Overview

Shared Filters and Filter Alerts in Copilot enhance team visibility, collaboration, and efficiency by allowing admins to create and share custom call filters with groups to ensure that teams see the right calls. Additionally, individual users can customize alerts for shared filters, ensuring timely and relevant information dissemination to the right team members.

• Create and share filters for specific teams or users, enhancing visibility and oversight of organizational activities.

• Configure alerts for users with access to the shared filters

• Individuals can personalize notification settings for shared filters, tailoring how and when they receive alerts.

Set Up Permissions

In Copilot's Workspace Settings > User Management > Roles & Permissions, enable Shared Filters Creation for all roles that should be able to create shared filters and configure alerts for other users (i.e. admins).

Note: Only the creator of a shared filter has the authority to delete, modify, or hide it; no other users can make these changes.

💡 Suggested filters admins can create for different personas:

For Reps:

1. My Calls: Filters focusing on calls made by the individual rep, allowing them to review and reflect on their own performance.

2. Prospecting Calls: Filters that highlight calls related to potential new clients or leads, helping reps focus on business development.

3. Deal-Closing Calls: Filters that identify calls at the critical stage of closing deals, enabling reps to prioritize and learn from these key interactions.

4. Customer Conversations: Filters that capture ongoing discussions with existing customers to maintain relationships and identify upsell opportunities.

For Managers:

1. Team Performance: Filters that analyze metrics like call scores, talk-to-listen ratios, and other performance indicators for each team member.

2. Coaching Opportunities: Filters that identify calls where reps might have struggled or missed opportunities, are useful for targeted coaching sessions.

3. Customer Interactions: Filters that provide an overview of all team interactions with customers, offering insights into customer relationships and satisfaction.

4. Deal Stage Analysis: Filters that track calls according to different stages in the sales pipeline, helping managers to understand progress and bottlenecks.

5. Competitive Insights: While specific competitors might not be known, filters can be set up to flag mentions of competitor-related keywords or topics, offering insights into market positioning and strategy.

Others:

• High-Value Deal Calls: For reps and managers, focusing on calls related to deals above a certain value threshold.

• New Product/Service Discussions: Filters that track calls where new products or services are discussed, are useful for product teams and marketing.

• Customer Feedback and Sentiment: Filters that capture customer feedback, complaints, or overall sentiment, are important for customer success and product development teams.

Create filters, set visibility, and configure alerts

Admins create a new filter based on specific criteria relevant to the team or organization.

1. Click Create to add a new filter set. You will need to name the filter. This is the name other users will see when they select this filter.

2. Choose who can view the filter:

• Private (only the admin)
• Specific Teams/Users (selected individuals or groups)
• All Users (everyone in your organization)

3. Configure Alerts for those users who can view the filter (this step is optional).

Admins can only configure alerts for users who can view the filter. You are not required to set up any alerts for a filter. Individual users with access to the Shared Filters can also set up their own alerts.

Use Shared Filters

Users can find Shared Filters on the Team Calls page.

Customize Alerts

Users can customize their alert settings or unsubscribe from alerts for shared filters in two ways:

1. The bell icon
2. When receiving an alert email, users can click an 'unsubscribe' or 'customize' link to adjust their alert preferences or opt-out.

Shared Filter Links

Individuals can replicate filters using links shared by their colleagues. After creating a filter, simply copy its URL link to share with others, enabling them to easily access and use the same filter setup