Filters improve the performance of your call reports by allowing you to select for specific criteria.
Take a bulk report and segment it to meet your needs:
- Filter all calls by inbound or outbound types
- Dig deeper into department performance by finding repeat call end causes
ACD Queues Pro route calls well. But they’re not measuring devices. With filters, you can see more clearly what is not measured by automatic call distribution systems:
- Track an individual’s performance by selecting for agent name or number
- See department KPIs for the day, week, month, or longer by filtering by queue name
Filters can be reused in as many reports as you like. And you can add more than one filter to a report.
Even this is possible: sort by inbound calls handled by a specific queue that originated from a specific area code and had a duration longer than three minutes. Call Reports are that powerful.