How to Access Filters
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Navigate to Admin Chat History
- Go to the Admin section
- Click on “Conversations” or “Chat History”
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Open the filters panel
- Click the “Filters” button at the top of the page
- The filter panel will expand showing all available options
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Apply your filters
- Select or enter values for the filters you want to use
- Click “Apply filters” to update the results
- Click “Clear filters” to reset all filters
All Available Filters
1. Search in messages
- Search for specific words or phrases within message content
- Case-insensitive (finds “Hello”, “HELLO”, and “hello”)
- Partial matching (searching “refund” finds “refunds”, “refunding”)
- Examples: “payment issue”, “order #12345”, “shipping delay”
2. Evaluation
- Filter by conversation quality assessment
- Options:
- OK - Conversation handled well
- KO - Conversation had issues
- Neutral - Average handling
- Not Evaluated - Not yet reviewed
3. Agent Name
- Filter by the AI agent that handled the conversation
- Select from dropdown list of available agents
- Useful for comparing agent performance
4. Start Date
- Show conversations from a specific date onwards
- Click calendar icon to select date
- Combines with End Date for date ranges
5. End Date
- Show conversations up to a specific date
- Click calendar icon to select date
- Leave empty to include all recent conversations
6. Email
- Search by user email address
- Partial matching supported (e.g., “@company.com”)
- Case-insensitive search
7. Reviewer Email
- Filter by the admin who reviewed the conversation
- Shows only conversations reviewed by specific staff
- Useful for quality control tracking
8. User Type
- Filter by user permission level or category
- Options may include: Customer, Partner, VIP, etc.
- Helps prioritize different user segments
9. Tag
- Filter by conversation tags
- Multiple tags can be entered (comma-separated)
- Examples: “billing”, “technical”, “urgent”
10. Knowledge Source
- Filter by which knowledge base was used
- Shows conversations using specific documentation
- Helpful for assessing knowledge base effectiveness
11. Knowledge Page ID
- Search by specific documentation page identifier
- Useful for tracking which help articles are most referenced
- Enter exact page ID
12. Support Asked
- Toggle filter (Yes/No)
- Yes - Shows only conversations where users requested human support
- Identifies conversations that couldn’t be resolved by AI
13. Ticket Created
- Toggle filter (Yes/No)
- Yes - Shows only conversations that resulted in support tickets
- Tracks escalation rates
14. Needs Review
- Toggle filter (Yes/No)
- Yes - Shows conversations flagged by the system for review
- Helps prioritize quality assurance work
15. Conversation Starter
- Filter by the conversation starter that initiated the conversation
- Select a starter from the dropdown to see only conversations triggered by it
- Useful for measuring engagement on a specific starter and pulling the conversation list for further analysis
16. Tool Used
- Filter by conversations where the agent called a specific tool
- Select a tool from the dropdown to see only conversations that used it
- Useful for reviewing how a tool behaves in real conversations, or finding cases where it was triggered
- Each conversation row also shows a Tools Used column listing the tools called during that conversation
17. Satisfaction
- Filter conversations by end-user satisfaction feedback response
- Options depend on your agent’s feedback configuration:
- Yes / No - For thumbs up/down feedback
- Happy / Neutral / Unhappy - For 3-smiley feedback
- Pending - User has not yet responded to the feedback prompt
- No Request - No satisfaction feedback was sent for the conversation
- Helps identify conversations where users were dissatisfied
Combining Filters
Filters work together to narrow down results. For example:- Date range + Agent Name = Performance review for specific agent over time
- Email + Evaluation = Check all conversations with a specific user
- Support Asked + Tag = Find escalations about specific topics
- Search + Needs Review = Find problematic conversations about specific issues
Tips for Effective Filtering
Quick Searches
- Use Search in messages for finding specific issues or topics
- Use Email to find all conversations with a particular customer
- Use Date ranges to analyze recent performance
Performance Analysis
- Combine Agent Name + Evaluation to assess agent performance
- Use Support Asked + Agent Name to find which agents trigger more escalations
- Filter by Needs Review to prioritize quality checks
Customer Service Insights
- Use Tags to identify common issue categories
- Filter by Knowledge Source to see which documentation is most helpful
- Check Ticket Created to monitor escalation trends
Time-Based Analysis
- Use date ranges to compare different periods
- Find patterns in Support Asked over time
- Track improvement in Evaluation scores
Export and Analysis
After applying filters:- Results show matching conversation threads
- Click any conversation to view full details
- Export filtered results for further analysis
- Save common filter combinations for repeated use
Best Practices
- Start broad, then narrow: Begin with date ranges, then add specific filters
- Use multiple filters: Combine filters for more precise results
- Regular reviews: Set up routine checks using saved filter combinations
- Track trends: Use the same filters over different time periods to spot patterns