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From the My Conversations view, you can use the search bar - circled in purple, or the filter panel - circled in green, to make it easier to find a particular call. 

 

You can search by word, a person's name, or for a Moment that occurred on a particular call. Word search and Moment search only returns results if the call has been processed. When searching by a person's name, they either have to be named by you in the Conversation view. In some cases, we are able to pull in Caller ID information. 

Filter

Common features across all Filter sections:

  • A checkbox allows you to filter down by what's next to the box.
  • A crossed-out eye icon  allows you to exclude any conversations with this item.
  • A radio button lets you select between one of several options. Selecting one option, will unset another option. Clicking a selected radio button again will unselect all filtering by those options.

People Involved

When you are on the My Conversations view, you will always be selected, so it will always only show calls that you were a part of. If you have the ability to view conversations from others in your organization, when you are on the Team Conversations view, it will default to select all of the people that you are able to view. 

Expanding the People Involved section lets you select other callers to filter down by. You can also enter the name of a previously identified caller, or enter a phone number to further refine your results. 

Sentiment

Each processed call is given an overall score of positive, negative, or neutral. This sentiment score is a blend of the scores of every caller; so both callers will need to be strongly one direction or the other for the call's overall score to be categorized as such. 

You should expect most calls to be neutral.

Team Conversations

If you are a supervisor, you will have a second menu item called "Team Conversation". This view looks very similar to the My Conversations view, except that your "People Involved" filter will be automatically selected with any users you have access to view.