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NN44400-710 Contact Center Performance Management 12 November 2010 15
Filter management
You can use filters to specify the skillsets, applications, the agents that you want to see
in the real-time display grids, and the agents that you want to see in the agent map
graphical displays.
Prerequisites to filter management
• Ensure that you have access to Filters.
• Ensure that you do not log on as webadmin.
Navigation
• Creating a filter in Real-time Reporting (page 15)
• Creating a filter in Historical reporting (page 16)
• Adding skillset elements to a filter (page 16)
• Adding application elements to a filter (page 17)
• Adding agent elements to a filter (page 18)
• Removing elements from a filter (page 19)
• Deleting a filter (page 19)
• Applying filters to real-time displays (page 20)
• Applying supervisor-reporting agent combinations to real-time displays (page 20)
• Removing filters from a real-time display (page 21)
Creating a filter in Real-time Reporting
Create filters to specify the skillsets, applications, and agents that you want to see in the
real-time display grids, and the agents that you want to see in the agent map graphical
displays.
Prerequisites
• Log on to Real-Time Reporting. See Logging on to Real-Time Reporting (page 23).
• Ensure that you have access to filters.
• Ensure that you do not log on as the webadmin.
Procedure steps
Step Action
1 From the Filters menu, select Manage Filters.