What Are Filters?
Filters allow you to narrow down and organize your data based on specific criteria. By applying filters, you can quickly find relevant information, streamline your workflows, and enhance your productivity.
Types of Filters Available in Echo AI
Ways to Filter Your Conversations, Analytics, Performance, and Stream Reports
Attributes
Keyword: Search with keywords or phrases. For example, inputting call will display all conversations containing the word call. For advanced searches, use:
OR: |: Allows you to include keywords or phrases that meet at least one of several criteria
Example: "three | one" - This will display keywords having three or one
AND: &: Allows you to include keywords or phrases that meet all specified criteria
Example: "three & one" - This will display keywords having three and one
NOT:!: Allows you to exclude keywords or phrases that meet a specific criterion.
Example: "three !one" - This will display keywords that is not equal to three and one
Grouping: (): Allows you to combine related keywords or phrases into a single category for easier analysis and management
Example: "MFA & (DNA | 'two-step')" This will display keywords or phrases. So this example will display a conversation that includes MFA & either DNA or TWO STEP.
Match Exact Phrase: Check this box to display exactly what you entered.
Example: 'three for one'.
Note: put in a single quote on the keyword to search for the exact phrase or phrases which only required for phrases. It will error if it is on Double quote "".
Agent or Group: Filter by agent or group within the organization.
Pipeline: Select specific pipelines such as SMS or Call Pipelines to display relevant conversations.
Customer: Filter by customer's name.
Custom Field: Filter conversations against other metadata fields, using for greater than, less than, or equal to comparisons to a specified value. These fields are unique to each customer set up so please reach out to our Support team (support@echoai.com) to see which fields are available and what names are used for your implementation.
Example: Filtering by recording duration so that only conversations longer than 3 minutes will be shown.
Categories
Tags: Utilize manually created or AI-generated tags for specific criteria.
Intent: Classify conversations by their primary purpose using intent detection—for instance, conversations about orders, shipping, Logins, etc.
Resolution: Filter conversations based on whether they are "Resolved" or "Not Resolved".
Quality
Sentiment: Tag conversations with customer and agent sentiment (negative, neutral, positive).
AutoQA: Filter based on AutoQA scores from 0 to 100. By checking the “ONLY AUTO-FAILS” checkbox, it will display failed scores.
ManualQA: Filter based on ManualQA scores from 0 to 100. By checking the “ONLY AUTO-FAILS” checkbox, it will display failed scores.
Stream
Themes: Use generative AI agents to organize groups of conversations into themes and sub-themes, aiding in proactive and reactive issue identification.
i.e. Financial Concerns
Subthemes: Break down larger themes into more specific categories for detailed insights.
i.e. Billing Issues
Admin
Advanced: Filter by all records, active records, and inactive records for comprehensive audits, day-to-day operations, and long-term strategic planning.
Enabling "Only shows records with pipeline errors" will display records with pipeline errors.
Note: Only 1 filter can be selected in viewing these records.
Conclusion
Using filters in Echo AI is a powerful way to manage and analyze your data. By understanding and utilizing the various filter attributes available, you can enhance your workflow efficiency and make more informed decisions.
If you have any further questions or need assistance, please don't hesitate to contact our support team. We hope this guide helps you make the most of our platform's filtering capabilities!