Filtering

To stay focused on what matters most…

Settings → Filtering. Call Filtering Block

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.

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Why Call Filtering is Important

Call filtering is a powerful tool for accurate and relevant analysis of customer interactions. It helps you:

1. Focus on key data: Eliminate irrelevant calls to enhance analytics accuracy and make better-informed decisions.

2. Improve analysis quality: Longer calls often contain more valuable information, while shorter ones may lack substance.

3. Save resources: Excluding unnecessary data reduces processing time and costs for analyzing irrelevant calls.

4. 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.

Important Note: Filters apply only to calls received by the system after the changes are saved. Calls that entered the system under previous filter settings will remain unchanged.

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Key Filtering Parameters

The range of available filtering parameters depends on the capabilities of the connected data source. CRM systems typically provide the most comprehensive data.

1. Call Direction: Select calls for analysis, such as outgoing, incoming, redirected incoming, or callback requests.

2. 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.

3. Call Duration: Filter calls based on their length (e.g., from 60 seconds and longer for reliable data).

To ensure high-quality analytics, we recommend working with calls lasting 60 seconds or more. Shorter calls may significantly lower data reliability, though your business specifics might require different thresholds.

1. 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.