Pre-filtered Connections:

The All Conversations page is pre-filtered. Agent managers are able to view conversations handled by agents in the agent groups they manage, as well as unassigned conversations that have a skill assigned to one of the agents they manage in the All Conversations list. Other unassigned conversations will not be displayed. For example, an unassigned conversation with the sales skill is waiting in the queue. The agent manager has several agents with the sales skill and will therefore see the unassigned conversation, while other agent managers who do not manage agents with this skill will not see it.

Agents on the other hand are able to view only the conversations for which they were the last assigned agent (and are unable to view unassigned conversations).

Search and Filter:

All Conversations offers advanced filtering and search capabilities that can provide in-depth, meaningful analysis on key topics for your business, consumer sentiment and the operational effectiveness of your contact center.

Agents and Agent Manager Search/Filter Conversation Parameters:

• Keywords from transcripts

• Duration of conversation

• Agent

• Agent group

• Skill

• Start time

• Status (open and closed)

• Meaningful Conversation Score (MCS)

• Conversation ID

• CSAT

• Summary keywords

• Engagement Attribute keywords*

For example: An agent manager can filter conversations by duration. By drilling down further and refining the search, they will be able to pinpoint why the conversations had an abnormal length. Managers can also view all conversations with a low MCS, or a low CSAT, and identify the cause by referring to the conversation transcripts.