Conversation List

Filter conversations using agent, team, date/time, wrap‑up code, direction and sentiment via the Conversation List. This enables Quality Managers to quickly identify relevant conversations and focus evaluation efforts where they’re most needed.

Below are the key functionalities and features of the Conversation List:

Filtering Options:

• Start and End Date & Time: Define specific timeframes to narrow the list of conversations.

• Agents and Teams: Focus the search on particular agents or entire teams.

• Direction: Filter conversations based on whether they are inbound or outbound.

• Wrap-ups: Isolate conversations with specific wrap-up codes for targeted evaluations.

• Duration: Refine the list by conversation length.

Detailed Metadata:

The table view includes the following columns, offering essential data for each conversation:

• Direction: Indicates the type of interaction (inbound or outbound).

• Date & Time: Specifies when the conversation occurred.

• Duration: Highlights the length of the conversation.

• From and To: Identifies participants based on the direction of the interaction.

• Agent(s): Lists the agents involved in the conversation.

• Reviews: Displays review scores, if evaluations have been conducted.

• Wrap-ups: Shows wrap-up codes associated with the conversation.

Integration with Conversation View:

Clicking on any entry in the Conversation List opens the Conversation View, which provides a detailed breakdown of the each conversation. Each conversation contains conversation activities and conversation data.