Contact Filtering

Learn how to filter calls and analytics by specific contacts to focus on individual caller interactions.

Overview

The contact filtering feature allows you to:

• View calls from specific contacts
• Analyze performance data for individual callers
• Track conversation patterns with particular contacts
• Generate reports focused on specific contacts

Where to Use Contact Filtering

1. Call Analytics Page

On the analytics page, you can filter all statistics by contact:

1. Navigate to the Analytics section in your dashboard
2. Find the "Search by contact" dropdown
3. Select the contact you want to analyze
4. View filtered statistics including:
   • Call volume from that contact
   • Average call duration
   • Satisfaction ratings
   • Calling reasons

2. Calls List Page

In the calls list, you can filter to show only calls from specific contacts:

1. Go to the Calls section
2. Use the "Search by contact" filter
3. Select the contact from the dropdown
4. See only calls from that contact in the list

How Contact Filtering Works

• Automatic Linking: When someone calls, their contact is automatically identified by phone number
• Real-time Updates: New calls are immediately linked to existing contacts
• Historical Data: Filter includes all past calls from that contact
• Multi-language: Available in both English and German interfaces

Tips for Effective Contact Filtering

• Use with Date Ranges: Combine contact filtering with date ranges for specific time periods
• Combine Filters: Use contact filtering along with assistant filtering for more precise results
• Regular Reviews: Regularly check frequent callers to identify patterns or issues

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Note: Contacts are automatically created from incoming calls, so you don't need to manually set up contacts before using this filtering feature.

If you need help with contact filtering, please contact your administrator or support team!