Contextual filters enable organizations to limit report visibility based on the attributes assigned to the currently logged-in user. This approach ensures that stakeholders such as supervisors, auditors, or third-party quality managers can access only the information that pertains to their responsibilities. Contextual filtering is especially valuable in setups where reviews, audits, and case management are shared across multiple BPOs or external partners.

When contextual filters are applied, reports automatically return only those cases, calls, or audits that match the user’s profile as defined in custom fields (CFs). This delivers secure, role-appropriate insights without requiring users to apply manual filters each time they run a report. For further details on Contextual Filter, see User Property Based Filtering.

Example:

In many operational models, organizations rely on external Quality Managers or Supervisors rather than employing them internally. To support this distributed ownership, both cases and user accounts are enriched with identifying metadata—commonly captured through custom fields such as a BPO Tag—applied at the case level as well as the user profile level. Consider a system that includes 10 total cases, categorized using a custom field named BPO Tag:

• 5 cases are assigned to BPO A

• 2 cases are assigned to both BPO A and BPO B

• 3 cases are assigned to BPO B

When a user’s profile indicates affiliation with BPO A through a user-level custom field, contextual filtering automatically limits reporting visibility to:

• The 5 cases tagged only with BPO A

• The 2 cases tagged with both BPO A and BPO B

Cases associated exclusively with BPO B, as well as cases without any BPO tag, are excluded from the results. This ensures that supervisors, evaluators, and auditors see only the cases that belong to their assigned BPO, keeping reporting focused, secure, and aligned with organizational boundaries without requiring manual filtering.

User‑Property Based Contextual Filtering

User‑Property Based Contextual Filtering enhances standard contextual filtering by allowing reports to dynamically adjust visibility based on user‑level custom fields (CFs). Instead of relying only on case or record attributes, this capability uses values defined in the logged‑in user’s profile to determine which data is displayed, providing more precise and role‑aligned access to reporting insights.

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Enabling Filtering on User‑Level Dimensions

1. Identify a reporting dimension that is derived from a user‑level custom field (CF) (For example, attributes associated with an Evaluated Agent or an Auditor).

2. In the report, select the dimension mapped to the relevant user‑level CF—for example: \<User CF A\> (Evaluated Agent).

3. Enable User‑Property Based Filtering for the selected dimension.

4. The system reads the value of <User CF A> from your user profile.

5. Reports restrict results to records where the Evaluated Agent’s \<User CF A\> matches your \<User CF A\>.

Steps: Example Configuration

1. Set your Region (User CF A) to North Europe in your user profile.

2. In the report, select the dimension: Region (Evaluated Agent).

3. Enable User‑Property Based Filtering for that dimension.

4. View the report: it will only display records where the Evaluated Agent’s Region = North Europe (non‑matching records are excluded).

Supported Reports

User‑Property Based Contextual Filtering is available in the following reports:

• Social Analytics data source

  • Audit Checklist Response Report

  • Audit Calibration Report

  • Inbound Case Report

  • Voice Report

• Service Analytics data source

  • Evaluation Report

  • Case Level Quality Report

  • Calibration Report

  • Call Level Quality Report

  • Omnichannel Case Summary Report

  • Voice Report (Customer)

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