Exclusion Filters for Agent dashboards

You can now exclude certain inquiries from the agent performance comparison.

This is particularly useful for shorter or incomplete interactions such as “Unable to classify", "Short call” or “Voicemail”. These inquiries are irrelevant for measuring agent performance and often have a much shorter handle time - which can skew overall performance results.

What this means for you

Excluded inquiries won’t:

• appear in an agent’s top performing inquiries or inquiries to focus on
• be available for creating coaching plans

How do I set the exclusion filter?

To exclude specific inquiries, you must be an OI Admin.

Go to the 'Manage settings' section on the admin page, then select the relevant inquiries you'd like to exclude from the drop down under 'Exclude inquiries from performance pages', then click Save.