Call Routing on Logging
If you would like to hide certain profile codes from analysts then please follow the below guide:
PLEASE NOTE* you can filter the first level profile code, you cannot filter via the 2nd, 3rd, 4th levels, and so on.
In order to filter, please follow the instructions below:
1. You can filter the code via Administration > Edit current data dictionary > Log Call Forms > click on the Call Class in question, e.g. Incident > scroll down to the Profile Code Filter field and you can add the filer in here.
2. You can also filter the resolution profile, via Administration > Edit current data dictionary > Global Parameters > Close call form > ProfileCodeFilter.
The following codes can be used to filter the profiles (these are examples):
code != 'HRDW' AND code != 'HRDW' NOTE - where 'HRDW' represents the profile code you want to filter and in this example stands for Hardware.
Once done, Save and OK, and refresh the data dictionary.