1. Access the Dispatch solution.
2. Select the List Queries option from the Queries section.
3. In the Dispatch Queries section, click Create and select Calls from the drop-down list that appears (see figure below).
The system displays the Filters step in the wizard for creating the query, where the filters to be used can be selected, which will reduce the number of query results (see figure below). Attributes created for calls in the Administration module will be listed here as filter options, with the exception of Attachment, Georeference, Image, Relationship (multi-select), and Outline attributes.
4. Select the filters you want to use by clicking one of the filter options displayed on the left (see figure below). Only objects that match the criteria set in the filters selected will be displayed in the query results. For example, if you filter a query by a certain category, only the calls with the category selected will be included in the results.
5. Select the criteria to be added to the filter (see figures below for examples). The options will vary according to the type of filter selected.
Note: When a filter option is set, a funnel icon
(
) is displayed next to its name (see
figure below).
6. To remove criteria added to the filter, mark the checkboxes next to each you want to remove and click Remove from Filter or unmark the filter checkboxes, depending on the filter selected.
7. After selecting the filters, click Proceed to continue creating the query. If you want to generate the query, click Generate Query. If you want to cancel query creation, click Cancel. To return to the previous step at any point during this wizard, click Back.
When Proceed is clicked, the system displays the Columns step in the wizard for creating the query, where the columns to be displayed in the query results can be selected (see figure below). Attributes created for calls in the Administration module will be available for selection, except for Attachment, Georeference, Image, Relationship (multiple selection), and Outline attributes.
8. Select the columns you want to include in the query results by marking the checkboxes next to each option. By default, the system will show some pre-selected options that can be removed.
Note: The Call Center column indicates the name of the call center to which a call was transferred. This means that if the call was not transferred, the field will be blank.
9. Click Proceed to continue generating the query. To generate the query, click Generate Query. If you want to cancel query creation, click Cancel. To return to the previous step, click Back.
When Proceed is clicked, the system displays the Audience step in the wizard for creating the query, where the people or groups of people who will be able to view the query results in the Queries section of the Home module can be selected.
10. Click Add Audience and select People or Groups of People to add them (see figure below).
11. If, for example, you selected People, select the people to be added and click Add (see figure below).
12. To remove people from the audience, mark the checkboxes next to their names and click Remove Audience.
13. Click Proceed or Generate Query to run the query. If you want to cancel query creation, click Cancel. To return to the previous step, click Back.
When Proceed or Generate Query is clicked, the system displays the query results (see figure below).
14. Click Save to save the query data. If you do not want to save the query, click Cancel. To return to the previous step, click Back.
Note: The results of the query will always be displayed according to the column and filter options configured the last time the query was saved.
When Save is clicked, the system displays a window where a name and a description for the query can be entered (see figure below).
15. In the Name field, enter a name to identify the purpose and reach of the query. This field is required and accepts a maximum of 50 characters.
16. In the Description field, enter the main characteristics of the query. This field accepts a maximum of 1,000 characters.
17. When finished, click Save Query. If you want to quit the operation, click Cancel.
The system displays a success message.