Search for conversations

  1. Click Conversations.

    By default, the view:

    • shows the conversations of the current day until midnight, and newest conversations are listed first

    • loads 250 conversations per page

  2. To narrow down shown conversations, use filters.

    All columns offered in the dropdown list all have an associated filter except for Email chain, Transcript / Body text, and Internal notes text: they are not selectable columns but are available as filterable options.

    Table 1. Column descriptions
    Column Description Filter
    Channel

    The channel type shown as an icon

    Hover your cursor over the icon to see more information.

    Options: phone, chat, email
    Subtype

    The subchannel type shown as an icon

    Hover your cursor over the icon to see more information.

    Options:

    • calls including the following:

      • callback call to agent: the call where the system offers the call to an agent
      • callback call to customer: the call where the system calls to the customer once an agent has accepted the offered callback call
      • callback request: requests left by customers via Callback IVR
      • campaign call: outbound campaing calls
      • incoming call: calls coming in to the system and within the system
      • Interactive Voice Response (IVR): calls involving IVRs
      • outgoing call: calls made by agents
      • outgoing IVR: outgoing calls made by a custom IVR
      • SRM (simultaneous ring mode) call: calls where an external audio device has been defined for call handling in addition to Communication Panel

    • web chats and conversational messaging chats

    • emails and tasks
    Source name

    The name of the caller/sender for an incoming queue conversation if found in the directory. To view it in Communication Panel, click the name.

    If multiple matches are found, the system will indicate that the number/address belongs to several contacts.

    Filter value: a name of a caller/sender
    Source
    For incoming conversations, this is one of the following:
    • the phone number of the customer
    • the email address of the customer
    • the conversational messaging chat identifier of the customer
    For outgoing conversations, this is one of the following:
    • the queue's email or chat address
    • phone number of the queue
    • the visible A number

    Digits of external numbers may be replaced with X characters. The number of hidden digits is set in the System Configurator Reporting > Statistics Settings > Monitoring Settings.

    Filter value: a number or an address
    Destination name

    The name of the call recipient, if found in the directory. To view it in Communication Panel, click the name.

    If multiple matches are found, the system will indicate that the number/address belongs to several contacts.

    Filter value: a name of a call recipient
    Destination

    For incoming conversations, this is one of the following:

    • the queue's email or chat address
    • phone number of the queue
    • the visible A number

    For outgoing conversations, this is one of the following:

    • the phone number of the customer
    • the email address of the customer
    • the conversational messaging chat identifier of the customer

    Digits of external numbers may be replaced with X characters. The number of hidden digits is set in the System Configurator Reporting > Statistics Settings > Monitoring Settings.

    Filter value: a number or an address
    Subject

    Subject line of an email or cut off text from a chat message

    Filter value: an email subject or text from a chat message
    Queue

    The queue where the conversation is being handled or has been handled

    Select a queue directly from the list or narrow it down by starting to type a queue name.
    Status

    The current status of the conversation: In queue, In process, Pending, Handled, Wrap-up, Deleted or Abandoned

    Select a status directly from the list or narrow it down by starting to type a status.
    Agent

    The name of the handling agent

    Select an agent directly from the list or narrow it down by starting to type an agent's name.
    Arrival time

    The time when the conversation started

    Not available as a filter
    Connection time

    The time when the conversation was connected (answered)

    Not available as a filter
    Disconnection time

    The ending time of the conversation

    Not available as a filter
    Queuing duration

    The time a customer or conversation has waited in queue, excluding any automated events such as IVRs or prompts

    Not available as a filter
    Waiting duration

    The time a customer or conversation has waited, including automated events such as IVRs or prompts

    Not available as a filter
    Handling duration

    The time between connection and disconnection time

    Not available as a filter
    Wrap-up duration

    The time used by the agent for finalizing the conversation in the wrap-up stage

    Not available as a filter
    Total duration

    The total length of the conversation (the time between the arrival time and the last event of the conversation, for example, the disconnection time or the wrap-up ending time).

    Not available as a filter
    Script

    If a script was saved for the conversation, you'll see the script icon . To view the script in the Conversation details view, click on the conversation row in the table.

    Options:

    • any: All conversations, regardless of whether they have scripts

    • true: Conversations that have scripts

    • false: Conversations that don't have scripts
    Transcript

    If the system is configured to save call transcripts, you'll see the transcript icon . To view the transcript, click the icon in the Agent view column to open Communication Panel.

    Options:

    • any: All conversations, regardless of whether they have a call transcript

    • true: Conversations that have a call transcript

    • false: Conversations that don't have a call transcript
    Recording

    If the call was recorded, you'll see the recording icon . To listen to the recording, click the icon in the Agent view column to open Communication Panel.

    Options:

    • any: All conversations, regardless of whether they have recordings

    • true: Conversations that have recordings

    • false: Conversations that don't have recordings
    Internal notes

    If the conversation has internal notes, you'll see the icon . To view the internal notes, click the icon in the Agent view column to open Communication Panel.

    Options:

    • any: All conversations, regardless of whether they have internal notes

    • true: Conversations that have internal notes

    • false: Conversations that don't have internal notes
    Agent view

    To view the conversation in Communication Panel, click the icon.

    Not available as a filter
    ID

    The ID of a conversation segment

    Filter value: a conversation ID

    Email chain not available as a column

    Filter value: an ID for an email conversation

    Transcript / Body text not available as a column

    Filter value: a specific word or words that appear in a call transcript or in an email body text

    Internal notes text not available as a column

    Filter value: a specific word or words that appear in internal notes

    Note the following about the text search:

    • There are some reserved words, which the search doesn't use. For best results, use keywords specific to the conversation.

    • When the conversation is opened into the History view in CP, there may be a brief delay before a recently completed conversation's internal notes appears. This is due to normal reporting processing.

    When you've selected filter or several filters, the Search button turns to green.

  3. To view conversations from a specific day within a chosen time frame, click the calendar icon next to the start time and select the date and time. Do the same for the end time

    To reset the date and time picker to the current day (today), click the Restore date and time button.

  4. Click Search.

The table below describes the information shown in the Conversations view.