Use filters in the Conversation tab

You can filter out conversation for a deeper understanding.

Filtering using list options

You use the list options to filter the conversations.

Note:

The dashboard converts the dates to UTC, which might not match the dates in the conversations list.

Table 1. List options

Option	Description
All	Lists all conversations.
VA Success	List all conversations that are considered successful. You can edit the default formula that defines successful conversations by using formula overrides. For more information, see Create custom override definitions. In the base system, the default formula is set as a percentage of conversations that did not escalate to a live agent, did not have negative feedback, and contained a topic that went through to the last node.
Fallback	Lists all conversations where Virtual Agent didn't understand the user and used fallback text to prompt the user for additional information.
Live Agent Transfer	Lists all conversations where Virtual Agent transferred the user to a live agent.

Filtering using the Filter Editor

To filter the conversations, click View/edit filter and use the condition builder in the Filter Editor pop-up window. You can either select a default filter from the list or create a new filter condition. For example, the following image shows a condition in the Filter Editor pop-up window. This condition lists conversations that use the Pizza Order topic, and that have the Pizza Type topic node (a static choice control) in which the user has selected the Pepperoni value.

Figure 1. Condition using a static choice value

Another example condition is shown in the following image. This condition lists conversations that use the Pizza Order topic and that have the Confirm topic node (a boolean control) in which the user has selected the true value.

Figure 2. Condition using a boolean value

The condition builder consists of the following:

• Field: A list based on relevant tables. For more information about the field options, see Field options in the Filter Editor.
• Operator: A list of operators that is contextually generated based on the selected field.
• Value: A text entry field or a list that is contextually generated based on the selected field.

To add a dependent condition in the condition builder, either click or or and. To filter the conversations list using the condition, click Run.

To remove a condition, click the delete icon () next to the condition.

To save a condition that you created in the condition builder, click Save Filter. In the Save Filter pop-up window, specify a name for the condition. Users having the Chat Analytics Viewer (chat_analytics_viewer) role can select and modify your saved filters.

Figure 3. Saved condition

Field options in the Filter Editor

Table 2. Field options

Option	Description
Channel	Conversations that used the specified channel.
Conversation Time	Conversations within the specified date and time.
Duration	Conversations within the specified time duration. You can edit the definition of duration to be a session duration, rather than an active messaging duration. For more information, see Create custom override definitions.
End State	Conversations with the specified state that is based on how conversations ended. The values for the end states are stored in the Interactions [interactions] table. For more information, see Virtual Agent interaction records.
Events	Specific events that are triggered in a conversation.
Favorite	Conversations that are marked as favorite. You can also mark a conversation as favorite in the User Details page. For more information, see User Details page.
Feedback Result	Conversations for the specified feedback type.
Language	Conversations for the specified language based on the user's language setting.
Message Count	Conversations for the specified message count in the chat.
Provider Name	Conversations for the specified provider.
VA Success	Conversations resolved by the Virtual Agent.
Setup Topic Types	Conversations that used the specified setup topic type.
Topic Blocks	Conversations that used the specified topic block.
Topic Categories	Conversations that have topics which belong to a specified topic category.
Topic Count	Conversations that used the specified topic count. Each conversation can use multiple topics and this option filters conversations based on the count of topics used in it.
Topics	Conversations that used the specified topics in the chat.
Type	Conversations that are of the specified type such as live agent only or Virtual Agent only.