Searching in Active Insights: Quickly Find the Data You Need

Every call your contact center takes generates a sizeable amount of data. You have details about when the call started and ended, the caller’s phone number, how quickly the call was answered, the operator that handled the call, details about the message, if it was dispatched, and more. While having all this data is important, locating a specific interaction from three days, three weeks, or even three months ago can be challenging.

To make it easier to find a particular call, the comprehensive Active Insights reporting and analytics package includes a wide variety of search parameters that help you track down the requested call with just a few keystrokes. You can search for Active Insights data in the Client Usage table, Dashboard, Call Logs, and Messages.

Applying filters immediately narrows the number of matching calls. If you’re looking for a message taken for a particular client, you can search by the client number, agent name, keywords in the message, or other information the client can provide to help you identify the call. You can also add multiple filters, such as the words flooded basement for client number 2561 from phone number 711-555-5922, and you’ll see only calls that match all three filters.

For faster access, you can save searches with filters that you use frequently, and you can also set defaults for searches. Click here to see a video about setting up default Active Insights searches on Amtelco’s TechHelper online customer support tool. Click here to see how to add search filters in Active Insights.

Streamlining the search process is just one of many innovative tools available in Active Insights, designed to help you effectively manage your call center and enhance your team’s ability to provide accurate and responsive service to help your clients.