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Search and Saved Views

Search lets supervisors and analysts quickly find conversations that match AI insight criteria (e.g., “CSAT < 3”, “Churn Risk = High”, “Competitor mentioned”).

Searching by AI insight values

Once AI Tasks populate Custom Fields, those fields become available as filters in search.

Example: - Find dissatisfied conversations by CSAT: - Field: CSAT - Condition: Less than - Value: 3

Tip: Use thresholds + dashboards for discovery, then search filters for precise targeting.

Combining filters

Common combinations: - CSAT < 3 AND Topic = “Billing” - Churn Risk = High AND Escalation Reason is not empty - Competitor Mentioned = Yes AND Lead Stage = Late

Saved views allow teams to: - monitor recurring queues (low CSAT, high churn risk) - standardize coaching workflows - reduce manual filter setup

Suggested saved views

  • “Low CSAT (≤ 2) – Last 7 days”
  • “High Churn Risk – This week”
  • “Escalations – Top 3 reasons”
  • “Sales Objections – Competitor mentions”

Access search via the Calls or Conversations list. A filter panel on the left side allows you to add criteria for AI insight values, call metadata (direction, duration, agent, queue), and date ranges.

Search with Filters

Figure: Conversation list with search filters applied.

EDITOR NOTE: search UI path and saved views

We need to confirm:

  • the exact UI path and labels for advanced search
  • whether saved views are supported and how they are managed

Ask product (choose one):

1) Search path: - A) Conversations (with filter panel) - B) Search (global search) - C) Speech Analytics > Search - D) Other: __

2) Saved views supported? - A) Yes (user-level) - B) Yes (shared/team-level) - C) No

3) Can saved views be permissioned or shared? - A) Share by link - B) Share to role/team - C) Not shareable

Best-guess recommendation:

  • Support team-level saved views for supervisor workflows, and user-level for personal triage.