Filtering Interactions information
By default, no filters are assigned in Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. and Analytics applications. Users have full access to interactions. Through searches, saved searches, and the monitoring feature, users can access all interactions originating from all switches (data sources) in the system.
Filters limit access
To limit user access, you can create filters. The filters allow a user to access only those contacts that meet the filter definitions. For any user, you can:
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Apply a particular limitation to interactions from all switches.
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Allow full access to interactions from a particular switch.
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Allow limited access to interactions from a particular switch.
Filter assignments
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You can assign any number of filters to a user, but they all must be based on the same parameter.
Example: You create a filter that uses the DNIS parameter. For this filter, you define a range of numbers or extensions. You can add more filters that define other ranges for the selected DNIS parameter.
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You can also restore full access to all interactions by removing the filters.
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Filters assigned to a user overlap with their access rights in the Interactions and Analytics applications. Any limitation set by the filter is added to the limitation that exists for this user.