Filters

You can use the filters at the top of these reports to refine the data displayed on the page. The following filters are available:

• Date Range
• Channel
• Language
• Tags
• Teams
• Groups
• Brands

Tags

The Tags report shows how your company performance is trending across various contact-center tags.

Tags are custom labels assigned by your CRM to identify or classify customer interaction events. Tags are specific to your business, so there are no default tags included in Agent Connect. There is no practical limit to the number of tags your business can have, but the Tags summary report only shows 20 rows.

To export the data in csv format, click Generate CSV.

Filter behavior

Some of the filters in this report behave differently than in other reports.

The Date Range and Language filters limit the data displayed as you might expect. Nothing outside the values set for those filters is displayed.

However, the Channel, Tags, and Teams filters behave differently. If a survey includes any tag in a record matching your search criteria for these fields, the table includes a row for that tag. For example, if you search only for records with the store tag, the table might include rows for other tags because they were found in the same records that have the store tag.

Groups

The Groups summary report shows aggregate data for groups, comparing survey scores in the selected period to the previous 31 days.

Parent groups are listed at the top level of the Groups table, and you can expand any parent group to see its sub-groups.

The QA tab shows the number of QA reviews performed for the Team Members in each team, aggregated data for review scores, the channels used in the interactions, and the number of annotations included in the reviews. For more information about QA and reviews, see Quality Assurance (QA).

To export the data in csv format, click Export.