Anytime you apply filters in Conversation Explorer (or in Signals), you’ll see the option to save those filters. This allows you to easily find and apply the same filter set at any time in the future.

You’ll also be able to apply your Saved Filters from either Conversation Explorer or Signals, meaning you can create a saved filter in Signals, and it will be available to you for filtering in Conversation Explorer (and vice versa).
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When you click Save, you’ll have the option to name your filter and choose visibility settings. Your filter will be visible to Only Me or My Organization.

You can find your saved filters in the Filters dropdown at the top of the Search Filters area of Conversation Explorer. Saved filters are organized into

When you apply filters in Conversation Explorer and then navigate to to Signals for reporting, whatever filters you’ve most recently applied in Conversation Explorer will be available to you in Signals. This allows you to easily go from a more granular Conversation Explorer search to high-level data insights and trends in Signals, and back again.

Click apply to see those same filters applied in Signals. You’ll see a message prompting you to hit apply.
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This is also true in reverse: when you go from Signals to Conversation Explorer, your recently applied filters will follow you. Again, you need only click apply.

You’ll also notice that any saved filters you create in Signals will be available to you in Conversation Explorer, and vice versa.

Let’s go through the filters available to you in Conversation Explorer (these are also available in Signals).

Interaction Date Range allows you to set the timeframe within which you want to search for conversations.
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Call Duration allows you to set the parameters for the length of conversations you want to find.
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Hierarchy allows you to select which service hierarchies you want to search within. Once you expand the Hierarchy selector, you can expand hierarchies to select specific (or all) children. Hit Apply to make your selections.
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Lets you search 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.

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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:
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Lets you search for specific words or phrases across interactions. You can specify whether the interaction Contains, Does Not Contain, or has words that Starts With a certain beginning.
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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.

+ 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.
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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.
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When using Starts With, you may use only one word. For example, “insur” would find words such as insure, insurance, and insures.
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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.
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Lets you search for interactions based on the type of evaluation associated. You can search for 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.
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Lets you search for specific types of interactions that have been processed in Authenticx.
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Lets you search based on whether the call is inbound, outbound, or transferred.
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Lets you search based on a specific Client Call ID number.
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Lets you search based on the agent(s) who handled the interactions.
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At the bottom of the Search Filters section, you’ll see a + Manage Filters button. Clicking this will open additional filters, which you can select and apply to add these filters to your Search Filters section.
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If your data source contains additional metadata fields, those will all be listed under Additional Metadata in the filter list. You’ll see these in the +Manage Filters section, under Additional Metadata.
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