Saved Searches are an integral part of Echo AI functionality. After loading the main conversation page, you can see a list of list of them if there are any already created. For example in the screenshot below, you can see a number of private saved searches such as "Shipping Issues".
These are essentially bookmarks you can customize for a combination of filters. So for "Shipping Issues", this saved search looks for conversations that are tagged for "Shipping" where customers have had a negative sentiment. This is helpful to monitor on an ongoing basis to keep track of different shipping issues that come in.
This way you are able to track when certain interest points, like Tags, are happening in conversations. Instead of manually applying filters in conversations each time, you can use Saved Searches as a shortcut to the most important information. Tags are the basis for saved searches. They are one of the foundational criteria you will use to break down your customer's conversations.
It is important to note that a saved search often includes multiple tags, as well as other criteria (negative customer sentiment), to highlight the most critical conversations.
Saved Searches can be used to monitor a specific team/group but the functionality is separate from how teams are used.
Benefits of the Feature
Companies usually have four or five main goals they want to achieve. This feature helps users quickly set up searches that match these goals. For example, if a customer is having trouble with their deliveries, they can make a saved search called "Shipping Issues" with filters like the screenshot above to monitor all related conversations.
Also Saved Searches can be used to select a list of conversations to grade from. This makes it easier to ensure conversations of interest are being reviewed either for a certain team, tag, intent, customer, stream/subtheme, or resolution. There are instructions for how to set this up in the section below called "Using a Saved Search for grading/assignments".
Creating a new Saved Search
Apply Filters: Easily narrow down your conversations in the Conversations tab by applying filters based on attributes, categories, quality, and insights.
Once you've customized your filters, Click on "Save Search" to create the Saved Search to revisit the same configured filters later.
Name Your Search: Give your Saved Search a clear name for easy identification, such as "Churn Risks."
Select sharing options and choose between the following visibility options:
Myself: Keep your Saved Search private, ensuring only you can access it.
Everyone: Share it with your entire organization for collaborative efforts.
Admins: Share it with only your organization Admins to manage.
Leaders: Share it with your organization Leaders, usually for team metrics.Click "Save" to complete your Saved Search. Check that it's showing on the list of Saved Searches on the left side.
Using a Saved Search for grading/assignments (Admin settings)
Go into Admin settings and click on "QA Templates".
Choose a QA template to apply the Saved Search to and click on the three dots to the right side of the template to select "Edit".
Click on the "Assignments" tab at the top and either A)create a new QA Scorecard Template or B)edit an existing QA Scorecard Template.
Fill out the QA Scorecard Template and under "Select a source" choose Saved Search. Then under "Select a CI Saved Search" select one of the existing Saved Searches you have access to.
Set up a schedule for the assignment at the bottom and then click on "Save" at the top-left to save this assignment.