Find and Open Conversations
This chapter explains how to find the right conversations to review - by time period, agent/team, and AI insights.
Start from the conversation list
Most day-to-day work begins in the conversation list.
Common things you can do from the list:
- change the time range,
- filter by agent/team, call atrributes and key metrics (for example Call Reason, CSAT),
- open a conversation to review details.
Filters you will use most often
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 (references in UI as "user")
- team (references in UI as "group")
- call direction
- Call Reason
AI insight filters (if enabled)
AI insights usually appear as filters (often under “Custom Fields”, “Metrics”, or “Insights”). Examples:
- CSAT < 3
- Sentiment = Negative
- Call Reason = Cancellation
- Call Outcome = Escallation
- Competitor Mentioned = Yes
Open a conversation
- From the list, click a conversation row.
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Review key metadata (participants, time, agent) inline.
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Navigate to the call details by clicking "Open in new window" or "More details" buttons.
