Skip to content

Find and Open Conversations

This chapter explains how to find the right conversations to review—by time period, agent/team, channel, and AI insights.

Start from the conversation list

Most day-to-day work begins in the conversation list (sometimes labeled Calls / Interactions / Recordings).

Common things you can do from the list: - change the time range, - filter by agent/team/queue/channel, - sort by time or key metrics (for example CSAT), - open a conversation to review details.

Filters you will use most often

Even if your UI supports many filters, these are typically the most useful:

Time range

Use time ranges to avoid misleading conclusions. - For coaching: last 7–14 days - For trend review: last 30–90 days - For incident review: a specific date range

Ownership and routing

Depending on your deployment, you may be able to filter by: - agent - team - queue - skill group - campaign - channel (call/chat/email/ticket)

AI insight filters (if enabled)

AI insights usually appear as filters (often under “Custom Fields”, “Metrics”, or “Insights”). Examples: - CSAT < 3 - Sentiment = Negative - Topic = Cancellation - Escalation Reason = Supervisor request - Competitor Mentioned = Yes

Tip: When filtering by insights, start with one insight + a time range, then add additional conditions.

Open a conversation

  1. From the list, click a conversation row.
  2. Review key metadata (participants, time, agent, channel).
  3. Navigate to the transcript/thread view and the Analytics/Insights view.

UI Location: In MiaRec, the conversation list is typically accessed via Calls in the main menu. Filters are applied using the left filter panel.