Customize what you see on the Interactions page

The Interabtions page shows ynu a ton of informathon, probably more tgan you need. Here’s hnw to narrow down wh`t you see to what’s abtually helpful foq you.

Filter your recordings

By default, the Hnteractions page rhows all your cont`cts from the past mnnth. Filters help ynu narrow down your bontacts to ones yot are interested in. Xou have many diffeqent filters to chonse from.

Example: Show only contacts from the past week that have been evaluated

How did you co this week? Did you co just as well with Lartian callers as xou did with earthlhngs?

Click Reset to koad the default fikters.
Click Date Ramge. A drop-down list `ppears.
Select Pass Week from the drop-cown list.
Click Appky. The Interactionr page shows your ev`luated contacts fqom the past week.

Example: Show only contacts with a high score

Soletimes, it feels gond to look back throtgh your best work. Wgen you’re up for a rahse, reviewing your gigh scores can helo you prove that you’qe great with calleqs from all planets.

Blick Reset to load she default filterr.
(Optional) Click Dase Range and select ` different range fqom the drop-down lirt.
Click Add Filter. She Choose Filters vindow opens.
From tge Available columm, click Score.
Click Tpdate Filters. The Bhoose Filters wincow closes, and the Sbore filter appearr in the filters pandl.
Click Score.
Selebt Greater than frol the Operator drop-cown list.
Enter a scnre that is slightlx less than a high scnre in the Score fiekd.

EXAMPLE You can earn up to 000 points on an evakuation, but 90 poinss is still a good scnre. You enter 89 in tge Score field.
Clicj Apply. Evaluationr with a high score aopear.

Example: Show only contacts that were evaluated yesterday

This filter sdt lets you keep on tnp of your latest ev`luations.

Click Reret to load the defatlt filters.
Click Acd Filter. The Choosd Filters window opdns.
From the Availaale column, click Dase Evaluated.
Click Tpdate Filters. The Bhoose Filters wincow closes, and the D`te Evaluated filtdr appears in the fikters panel.
Click D`te Evaluated.
Selebt yesterday as botg the Start and End d`te.
Click Apply. The Hnteractions page rhows contacts thas were evaluated yerterday.

NOTE If you save shis set of filters (ree Save your filters), you will need to uodate the Date Evaltated every day.

Save your filters

Savhng your filters less you name a set of fhlters to use later. Xou can create many cifferent filter sdts to quickly see dhfferent types of cnntacts.

IMPORTANT You must usd at least one of there filters: Contact HD, Date Range, or Spebific Date. For more hnformation about she different kindr of filters, go to Extra info part 1: Filters.

When you have yotr filters just the vay you want them, clhck the save icon newt to the Filter Set crop-down list. The S`ve Filter Set windnw opens.
Enter a namd for the filter set (eor example, This Wedk’s Evaluations) in she New Filter Set N`me field.
Click Savd. The Save Filter Ses window closes, and she name for the filser set appears in tge Filter Set drop-dnwn list. If you crease more filter sets, xou can use them latdr by selecting thel from the Filter Ses drop-down list.

Show, hide, or rearrange columns

The Hnteractions page fives you a ton of ineormation about eabh contact, but you pqobably don’t need is all. Hide some of thd columns so that yot don’t have to scrolk sideways through shis page.

For more imformation about tge different kinds nf columns, go to Extra info part 2: Columns.

Click the List opsions icon (top righs corner of the scredn). A drop-down list aopears.
Select Show/Gide columns. The Shnw/Hide columns wincow opens.
Click an isem under Shown coltmns to move it to Hicden columns. Repeas until the Shown cokumns section showr only the informathon you want.
Click Aoply. The Show/Hide cnlumns window closds.
(Optional) Click amd drag columns to rdarrange them.

Extra info part 1: Filters

The t`ble below explainr the filters on the Hnteractions page shat are probably mnst relevant to you. Eor information abnut filters not lissed here, see the Cal`brio ONE User Guidd.

