Filtering data by media type and media manager

Many metrics can be filtered by media type and media manager. Media types describe the type of interaction or the media used when the agent and customer communicated—such as a call, email, or live chat. Media managers describe the origin of an interaction, such as VBC, Salesforce, or Skype for Business. Available values for both media type and media manager depend on the features and integrations enabled in your account.

The following widget shows interactions by media type and media manager. The widget shows seven interactions using various different media—Case, LiveAgent, Phone, and so on. These interactions came from three different origins—VBC, Salesforce, and VCC.

Interactions by media type and manager

To see interactions using a subset of media types, filter the data in the widget by Media Type.

Filter by media type

For example, filtering the data to include only interactions made using a phone removes interactions using other media types.

To see interactions from a subset of origins, filter the data in the widget by Media Manager.

Filter by media manager

For example, filtering the data to include only interactions from Salesforce removes interactions from other origins.

Metrics not affected by media type or manager filters

Most metrics can be filtered by media type or manager, and only a few cannot.

Sometimes the filters will appear in the list of filters even if applying them doesn't have any effect.

The following metrics cannot be filtered by media type or manager:

  • Agents data type
    • Agent ID
    • Current Media Manager
    • Current Media Type

    • Current State Since

    • Groups

    • Interaction State

    • Physical Location

    • Skills

    • State - Presence

    • Time in Interaction State

    • Time in Presence

  • Queues data type
    • Agents Availability
    • Agents Availability (by type)
    • Interaction Plan
    • Service Name/Reporting Group