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Advanced search

Advanced search is a filter builder: combine any number of criteria — metadata, transcript text, sentiment, AI insight fields, evaluation results — to find exactly the conversations you need.

  1. On the Conversations page, open the Advanced Search tab.
  2. In the first drop-down, select a parameter (for example Call - Duration).
  3. Select a condition (for example Greater than).
  4. Enter or select a value, if the condition needs one.
  5. Click + Add filters to add more criteria. All criteria must match (AND logic).
  6. Click Search.

Click Save Search to keep the criteria for later — see Saved searches.

Search transcript text

Transcript search is part of advanced search:

  1. Select the Call - Transcript parameter.
  2. Select the Search query condition.
  3. Enter the word or phrase and click Search.

Each matching conversation shows keyword-in-context snippets under the row, so you can judge relevance before opening it.

Transcript search with snippets

A transcript search for "pet": each hit shows highlighted snippets from the transcript directly in the result list.

You can also use Call - Transcript with the Not empty / Is empty conditions to find conversations with or without a transcript.

Parameter groups

The parameter list is long. The most commonly used families:

  • Conversation metadata — date/time, duration, direction, caller/called party number and name, user, group, tags, client, confidential and do-not-delete flags.
  • AI analytics — Call - Summary (full-text), Call - Transcript (full-text), sentiment scores and labels (overall, agent, customer — see Sentiment), Call - Topic / Call - Topic Match, and one Call - <field name> parameter for every custom field, including AI-filled insight fields such as CSAT or Call Reason.
  • Evaluations — Call - Evaluation Report - Form / Score / Status / Pass Status and Call - Evaluation Reports Count, for finding conversations by their QA results.
  • Notes — note text, author, dates, pinned and resolved status.
  • Grouped segments — Call - Interaction ID, Call - Interaction Segment Number, and Call - Interaction Total Segments, for conversations grouped by transfer.
  • Redaction — whether a conversation was redacted and by which rule.

Conditions

Conditions depend on the parameter type. Text parameters offer Contains, Starts with, Equal to, and pattern matching; numeric parameters offer comparisons such as Greater than and Between; list parameters offer Is, One of, and their negations; most parameters support Is set (available) / Not set (not available) or Is empty / Not empty checks.