Filters · Manual myContactCenter

The filters of a display element limit the data its formulas calculate with: Conversations.Count() then only counts the conversations that match the filter. This way, a display element shows, for example, only one team or only sales.

General filters

Field	Effect	Default
Skills	only these skills. All takes all of them and locks the list.	All
Agents	only these agents	All
Languages	only these languages	All
Show unconfigured users	also counts agents who are not qualified for any of the selected skills or any of the selected languages	off
Show calls, Show emails, Show faxes, Show chats	conversations of these channels	on
Show private conversations	conversations without a skill or in a private skill	on
Show qualified conversations	all other conversations	on
Include manually created conversations	conversations that agents started themselves	on
Show manually closed alarms	also alarms that an administrator has acknowledged	on

Special filters

Field	Effect	Default
Max language level	agents only count with a language level up to this level	-, no limit
Max inbound level	the same for the skills for inbound conversations	-
Use max escalation levels	instead of the fields above, the minimum levels from the distribution rules of the skills apply	off
Use values in time span	only conversations and statistics values that date back at most this long, hh:mm:ss	00:00:00, off
Use values between times with From and until	only values from this time window, in local time. until 00:00:00 stands for midnight at the end of the day; if From is after until, the window extends past midnight.	00:00:00 until 00:00:00, the whole day

The qualification levels come from the Administration, see Qualification levels.

What the filters limit

Data	Limited by
Conversations and their sublists	channel, private or qualified, manual, agent, language, skill, period
Agents	agent selection; without Show unconfigured users also skills, languages and level limits
Skills, languages, distribution rules	the respective selection
Alarms	only Show manually closed alarms
Real-time statistics	skill, language, channel, period; the agent statistics also by agent

Some metrics of the distribution rules — how many conversations are currently waiting or how many agents are logged in — apply to the whole skill, however, regardless of the other filters; see Data for formulas.