Create Filters to quickly access what you need to find. For example, an agent may want to see all missed calls

Types of Inbox Filters

  • Personal Filters

    • Agents (and Admins) can define Personal Filters for themselves which may apply in

      • Filter in Calls

      • Filter in Messages

      • Filter in Voicemails

      • Filter in Recordings

  • Company Filters

    • Admins define Company-wide Filters for all Agents in Aloware Admin (coming soon)

How to Create a Filter

You can find the Filter function in different tabs in Inbox menu and channels.

Filter in Inbox

  • You can use the filter in every Inbox Status

  • In the Inbox tab, click on the Filter field and enter the contact information you want to find

  • Aloware will automatically list down all the contacts with the property you have entered

Personal Filter in Inbox Channels: Calls, Messages, Voicemails, and Recordings

You can create a Quick Access Filter for different communication channels available. Take note that the more details you set on your filter, the more it will give you specific results.

The steps below applies to all the Inbox Channels in creating Filters. In this example, we will use the Calls Channel.

  • Click the Calls tab, a pop-up modal will display

  • Click Lines, and select on the Line number you want to filter

  • Select on the Ring Groups (optional) if you want to narrow down your filter data

  • Select on the Handling options

    • Direction

      This will filter the contacts based on how you received the calls: All, Inbound and Outbound

    • Answer Status

      Select on the status if calls were Live, Answered, Unanswered, Muted, Abandoned, etc.

    • Talk Time

      Select for calls depending on its duration: greater than 15 seconds, 30 seconds, 60 seconds, etc.

    • Transfer Type

      Filter on calls which are Cold Transferred, Warm Transferred, or Conference

    • Callback Status

      Filter calls which are initiated or requested

  • Select on Properties based on Tags and Call Disposition

    • Click on Tags, and select on the available Tags to filter

    • Click on Call Disposition to filter calls which are Busy, Connected, Inbound, Left Live Message, etc.

    • You can also enable these options for further filter selections:

      • Show Only First Time Communications

      • Exclude Communications Sent from Sequences

      • Show Only Untagged Communications

  • If you are done selecting on the settings, click Save

  • A pop-modal will display, and need to name your filter

    • Filter type is pre-selected to be Personal Filter, since it is you who defined the filter properties

  • Once done, click Create button

Company Filters

Admin define the filters which are considered as Company filters.

  • Click on the Inbox Channel e.g. Calls

  • Click on Filter

  • You can find Company Filters on the left side panel, under Company Filters Header

  • Click on one of the filters, e.g. Test Duplicate, press Esc, or click on empty space on your screen

  • Selected Filter is applied as shown

  • Click on "x" in the applied Filter to delete the filter selection

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