How to use the filters feature

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This feature will save you time and improve the quality of your support. You can filter in several ways, allowing you to quickly and efficiently analyze how your team's work is being done.

Filters are available for different sessions and can be used for:

How to apply filters in the Contact Center session

Step 1: Click on "Contact Center" -> "All" -> "Apply filters"

Step 2: Analyzes of each filter in the Contact Center session:

  • Chat status: in this option you can filter chats according to status, which can be open, closed or both.
  • Category: you can filter by conversations (chats) or calls (if you have a connected number). In this step, you can filter for incoming, outgoing, missed, and blocked chats. The same applies to calls.
  • Date: you can filter according to the period you want to analyze.
  • Channel: you can filter by one or more channels, that is, if you want to analyze the calls only on the Facebook channel, you can select it. The same applies to other channels, as long as they are connected to your account.
  • Agent: by filtering by operator it is possible to check exclusively about each member of your team.
  • Bot: if you have a bot that is integrated into your account and delegated to a channel, you can use this feature to check the chats that passed through the bot.
  • Rating: you can filter by positive or negative ratings, with or without comments or chats that have not received ratings.
  • Chat topic: this feature allows you to filter by topics that have been created and added to chats. If you don't know about this feature, just check our tutorial by clicking here

Note: if you want to reset the filters, click on the last option "Reset"

How to apply the filters in the CRM session

Step 1: Click on "CRM" -> "Clients" -> "Apply filters" section

Step 2: Analysis of each filter in the CRM session:

  • Conversation date: you can filter according to the period you want to analyze.
  • Channel: you can filter by one or more channels, that is, if you want to analyze the calls only on the Facebook channel, you can select it. The same applies to other channels, as long as they are connected to your account.
  • Client Owner: in this filter, when filtering by an operator, the customers who are delegated to them will appear. To find out how to make an operator responsible, just check our tutorial by clicking here
  • Tasks: You can filter for appointments with overdue tasks, completed tasks or those with no tasks.
  • Client Category: you can filter according to the categories that have been created and added to customer service. To understand more about these categories, click here
  • Tags: in this step, you can filter by tags that were added to customer calls.

How to filter calls from the last 24 hours

In the same session, go to "Date" -> "Custom period"

Then select the previous day's date (5 for example) and the current day's (6 for example) -> Click "Apply"

Ready! Now you can drill down into your customer service and reach new heights using JivoChat.

We wish you a very productive working day!

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