Quick Filters
Quick filters are what we call the filters that are available to you right at the top of the page in Signals. These are the most commonly used filters, so we made them easy for you to access and quickly apply them. The quick filters are as follows:
Date Range: allows you to set the timeframe for the interactions you want to report on.
Date Type: allows you to select whether you want to filter based on the interaction date (when the interaction occurred) or the arrival date (when the interaction came into the Authenticx platform).
Service Hierarchies: allows you to select which service hierarchies you want to report on.
Creating More Complex Filters
You can access the full set of filters by clicking the left side of the Filter button at the top of the page in Signals.
This will open up the Filters drawer, where you can add any of the filters available to you in Signals.
As you add filters, you can choose to hit Apply at the bottom right to immediately apply the filters to the page. Or, you can hit Save to save your filter set.
Available Filters in Signals
Available Filters in Signals
Let’s go through the filters available to you in Signals. These are also available in Conversation Explorer.
Date Range: set the timeframe for the interactions you want to report on. You have the option to remove Date Range from your filter, simply click the X to remove the date range filter.
Date Type: select whether you want to filter based on the interaction date (when the interaction occurred) or the arrival date (when the interaction came into the Authenticx platform). You have the option to remove Date Type from your filter, simply click the X to remove the date range filter.
Call Duration: set the parameters for the length of conversations you want to report on.
Hierarchy: select which service hierarchies you want to report on.
Once you expand the Hierarchy selector, you can expand hierarchies to select specific (or all) children to include.
ML Model Identification filters
ML Model Identification filters
Filtering by ML Model result is based on the AI’s classification, not the Evaluation.
Eddy Effect Signal: filter to conversations where the Eddy Effect Signal Is Present or Is Not Present.
HIPAA Compliance: filter to conversations that are Not Compliant, Compliant, or N/A for HIPAA.
Starting Sentiment: filter to conversations where the Starting Sentiment is Negative, Neutral, or Positive.
Ending Sentiment: filter to conversations where the Ending Sentiment is Negative, Neutral, or Positive.
Safety Events*: filter to conversations where an agent Acknowledged or did Not Acknowledge a Safety Event, or where a Safety Event was Not Identified.
*Available based on configuration
Adverse Event*: filter to conversations where an Adverse Event Is Present or is Not Present.
*Available based on configuration
Contact Type: search by which personas are present. You can select multiple contact types.
Topics
Lets you filter by either the presence or absence of a primary conversation topic, by selecting either is one of or is not one of, and then selecting one or more topics.
Classifiers
Classifiers allow you to filter by either the presence or absence of one or more classifiers, by selecting either Contains or Does Not Contain, and then selecting one or more classifiers.
Note that, if a classifier is new, we may not be able to identify whether it is present in historic conversations (unless these conversations have been reclassified with the new classifier).
With classifiers, if you click the + button at top right, you’ll see the option to select a logic operator of AND or OR, and then build a more complex classifier search. Here’s an example:
Words or Phrases
Words and Phrases lets you search for specific words or phrases across interactions. You can specify whether the interaction contains, does not contain, or has words that start with a certain beginning.
To search for a phrase or a word, type it into the box. E.g., “Have a nice day”. You can choose whether to look for interactions that contain or do not contain these words/phrases.
Adding Conditions
+ Condition button: This is only available for Contains inputs with multiple words, and allows you to specify a number of words that the phrase was said within. You would leverage this if you do not want to look for exact phrases.
If you’d like to search for multiple words or phrases separately, click the + button at top right to add another condition and select AND or OR.
Starts With
When using Starts With, you may use only one word. For example, “insur” would find words such as insure, insurance, and insures.
Advanced Builder
You can also switch to “Advanced” to build more complex search queries, but this requires expert knowledge of Full Text Search syntax.
Clicking advanced will give you the following Words or Phrases section. You can always switch back to Standard.
Evaluation Type
Lets you filter to interactions based on the type of evaluation associated. You can filter your data to interactions with No Evaluation, interactions that have only been AI Evaluated, interactions that have only been Human Evaluated, or interactions that have been both AI and Human Evaluated.
Media Type
Lets you filter by specific types of interactions that have been processed in Authenticx.
Call Direction
Lets you filter based on whether the call is inbound, outbound, or transferred.
Agent
Lets you search based on the agent(s) who handled the interactions.
Additional Metadata
If your data source contains additional metadata fields, those will all be listed under “Additional Metadata” in the filter list.
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