Data filters

Important: Skill, queue and queue-blocker filters are only available for NICE and Genesys PureCloud connectors.

The Data filters section is a form-based interface to guide you as you create custom filters based on fields and basic logic behavior, and also set up filters to import files that belong to specific call queues or are associated with certain agent skills.

Screen capture of the data filters tab showing queue, queue-blocker, skill and custom filter options

Users can select which call queues are going to be imported into Medallia Experience Cloud to be transcribed and they can also select which call queues should not be brought into Experience Cloud.

Note: When combining Skill and Queue filters, consider that they work in tandem. For example: if you select Q1, Q2, Q3 for queues, and S1, S2, S3 for skills, only records which have a queue among Q1, Q2, and Q3, and a skill among S1, S2, and S3, will be kept; a record that has Q3 queue but S4 skill won't be kept.

Custom filters are separate filters: records that do not match the custom filter will be dropped.

Adding a custom filter

To add a custom filter, click Start from a formula or hardcode value in the Filter column and the Custom. This opens the Custom formula editor. Use the editor to create your filter.

Adding a queue filter

To add a queue filter, complete the following steps:

  1. From the Filter column and the Queue type, click Selections. This opens the library of available queues.

  2. In the Available queues box, select the call queues you want to bring into Experience Cloud and move them to the Included queues box.

  3. Click Set filter.

    Screen capture showing queue filters to bring calls, emails, and chats in Spanish.

Adding a queue-blocker filter

You can configure subtractive filters in Medallia Experience Cloud to select call queues that will not be brought into the system for processing. When there are queue filters and queue-blocker filters for a connector, Experience Cloud combines them to determine the final set of call queues to import: the queue-blocker filter will override anything that has been set in the queue filter.

To add a queue blocker filter, complete the following steps:

  1. From the Filter column and the Queue Blocker type, click Selections. This opens the library of available queues.

  2. In the Available queues box, select the call queues you do not want to bring into Experience Cloud and move them to the Blocked queues box.

  3. Click Set filter.

    Screen capture showing blocker filters to block calls with payout information from being brought into Medallia.

Adding a skill filter

To add a queue filter, complete the following steps:

  1. From the Filter column and the Skill type, click Selections. This opens the library of available skills.

  2. In the Available skills box, select the agent skills of the calls, emails and chats you want to bring into Experience Cloud and move them to the Included skills box.

  3. Click Set filter.

    Screen capture showing skill filters to bring calls, emails, and chats associated to then selected skills and signals not assigned to any skill.