When you +Add filter you are given the option to Edit as Query DSL.

This link gives you details on how to use it, below are some great customer examples that will help you along the way..

Filter records based on a range of agent IP address subnets

Great to show out details for office and homeworkers, the * is a wild card.

{
"query": {
"bool": {
"should": [
{
"wildcard": {
"agentIPAddress.keyword": {
"value": "xxx.xxx.xxx.*",
"boost": 1.0
}
}
},
{
"wildcard": {
"agentIPAddress.keyword": {
"value": "xxx.xxx.xxx.*",
"boost": 1.0
}
}
},
{
"wildcard": {
"agentIPAddress.keyword": {
"value": "xxx.xxx.xxx.*",
"boost": 1.0
}
}
}
]
}
}
}

Multiple agents

Filter based on multiple agents.

{
"query" : {
"terms" : {
"agent.keyword": [
"youragent1@yourdomain.com",
"youragent2@yourdomain.com",
"youragent3@yourdomain.com"
],
"boost" : 1.0
}
}
}

Agent Reported issues

Use this filter in the GET THE DETAILS dashboard to show only calls where agents have reported an issue.

Just add the tags.keywords that you want to filter for.

{
"query": {
"bool": {
"filter": [
{
"bool": {
"should": [
{
"match_phrase": {
"tags.keyword": "Softphone would not work"
}
},
{
"match_phrase": {
"tags.keyword": "Call disconnected"
}
}
],
"minimum_should_match": 1
}
}
]
}
}
}

If you want to filter on all agents except some

{
"query": {
"bool": {
"must_not": {
"term": {
"agent.keyword": "youragent1@yourdomain.com"
}
}
}
}
}

If you have specific filtering requirements. just get in touch and we will work with you to create the DSL query.

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