Search and Filters
Search lets you move from “I think something is happening” to “Here are the exact conversations”.
Depending on your deployment, search may be available as: - a dedicated Search page, or - filters on the conversation list, or - filters applied after a dashboard drilldown.
Common search patterns
Find dissatisfied conversations (CSAT < 3)
Example query:
- CSAT less than 3
Then optionally add:
- channel = call,
- queue = Support,
- topic = Billing.
Find conversations about a specific issue
Example query: - Topic contains “Cancellation” - Sentiment = Negative
Find sales risk conversations
Example query: - Competitor mentioned = Yes - Lead stage = Negotiation - Sales lost reason is present
Find QA failures (Auto QA)
Example query: - QA score < 80 - Question “Verification” = Failed (if question-level filters exist)
How to build a search (generic steps)
- Open the search/filter builder.
- Set a time range.
- Add one insight filter (CSAT, topic, sentiment, etc.).
- Add routing filters (agent/team/queue) if needed.
- Review the results list.
- Open several results to validate your pattern.
Tip: When you’re searching for trends, open a few conversations and read the explanations to ensure the filter is capturing what you intended.
Search interface
Access search filters from the conversation list. You can filter by:
- Date range
- Insight values (CSAT, sentiment, topics, etc.)
- Call metadata (direction, duration, agent, queue)
Figure: Conversation list with search filters applied.
Filters can be combined to narrow down results. For numeric fields like CSAT, you can use operators like "less than", "greater than", or "between" to find conversations in specific ranges.