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Search and Filters

Search lets you move from “I think something is happening” to “Here are the exact conversations”.

Search is available in the following modules:

  • Conversation list,
  • Dashboards,
  • Reports.

Search with Filters

Figure: Conversation list with search filters applied.

Common search patterns

Find dissatisfied conversations (CSAT < 3)

Example query:

  • CSAT less than 3

Then optionally add:

  • Call Reason = [specific reason],
  • Call Direction = Inbound,
  • Agent = [specific agent].

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