Filter criteria are the parameters that shape a report's values. Most values are shaped with a Calculation criteria, which sets whether a value shows a total, maximum, minimum, or average, plus additional criteria that narrow which calls, events, or features that value is calculated from. A small number of values — such as the service-level values available on Time-Based reports — are instead built from an editable formula. Available criteria vary by row type and column value.
📘Several filters offer a choice between Any and All when multiple items are selected. Any includes calls matching at least one of the selected items; All only includes calls matching every selected item.
📘Duration-based filters accept ranges using bracket notation, which can also be mixed to form a half-open interval:
[..] is inclusive at both ends — [0, 5] includes 0, 1, 2, 3, 4, and 5(..) is exclusive at both ends — (0, 5) includes only 1, 2, 3, and 4[..) is inclusive at the start but exclusive at the end — [0, 5) includes 0, 1, 2, 3, and 4(..] is exclusive at the start but inclusive at the end — (0, 5] includes 1, 2, 3, 4, and 5
| Criteria | Description |
|---|
| Calculation | Sets a value to show the total, maximum, minimum, or average of the specified value |
| Time Intervals | Overrides a value's time frame independently of the report's overall time frame, useful for comparing a current value against the same value from a prior week, month, or year |
| Criteria | Description |
|---|
| Call Direction | Filters by how a call originated: Inbound (from outside the phone system) or Internal (extension to extension) |
| Call Direction Does Not Equal | Excludes calls with the specified call direction(s) |
| Call Duration | Includes calls whose total duration matches a specified value or range |
| Caller ID | Includes calls with the specified caller ID |
| Calling Party Number | Includes calls with the specified calling party phone number |
| Dialed Party Number | Includes inbound calls with the specified dialed number (DNIS); does not apply to internal calls |
| Is Call Abandoned | Includes or excludes calls whose final event was not Talking or Voicemail |
| Is Call Answered | Includes or excludes calls that contain at least one Talking event |
| System ID | Includes calls from the specified phone system site; useful for organizations with multiple sites |
| System ID Does Not Equal | Excludes calls from the specified phone system site |
| Speed of Answer | Includes calls whose ringing duration before the first Talking event matches a specified value or range; appears only in Agent and Group reports |
| Time to Answer | Includes calls whose total time to answer — ringing, queue, and auto attendant time combined — matches a specified value or range |
| Criteria | Description |
|---|
| Call Includes Calling Party | Includes calls with the specified calling party |
| Call Does Not Include Calling Party | Excludes calls with the specified calling party |
| Call Includes External Party | Includes calls involving the specified external (outside the phone system) party |
| Call Does Not Include External Party | Excludes calls involving the specified external party |
| Call Includes Local Party | Includes calls involving the specified agent |
| Call Does Not Include Local Party | Excludes calls involving the specified agent |
| Call Includes Receiving Party | Includes calls with the specified receiving agent |
| Call Does Not Include Receiving Party | Excludes calls with the specified receiving agent |
Call events are the stages a call moves through as it is created, answered, transferred, or ended — for example, Queue, Ringing, and Talking.
| Criteria | Description |
|---|
| Event Type | Includes events matching the specified event type(s) |
| Event Type Does Not Equal | Excludes events matching the specified event type(s) |
| Event Duration | Includes events whose duration matches a specified value or range |
| Call Includes Event / Call Includes All Events / Call Includes Any Event | Includes calls containing the specified event(s), matching any or all depending on the option selected |
| Call Does Not Include Event / Call Does Not Include All Events | Excludes calls containing the specified event(s) |
| Event Sequence Matches | Includes calls whose events occur in the specified order, even if other events fall between them |
| Event Sequence Does Not Match | Excludes calls whose events occur in the specified order |
| Final Event | Includes calls whose last event before the call ended matches the specified event |
| Final Event Does Not Equal | Excludes calls whose last event before the call ended matches the specified event |
| Filtered Call Includes/Does Not Include All/Any Events | Applies the same any/all event logic after calls have already been filtered at the call and event level; rarely used |
Groups/Skills are collections of agents that handle similar tasks and answer the same kind of incoming calls.
| Criteria | Description |
|---|
| Group | Includes calls associated with the specified group(s) |
| Group Does Not Equal | Excludes calls associated with the specified group(s) |
| Call Includes Group | Includes calls with at least one event associated with the specified group(s) |
| Call Does Not Include Group | Excludes calls with an event associated with the specified group(s) |
| Initial Group | Includes calls whose first group interaction was with the specified group(s) |
| Initial Group Does Not Equal | Excludes calls whose first group interaction was with the specified group(s) |
| Final Group | Includes calls whose last group interaction was with the specified group(s) |
| Final Group Does Not Equal | Excludes calls whose last group interaction was with the specified group(s) |
| Group Speed of Answer | Includes calls whose ringing and queue time before the first Talking event, for the specified group(s), matches a specified value or range |
| Criteria | Description |
|---|
| Initial Agent | Includes calls whose first agent matches the specified agent(s) |
| Initial Agent Does Not Equal | Excludes calls whose first agent matches the specified agent(s) |
| Logged In | Totals the time an agent spent logged in (true) or logged out (false) of a group/skill; appears only in the Group Login Duration column of Agent, None, and Time reports |
| Criteria | Description |
|---|
| Account Codes Contain | Includes calls tagged with any of the selected account codes |
| Account Codes Contain All | Includes calls tagged with every selected account code |
| Account Codes Do Not Contain | Excludes calls tagged with any of the selected account codes |
| Call Includes Tag | Includes calls with an event tagged with the specified tag |
| Call Does Not Include Tag | Excludes calls with an event tagged with the specified tag |
| Tag | Includes events associated with the specified tag |
| Role | Includes calls with events associated with the specified role |
A feature is an agent's status, such as Extension Login, Do Not Disturb, Idle, or a forwarding option.
| Criteria | Description |
|---|
| Feature Duration | Totals the duration of a specified feature, filtered by a value or range |
| Feature Enabled | Includes time when the specified feature was active (true) or inactive (false) |
| Feature Type | Includes agent states matching the specified feature type |
| Value 1 | Includes agent states where a feature's stored extra detail — such as a Group Login's group name — matches the specified value |
| Value 2 | Reserved for a second stored detail value; not currently used by any feature |
| Criteria | Description |
|---|
| Show Percent Not Abandoned | Switches a percentage value from showing the percent abandoned to the percent not abandoned |
