Use filters in the Conversation tab
You can filter out conversation for a deeper understanding.
Filtering using the Filter Editor
To filter the conversations, select filter icon and select Advanced view button to use the filter editor. You can either select an existing filter from the list or create a new filter condition.
Filter editor filter conditions.
The filter editor consists of the following:
- Field: A list based on relevant tables. For more information about the field options, see Field options in the Filter Editor.
- Operator: A list of operators that is contextually generated based on the selected field.
- Value: A text entry field or a list that is contextually generated based on the selected field.
To add a dependent condition in the filter editor, either select or or and. To filter the conversations list using the condition, select Update.
To remove a condition, select the delete icon
Delete icon. next to the condition.
To save a condition that you created in the condition builder, select Save filter. In the Save Filter pop-up window, specify a name for the filter. You can also set permissions for the filter in the Save Filter window. Users having the Chat Analytics Viewer (chat_analytics_viewer) role can select and modify saved filters.
Field options in the Filter Editor
| Option | Description |
|---|---|
| Channel | Conversations that used the specified channel. |
| Conversation Time | Conversations within the specified date and time. |
| Duration | Conversations within the specified time duration. You can edit the definition of duration to be a session duration, rather than an active messaging duration. For more information, see Create custom override definitions. |
| End State | Conversations with the specified state that is based on how conversations ended. The values for the end states are stored in the Interactions [interactions] table. For more information, see Virtual Agent interaction records. |
| Events | Specific events that are triggered in a conversation. |
| Feedback Result | Conversations for the specified feedback type. |
| Language | Conversations for the specified language based on the user's language setting. |
| Message Count | Conversations for the specified message count in the chat. |
| Provider Name | Conversations for the specified provider. |
| VA Success | Conversations resolved by the Virtual Agent. |
| Setup Topic Types | Conversations that used the specified setup topic type. |
| Topic Blocks | Conversations that used the specified topic block. |
| Topic Categories | Conversations that have topics which belong to a specified topic category. |
| Topic Count | Conversations that used the specified topic count. Each conversation can use multiple topics and this option filters conversations based on the count of topics used in it. |
| Topics | Conversations that used the specified topics in the chat. |
| Type | Conversations that are of the specified type such as live agent only or Virtual Agent only. |
Parent Topic:Conversations tab