The Advanced Filters SAC 360's advanced filters offer a deep and refined view of service interactions.
With them, it is possible to access specific groups of conversations, identify unanswered interactions, view conversations without a department and even ignore restrictions — a feature exclusive to administrators.
These filters are ideal for audits, performance management and operational control.
⚙️ How to access the advanced filters
Access the menu General > 360 Helpdesk, or type "360 Helpdesk" in the field "Find services".
In the left sidebar, go to the Filters.
Click Advanced.
Choose from the available options.
🧠 Advanced Filters Options
🔹 All cases
Shows all conversations, regardless of assignees, department, status or platform.
Ideal for administrators, supervisors and audits.
🔹 No department
Shows only the interactions that are not linked to any department.
📝 Remember:
Interactions created manually by the agent are automatically without a department.
You can link a department manually or via automation.
🔹 Unanswered
Displays all interactions that still have not received any response from the team.
Useful for identifying workflow failures or pending requests.
🔹 Ignore restrictions(Administrators only)
This option allows viewing all interactions, including those from departments or agents to which the user normally would not have access.
🔐 Only users with the Administrator profile can use this feature.
📌 When to use the advanced filters?
For audits and internal reviews.
To monitor all active company interactions.
To find pending or forgotten interactions.
To identify operational bottlenecks (e.g., many interactions without a department).
For supervising multiple teams.
💡 Tip
You can combine the Advanced Filters with other filters, such as period, responsible, platform or status, creating highly complete and strategic analyses.
