V-Spark Online Help

Filtering Agent Data

The View section at the bottom of the Agent Scorecard screen (discussed in Examining Agent Performance) enables you to filter the information about all of the Agents within a selected or default time period. These filters enable you to drill down into multiple levels within characteristics such as Communication Skills, Compliance, Effectiveness, and so on.

To display the Filtering Agent Data Files screen like the following, select Files from the View drop-down menu.

vspark-application-files-view.png

1

Search your calls using text, filters, and bookmarked searches just like in the Dashboard Files View

2

Filter calls using individual or combined application categories