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Global, Dynamic and Quick Filters

Modified on Thu, 16 Nov 2023 at 11:34 AM

Purpose

Quickly find cases you need to focus on using filters. This article shows how to create three types of filters in SupportLogic. Using the three types of filters together will enable you to have laser focus on information important to you.


Summary


Leverage features such as Virtual Teams and Virtual Accounts in Global Filters to keep focus on cases your agents are working on and target customers have opened. Combining Global Filters with Dynamic Filters on each page you are working will reduce the clutter of cases not relevant to your task at hand. Before working in the Console, Backlog, or Escalations, we recommend doing the following:


  1. Create Virtual Team(s) which are lists of agents or teams of agents 
  2. Create Virtual Account(s) which are lists of customers or individual reporters your team focuses on 
  3. Learn how to use these features in combination with Dynamic Filters



Global Filters


You can create a Global Filter from anywhere in SupportLogic. You can locate them to the left of your account name in the upper right-hand corner. As the name suggests, Global Filter remain persistent throughout SupportLogic. 


As shown in the image below, to apply a Global Filter you have created:


  1. Click the Filters icon at the top of the page.
  2. Check the Global Filter and then select Apply.
  3. Changes are immediately applied to the page you are working on.
  4. Click (manage) to modify or create additional Global Filters.


Click Filter > then (manage)

Create a Global Filter

Create a Global Filter with any combination of the following:


  • Case (or Ticket) Fields 
  • Customers (or Clients) | Virtual Accounts | Virtual Groups | Individual Reporters
  • Agents (or Engineers) | Virtual Teams | Virtual Orgs 
  • Scores (both Attention and Sentiment Scores by severity)


Global Filters can be predefined and then selectively applied in combination with Dynamic Filters, or other page-level filters to focus your list of cases. The images below demonstrate creating a Global Filter using Case Status and specific Virtual Accounts. Adding agents and Virtual Teams is the same process as adding customers.


You need to apply filters you have defined before changes will be reflected in SupportLogic. This features allows you to define many Global Filters and selectively apply them based on the context you are working and/or areas you wish to focus in on.



The animations below step through creating a Global Filter using Ticket field values, Sentiment and Attention Score values, Virtual Accounts (to include groups of customers / clients) and Virtual Teams (to include groups of Agents / Engineers).



 A. Name your Global Filter (required) and determine if you want to filter on specific case field values (optional):

 B. Include both Attention and Sentiment Score groupings detected by the SupportLogic Machine Learning AI (optional):

Selecting Score categories


C. Include filters for either or both Customers (Clients) and Agents (Engineers) to further restrict the list of cases that are relevant to you (optional):





Dynamic Filters

Dynamic Filters allow you to filter based on any case data. They are specific to the page you are in within SupportLogic. Changing your Dynamic Filters in Console will not impact Backlog or Escalations. You can configure different Dynamic Filters for each page you have them available.


Create a Dynamic Filter

To create and apply a Dynamic Filter:

  1. Locate the Dynamic Filter icon (typically two vertical ellipses)
  2. In the Case Filter window, select the types of filters you wish to include and click Add dynamic filter
  3. At the top of the page you are working in, select the options for each filter type and click Apply filter

Dynamic filter icons in Console, Escalations and Case Assignments. 



Creating a dynamic filter in Console and applying it.

Filter Redundancy

There is deliberate redundancy in Dynamic Filters and Global Filters as you can also define Case Filters that are persistent within a Global Filter. Use the Global Filters for items that will rarely change: 

  • such as the team of agents that report to you, 
  • the region you are working in, 
  • or product line you are responsible for.





Leverage Dynamic Filters like switches that you can turn off and on in order to quickly apply changes to your view. Here is an example scenario:


You are a Support Manager responsible for US West based agents supporting operational servers. Your team focuses on Mac and Microsoft Windows Operating Systems only. So, you would have a Global Filter with the following criteria:
Case Fields: Operating System = Microsoft and Mac
Agents = US West Virtual Team


However, this week two new products patches were released by Microsoft and on the Escalations page, you notice that your case volume nearly doubled. So, to test a hypothesis that those patches may be causing mayhem, you create a Dynamic Filter to zero in on only Microsoft OS Versions impacted by that patch.


Add a dynamic filter to see only operating systems with a high case count.


Quick Filters

Quick Filters are nearly identical to Global Filters. The difference between the two is that a Quick Filter is applied instantly, you do not have the option to create them and selectively apply them. So, if you find that you are creating the same Quick Filter repeatedly, you might consider defining a Global Filter that you then selectively apply or not.


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