Skill Parameters: Filter Page

Required security profile permissions: Skills Edit

Filter Options

Active
Activates the filter when selected.
Exclude Priority Records
Indicates that the filter does not apply to records with a prioritySkill-based designation of the importance of contacts that determines delivery order. flag.
Exclude Callback Records
Indicates that the filter does not apply to records marked for callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue..
Apply Options
Determines how to handle the current dialing queue when you apply the filter to the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge.
  • None — Applying the filter does not immediately affect the dialing queue.
  • Stop skill until filter is applied — Applying the filter causes the skill to stop and outbound calls to cease until PC finishes applying the filter and regenerating the dialing queue.
  • Do not feed queue until filter is applied — Applying the filter causes PC to stop adding numbers to the dialing queue until it applies the filter. After that, all numbers added to the dialing queue have gone through the filter.
  • Flush queue immediately — Applying the filter causes the queue to empty and start fresh.

Filter Conditions

Column

Selects the calling list field by which to filter the list. This can be a system field or a custom field, which is a pre-identified fields from the calling list. The following table links to descriptions of all system fields, the data type of each field, which you can use to determine which operands are available for it, and the default value that PC injects when the record does not have a value for the column.

System Field Data Type Default Value
Address String Blank string
Agent String Blank string
Call Request Date/Time Date Null
Call Request Stale Minutes Decimal 0
Caller ID String Blank string
City String Blank string
Compliance Required Boolean False
Confirmation Required Boolean False
Customer Field 1 Decimal 0.00
Customer Field 2 Decimal 0.00
Expiration Date Date Null
External ID String Blank string
First Name String Blank string
Last Name String Blank string
Notes String Blank string
OverrideFinalizationStatuses Integer 0
Phone Number String Blank string
Priority Boolean False
Score Integer 0
State String Blank string
Time Zone String Blank string
Zip String Blank string

Operator

Dictates how the calling list field relates to the value. You can choose one of the following:

  • Equal — Adds records to the dialing queue if the value of Column is the same as the Value.

    For example, if Column is Last Name and Value is Johns, the filter accepts Johns and excludes Johnson.

    Available for field types: String, Boolean, Decimal, Date, Integer

  • Not Equal — Adds records to the dialing queue if the value of Column is not the same as the Value.

    For example, if Column is Last Name and Value is Johns, the filter accepts Johnson and excludes Johns.

    Available for field types: String, Boolean, Decimal, Date, Integer

  • Greater than — Adds records to the dialing queue if the value of Column has a greater numeric value than the Value.

    For example, if Column is Priority and Value is 5, the filter accepts records with a prioritySkill-based designation of the importance of contacts that determines delivery order. of 6 and excludes records with a priority of 5.

    Available for field types: String, Decimal, Date, Integer

  • Greater than or Equal — Adds records to the dialing queue if the value of Column has the same or greater numeric value as the Value.

    For example, if Column is Priority and Value is 5, the filter accepts records with a prioritySkill-based designation of the importance of contacts that determines delivery order. of 5 and excludes records with a priority of 4.

    Available for the following field types: String, Decimal, Date, Integer

  • Less than — Adds records to the dialing queue if the value of Column has a lower numeric value as the Value.

    For example, if Column is Priority and Value is 5, the filter accepts records with a prioritySkill-based designation of the importance of contacts that determines delivery order. of 4 and excludes records with a priority of 5.

    Available for field types: String, Decimal, Date, Integer

  • Less than or Equal — Adds records to the dialing queue if the value of Column has the same or lower numeric value as the Value.

    For example, if Column is Priority and Value is 5, the filter accepts records with a priority of 5 and excludes records with a priority of 6.

    Available for field types: String, Decimal, Date, Integer

  • Like — Adds records to the dialing queue if the value of Column is similar to the value of Value.

    Available for field types: String

  • Contains — Adds records to the dialing queue if the value of Column contains the value of Value.

    For example, if Column is Last Name and Value is mit, the filter accepts Smith and excludes Johnson.

    Available for field types: String

  • Starts with — Adds records to the dialing queue if the value of Column begins with the value of Value.

    For example, if Column is Last Name and Value is Johns, the filter accepts Johns and Johnson and excludes Smith.

    Available for field types: String

  • Ends with — Adds records to the dialing queue if the value of Column ends with the value of Value. For example, if Column is Last Name and Value is n, the filter accepts Johnson and excludes Smith.

    For example, if Column is Last Name and Value is son, the filter accepts Johnson and excludes Smith.

    Available for field types: String

  • Not Like — Adds records to the dialing queue if the value of Column is not similar to the value of Value.

    Available for field types: String

  • Not Contains — Adds records to the dialing queue if the value of Column does not contain the value of Value.

    For example, if Column is Last Name and Value is o, the filter would exclude Johnson and accept Smith.

    Available for field types: String

  • Not Starts with — Adds records to the dialing queue if the value of Column does not begin with the value of Value.

    For example, if Column is Last Name and Value is Johns, the filter accepts Smith and excludes Johnson.

    Available for field types: String

  • Not Ends with — Adds records to the dialing queue if the value of Column does not end with the value of Value.

    For example, if Column is Last Name and Value is mit, the filter accepts Johnson and excludes Smith.

    Available for field types: String

  • In — Adds records to the dialing queue if the value of Column matches any of the values of Value. Unlike the other operators, In supports an "or" logic between statements.

    For example, if you set Column to State, Operator to In, and Value to 'UT','NY','CA', then the filter would accept only records where the contact's state is Utah OR New York OR California.

    Available for field types: String, Integer

  • Not in — Adds records to the dialing queue if the value of Column does not match any of the values of Value. Unlike the other operators, Not In supports an "or" logic between statements.

    For example, if you set Column to State, Operator to Not In, and Value to 'HI','AK', then the filter would accept all records where the contact's state is not Hawaii OR Alaska.

    Available for field types: String, Integer

The operands become available in the drop-down based on the type of field you select in Column. The following matrix shows you what operands to expect based on your selection:

Operand

Data Type

 

String

Boolean

Decimal

Date

Integer

Equal

X

X

X

X

X

Not Equal

X

X

X

X

X

Greater than

X

 

X

X

X

Greater than or Equal

X

 

X

X

X

Less than

X

 

X

X

X

Less than or Equal

X

 

X

X

X

Like

X

 

 

 

 

Contains

X

 

 

 

 

Starts with

X

 

 

 

 

Ends with

X

 

 

 

 

Not Like

X

 

 

 

 

Not Contains

X

 

 

 

 

Not Start with

X

 

 

 

 

Not Ends with

X

 

 

 

 

In

X

 

 

 

X

Not in

X

 

 

 

X
Value
The value against which the filter compares the selected Column.

Filter Results

Displays the number of records that remain in the calling list after you applied the filters specified in the Filter Conditions section.

Date
The date the last action applied to the calling list.
Action
The action last applied to the calling list. It indicates whether you used the Active checkbox to Deactivate the filter or make it Active.
Result
Indicates whether the application of the change has Completed or not.
Agent Name
The name of the user who applied the filter.
Total Records
The total number of records to which the filter applied.
Filtered Records
The total number of records the filter removed from the calling list.

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