Overview

Business Units are used throughout the system to automatically group calls together based upon the area of the business that they are applied to. A User is associated with a specific agent or range of endpoints and any calls involved on those devices are tagged against the User. The User is then assigned to a Business Unit and any calls for the User become part of the Business Unit.

See the Users and Business Units section for more details configuring Business Units.

The filter window shows all the Business Units that the current User has permissions to access. If they do not have permission to view a Business Unit then this and any child units will not be displayed.

See the Access Filters section for more details on configuring access permissions.

To filter the recording grid, select an individual User or Business Unit, multiple items can be selected by holding the Ctrl or Shift key and clicking on each item. When they are selected the item will turn orange. After all the required items have been selected, then click on the  icon in the filter window. The recordings grid will then update to show any calls that meet this filter criteria. To clear the filter, click on the  icon in the filter window.

To help in finding specific Users the filter window provides a search... option at the top. Typing a name will then provide a list of any matches and then clicking on the User will select this within the window.