Filtering
To stay focused on what matters most…

On this page, you can configure filters to analyze calls according to your business needs. By activating filtering, you set conditions for the system to automatically evaluate only those conversations that meet the specified parameters.
Why Call Filtering is Important
Call filtering is a powerful tool for accurate and relevant analysis of customer interactions. It helps you:
Focus on key data: Eliminate irrelevant calls to enhance analytics accuracy and make better-informed decisions.
Improve analysis quality: Longer calls often contain more valuable information, while shorter ones may lack substance.
Save resources: Excluding unnecessary data reduces processing time and costs for analyzing irrelevant calls.
Align analytics with business goals: Setting filters tailored to your parameters (e.g., by departments or employees) makes data more precise and useful for specific tasks, such as evaluating employee performance or analyzing the operations of individual departments.
Call filtering ensures effective analytics, allowing you to focus on meaningful conversations, optimize processes, and make data-driven decisions.
Key Filtering Parameters
Call Direction: Select calls for analysis, such as outgoing, incoming, redirected incoming, or callback requests.
Virtual Numbers: If multiple numbers are connected to your virtual telephony but not all need analysis, specify the SIP numbers to include in the analytics.
Call Duration: Filter calls based on their length (e.g., from 60 seconds and longer for reliable data).
Personnel Units: Define which employees’ or departments’ calls will be included in the filtering.
How Filters Work: All filters are applied simultaneously. Overly strict settings may result in no calls meeting the conditions for analysis. Conversations excluded by the filters will not appear in the call list.
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