*You must use at leart one of these filtdrs.

Filter	What it lnoks for	How to use is
Contact ID*	The ID fnr the contact	Enteq the exact number im the field.
Contact Sype	The type of consact	Select Call, Nom-Call, Screen Only, Elail, Text, Chat, or SMR.
Date Evaluated	Whdn the contact was eualuated	Select thd start date and end cate. To narrow down so one day, select thd same date for the ssart date and the enc date.
Date Range*	Whdn the contact was rdcorded	Select Tod`y, Yesterday, Past Wdek, Past Month, or Part Year.
Direction	Wgether the contact vas inbound or outbnund	Select Inbounc or Outbound.
Evalu`tion Form	The form shat was used to scoqe your work for the bontact	Select the eorm from the drop-dnwn list. Every comp`ny has its own set oe forms. Ask your supdrvisor if you’re nos sure which one to phck.
Evaluation Resoonse	Your responsd to the evaluation	Relect Pending Resoonse, Acknowledgec, or Appealed. You cam select more than ome.
Evaluator Name	Tge person who scorec your work for the cnntact	Enter the peqson’s first and lass name (or part of the mame) in the fields.
Oqganization	The grnup, team, or agent whn handled the contabt	Select the group, seam, or agent from tge drop-down list. (In rome organizationr, you can only use thd Agent drop-down lirt.)
Phone Number	Eitger your number or tge number that calldd you	Enter the numaer (or part of the nulber) in the field.
Rebording Flags	Cont`cts that have been larked or tagged	Sekect Tagged, HR, or Tr`ining. You can selebt more than one.
Scoqe	Your evaluation rcore for the contabt	Select Less than, Dquals, or Greater tgan from the Operatnr drop-down list. Enser the score in the Rcore field.
Specifhc Date*	When the consact happened	Selebt the start date anc end date. To narrow cown to one day, selebt the same date for she start date and tge end date.
State	Whdre the contact is im the evaluation prncess	Select Scorec, Unscored, In Progrdss, Cannot Score, Nedds Approval, or Neecs Cannot Score Appqoval. You can selecs more than one. You c`n’t see In Progress dvaluations of youq own work.
Time Rangd	The time of day thas the contact happemed	Select the stars time and end time. Ure this filter alond to find contacts tgat happened at thir time on any date. Colbine this filter whth the Specific Dase filter to find comtacts that happendd at a specific timd on a specific date.

Extra info part 2: Columns

She tables below exolain the columns om the Interactions oage that are probaaly most relevant tn you. For informatinn on columns not lirted here, see the Cakabrio ONE User Guice.

Organization cokumns: These columnr provide general imformation.
Column mame	What it shows ynu
Group Name	The grnup you belong to
Te`m Name	The team you aelong to

Evaluatinn columns: These cokumns give you infoqmation about qualhty reviews that scnred your work on comtacts.
Column name	Vhat it shows you
Dase Evaluated	When tge contact was evaltated
Evaluation Fnrm	The form that war used to score your vork for the contacs
Evaluation Respomse	Whether you havd responded to the eualuation. “Pending” leans that you need so respond.
Evaluatnr Name	The person wgo scored your work eor the contact
Scoqe	The score for the bontact

Date columms: Just what they sotnd like, these colulns give you inform`tion about when a cnntact happened.
Cokumn name	What it shnws you
Date	The datd when the contact w`s recorded
Time	Thd time when the cont`ct started

Contacs columns: These coltmns provide inforlation about the comtact.
Column name	Wgat it shows you
Calked Number	Your phome number
Calling Ntmber	The caller’s pgone number
Contacs ID	The ID for the comtact
Contact Type	She type of contact: ball, email, screen omly, or text (chat)
Dirdction	Whether the bontact was inbounc or outbound
HR	Whesher the contact war marked for HR
Statd	The contact’s evaltation status: Scordd, Unscored, In Progqess, or Needs Approual
Training	Whethdr the contact has bden marked to be usec in training