Kundo

Using filters in the dashboard

Updated

Filters can be used to streamline the work in Kundo and to get an overview of cases that come into Kundo. Filters can be used temporarily, but if you want to use the same filter repeatedly, you can save them.

The Filter button is located at the top right in the Dashboard. When you click on the button, you will see various filtering options that you can read about in this guide.

The filters are personal - each editor needs to create the filters needed. This means that there different people can create the filters that suit them. All filters can be removed when they are no longer needed.

The filtering takes place in the view you are in. If you for example apply a filter in the view filter Unanswered, the filtering is only done on unanswered conversations and if the filtering is done in Latest activity Kundo filters among all your conversations.

It is possible to vary and combine filters in many different ways, so feel free to try around. The filters are there to make your daily work in Kundo as smooth as possible.

Here is a description of all the different filters that are available.


All different filters

Answered

Displays either all answered or all unanswered conversations.

Answered - Yes: Displays answered conversations, ie the conversations where an editor was the last to write in the conversation.

Answered- No: Shows unanswered conversations, ie where a customer / questioner was the last to write in the thread. Both brand new unanswered conversations and ongoing unanswered conversations are displayed here.

Archived

Note! Only for Kundo Forum.

Displays all conversations that are archived or not archived. An archived conversation in the forum is not public and searchable for visitors. Those who can find it are editors who are logged in and the questioner who asked the question / participated in the conversation. Some customers use this filter to do regular cleaning work in the forum.

Archived - Yes: Displays all archived conversations.

Archived - No: Displays all public conversations in your forum

Assigned to

Displays all conversations assigned to a specific editor. It is a great filter, especially to ensure that conversations do not fall through the cracks if a colleague is not present.

Assigned to - [Name]: Displays all conversations assigned to the editor with that name.

Assigned to - Unassigned: Displays all unassigned conversations.

Category

Note! Only for Kundo Forum.

Displays all conversations in a particular category in the forum. Useful to easily get an overview of all posts in a category.

With activity

Displays all conversations that have had some type of activity (for example, received or received responses from end users or editors) within the selected time period. The fact that a post has had page views does not count as an activity.

Example

Has had activity - for the past six months: Displays  all conversations that have been received and/or received a new response in the last 6 months.

No activity

Displays all the conversations in which nothing happened during the selected period. Many customers use this filter in the forum to clear posts where no new answers have been received in a long time. The fact that a post has had page views does not count as an activity. Therefore, check page views before deleting a post based on a long absence of activity. A post can work well and provide answers to many without getting new comments.

Example

No activity - Last year: Displays all conversations that have not had any activity in the past year, ie, conversations older than one year where no new response has been received in the last 12 months.

Editor

Note! Only for Kundo Forum.

Displays all conversations started either by an editor or by a questioner/customer. This filtering is very good if you e.g. want to get all forum posts you have written, or to clean up among all conversations where a customer has emailed a matter to you.

Editor - Yes: filters out all conversations started by a logged in editor.

Editor - No: filters out all conversations started and submitted by a questioner / customer.

Tone of voice

Displays all conversations that have been classified with a certain tone by the Customer barometer.

Example

Tone of voice - Negative: View all conversations that the Customer barometer has classified as negative.

Spam

Note! Only for Kundo Mail.

Kundo marks conversations that it thinks are Spam with (spam) after the title of the email conversation. This filter helps you to filter out or delete all these emails. This filter can be used to build your own trash can in Kundo! You then also need to use an automatic rule to mark the spam as "does not require a response" instead of deleting them.

Spam - Marked as spam: Displays all conversations that Kundo thinks are spam

Spam - Marked as not spam: Displays all conversations that are not marked as spam.

Tags

Displays all conversations tagged with a specific tag. It is useful, for example, to easily find a certain type of case. You can also combine the filtering to show all conversations that have two or more specific tags.

Example

Tags - [Suggestion]: Displays all conversations with the tag Suggestion.

Tags - [Suggestion] [Center]: Displays all conversations that have both tags.

Tags - Missing tag: Displays all conversations that have not been tagged at all.

User

Filter out all communication you had with a specific perso/ email address. This is useful, for example, if a person get in touch with you and wants you to delete all communications with reference to GDPR. You can also enter an editor's e-mail address to get all the conversations the editor has started or responded to.

User - person@foretag.com: Displays all conversations where the email address was used.