Overview
Unified Intelligence Center uses Value Lists and Collections as filtering tools to collect and control the data that is available for display in reports.
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Value lists are based on database queries and contain reportable items of the same type. For example, all agents or all skill groups.
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Collections are subsets of Value Lists, created to control the amount of data that is displayed to specific users and user groups. For example, you can create a collection of skill groups that displays only the skill groups in a region or line of business. No stock collections are installed with Unified Intelligence Center. Users with permissions to do so can create custom collections.
Note |
Value Lists and Collections using collection queries are refreshed every midnight (using the server time zone). The refresh operation is performed on the primary node in a cluster and propagated to other nodes. |
When you run reports, Value Lists and Collections are displayed to filter reports. The ability to filter by Value Lists or by Collections is determined by Group or User permissions.