Table of Contents
Overview
As an agent, you can define your own filter to narrow down the properties that qualify your contacts and save them under the Personal Filter section. You can apply this to filter your calls, messages, voicemails, and recordings.
Different Types of Inbox Filters
There are two (2) types of Inbox filters in Aloware Talk:
Personal Filter
Agents can set their filters
Company Filter
Admins define company-wide filters for all Agents in Aloware Admin.
How to Create Personal Inbox Filters
You can use the filter in every Inbox Status
In the Inbox menu, click the Filter icon
The Inbox Filter Wizard will display to define your settings
Name - you can set your filter name in a separate pop-up display
Quick Access
Last Engagement Date - you can filter contacts based on the most recent engagement i.e., the last message sent or call made
Lines - filter your contacts based on the Line used
Ring Groups - filter your contacts based on the Ring Groups the contact is enrolled
Handling
Direction
Inbound
Outbound
Answer Status - filter contacts by answer status
Live
Answered
Unanswered
Missed
Abandoned
Voicemail
In Progress
Failed
Queued
Hold
Dead-end
Talk Time - filter talk time from 15 seconds to 5 minutes
Transfer Type
Cold
Warm
Conference
Callback Status
Initiated
Requested
Properties
Tags
Call Disposition
Enabling options to
Show Only First-time Communications
Show Only Untagged Communications
Exclude Communication Sent From Sequences
Creator Type Workflow
Attribution
Line Phone Numbers - filter based on the available line phone numbers
Communication Owners - filter based on the communication owner
For outbound communication (calls, SMS, fax, and emails)
The agent or user that sent the communication
For inbound communication
Calls - the agent that answered the call
SMS, Fax, and Email - the most recently assigned contact owner owns all the inbound communications
Sequences - filters the contacts based on the sequence they are enrolled in
Contact Owners - filters contacts based on the agent assigned
Then, click Save as New button to name your filter.
Click the Create button to save your filter.
Confirmation
You can see your newly created personal filter in the left-side panel of Inbox Filter.
Click the Apply button, and your filter settings will narrow your data.
