Click on the "Intelligence" icon in the header of the browser window.
How information is displayed in Intelligence?
Information in Intelligence is displayed in several ways:
a. Linear graph of calls - displays the duration and number of calls.
b. Radial graph - displays the types of calls.
c. Calls table - displays full information about calls.
How do I get different types of Intelligence?
To access intelligence on user calls, go to the "Users" tab
To access intelligence on calls in a group, go to the "Groups" tab and select the desired group in the table (only administrators or supervisors in the group can view such intelligence).
To access intelligence on calls in the queue, go to the "Queues" tab and select the desired queue in the table (only administrators or supervisors in the same group as queue members can view such intelligence).
To view all calls in the system, go to the "Calls" tab.
How to set a time frame for intelligence?
1. Go to "intelligence".
2. Select the date and time in the "From" field.
3. Select the date and time in the "To" field.
4. Click "Submit" button.
You can also use ready-made time intervals, such as "Today", "Last week", etc. Just click one you need.
How do I use filters in my intelligence?
You can apply filters to the following columns: Direction, Transferred, Disposition, From, To.
You can also sort the following columns: Date, Duration, Wait Time and Cost. To sort the columns, click on the column name.
To apply the filter, follow these steps:
1. Go to "intelligence"
2. Click filter icon in the desired column.
3. Select the desired value from the "Show items with value that:" drop-down list.
4. Enter the desired value in the input field below.
5. Click "Filter" button.