy, cancellation, this month), and then select Save. These filters will then be applied whenever you choose this saved search.

The criteria you can select are shown below:

Selecting one of these then opens up further criteria for you to select, like this:

Call Date

Call Duration

Category

Direction

Group

Keyword

Name

Rating

Default is Overall Rating - an average of all four rating scores

Please note the four rating categories can be configured as shown here

1. Select call transcripts to download - see Appendix 1

1. Insight status icons

To the left of the Insight Search screen, there are 5 columns that will show the icons above in the following circumstances:

Favourite Insights

This enables the user to mark an Insight as a favourite: by clicking the icon on the left below, this favourites the Insight and the icon will change to the one on the right. This action can be reversed by clicking the icon again. The favourite status applies only to Insights for the user who is logged in - ie other users will not see which Insights other users have favourited.

Load Player

While the Insight is being analysed, you will see this Processing icon:

Once the Insight has been analysed, you will see Load Player icon:

Notes Open / Notes Closed

Having made a note(s) for their employee’s attention on this Insight, these notes will remain open (image on the left) until the Group Administrator chooses to close them off; this is done in the Insight Player itself. Once the notes are closed, the case will change to the image shown on the right for both parties.

Unacknowledged / Acknowledged notes

When either the Group Administrator or Employee makes a note for the attention of the other, the image on the left will appear, showing there are unacknowledged notes on the call (notes are acknowledged by the other party in the Insight Player itself). Once the recipient has acknowledged the note, the image will change to the one on the right. If there are multiple notes, the image on the left will remain until all notes have been acknowledged.

Unopened Insight with notes

When there is an Insight with new notes that has not yet been opened, the speech bubble icon will appear next to it. Opening the Insight will make the speech bubble disappear.

1. Column Headers

Users can choose which column headers should appear by selecting the Manage Columns box towards the top right of the Insight Search screen:

Favourite

• Shows if the user has favourited the call. Click to favourite / unfavourite

Play Call

• Shows if the call is ready to be played back

• When the Processing icon turns into the Load Player icon (usually within 10-15 minutes of the call ending), clicking this opens the Insight Player in the same window

Notes Open / Notes Closed

• Shows if there are still open notes or if the Group Administrator has closed these. Click to open the Insight Player

Unopened Insight call with Notes

• Shows if a call with notes has not yet been opened. Click to open the Insight Player

Unacknowledged / Acknowledged Notes

• Shows whether the note recipient has acknowledged the note(s) or not. Click to open the Insight Player

Time

• Shows the date and time of the call

Name

• Shows the employee’s name who made / received the call. Click to be taken to the User record

Number

• Shows the Natterbox phone number on which the call was made / received

Experience

• Shows which “leg” (or Experience) of the call was analysed (predefined to show the Employee leg). This means Insight will start working on the call at the point the named employee’s call gets connected. Both the employee and the customer will have their own channel analysed and transcribed, though anything the customer says while in a call queue or on hold will not be captured.

Direction

• Shows the direction of the call (eg Outbound or Inbound)

Group

• Shows which Group the employee is a member of (if available). Click to be taken to the Group tab

Duration

• Shows how long the call was

Account

• Shows which Account the Contact is associated with (if available). Click to be taken to the Account record

Contact

• Shows the name of the Salesforce Contact (if available). Click to be taken to the Contact record

Primary Call Wrapup

• Shows the primary call wrapup selected by the Agent (if available)

Secondary Call Wrapup

• Shows the secondary call wrapup selected by the Agent (if available)

Call Rating codes - shown here as Call Quality / Customer Experience / Agent Knowledge / Politeness

• Shows Call Rating codes (examples, all of which are configurable - see here) if the call has been rated

Overall Rating

• Shows the overall call rating , which is an average of the four call ratings above

Category Details

• Shows up to six categories that have been activated on the call and how many times they have been activated (in descending order of how often they were activated). Where more than six have been activated, clicking the three dots opens a separate box that shows all categories activated on the call

More Details

• Click “Go to Insight Record” to view the Insight Record

1. Download Transcript

• Downloads selected transcripts - see Appendix 1