While this is specific to the Content Search, I think it would apply for everything.
I use Content Search to look for calls with negative sentiment scores. It is very frustrating that I cannot click on the "Sentiment Score" heading and do an "A to Z" or "Z to A" filter to filter all of the negative-scored calls to the top. Then, the calls are not in order of time taken, or seemingly in any kind of order - and as the day progresses, calls that were taken later in the day show up earlier, and there's no rhyme or reason as to how the calls flow on the pages. This is very frustrating and makes it difficult to ensure that I've reviewed all negative-sentiment calls.
Is there a way to make the column headers filterable? I don't want to run a report out because the point is to click on the call and review it. It just seems like there should be a way to arrange the columns in the order that the user wants (i.e. click on Users to group together all calls from a User, click Date to put the calls in order taken, click Queue to group calls taken for the same queue, click Sentiment Score to have the calls listed in order of Sentiment Score, etc.).
#ArchitectureandDesign#QualityManagement#Reporting/Analytics#SystemAdministration#Unsure/Other------------------------------
Amber Krueger
Ultimus Fund Solutions, LLC
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