Understanding conversation filter types in Zendesk QA

Conversation filters in Zendesk QA allow you to quickly locate specific conversations for review based on your chosen criteria. Bysetting up custom filters, you streamline your review process and ensure that you focus on the conversations that matter most. This article describes the filters that are available when you set up a custom filter.


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Conversation filters help you find specific conversations for review based on criteria like date, attributes, and help desk metrics. By setting up custom filters, you can streamline your review process, focusing on the most relevant conversations. Filters include options for date ranges, conversation status, participants, and more, allowing you to tailor your search to your needs.






Location: Zendesk QA > Conversations

Conversation filters in Zendesk QA allow you to quickly locate specific

conversations for review based on your chosen criteria. By setting up custom filters, you streamline your review process and
ensure that you focus on the conversations that matter most. This article describes the
filters that are available when you set up a custom filter.
This article contains the following topics:

Filters based on date
Filters based on conversation
attributes
Filters based on help desk
metrics



Filters based on date

This section includes filters for specific time frames, such as when a conversation was
created, updated, or resolved.
The following date-based filters are available:









Date filter name
Description
Time frame


Closed date
Find conversations based on when they were closed in your help
desk.
For each conversation action you can select the following time

frames:
last 24h
today
yesterday
last 7 days
last 14 days
this week
last week
last 30 days
this month
last month
from
until




Commented date
Find conversations based on when a comment was left on a conversation in
Zendesk QA, either as a part of the review or a standalone comment.


Created date
Find conversations that were started by customers in a certain period of
time.


CSAT survey reply date
Find conversations based on the date when the survey reply was
sent.


CSAT survey sent date
Find conversations based on the date when the survey was sent
out.


Last reply date
Find conversations based on the last time a reply was sent to your
customer.


Reviewed date
Find conversations that have already been reviewed. You may want
to revisit conversations that have already been reviewed to enhance the quality of
your evaluations or to use them for calibration purposes, ensuring consistency in your

assessment process.



Updated date
The updated date filter rule displays all conversations that have had
actions performed on them, such as being closed, new replies being received, or new
internal notes being added.







Filters based on conversation attributes

This section includes filters based on conversation attributes, including status,
assignee, tags, and other relevant details. Conversation filters are grouped by the
following types:

Intelligent filters
Categories (AutoQA)
Custom categories
Information
Metrics
Participants
Review and feedback
Spotlight
Custom spotlight

The following conversation based filters are available:


Intelligent filters

AI-powered filters that automatically detect a set of predefined
conditions.









Conversation filter name
Description
Condition


Agent escalations
Conversations in which tickets were escalated only by human
agents

Select the condition score using the following options:


detected


not detected





AI agent conversations
Conversations handled only by AI agents


AI agent escalations
Conversations in which tickets handled by AI agents were escalated
to human agents for further assistance


AI evaluated
Conversations in which AI evaluation is completed


Frustrated AI agent conversations
Conversations where customers were frustrated while interacting
with an AI agent


Low scoring categories
Conversations with at least one category scoring below 50%







Categories (AutoQA) conversation filters

Autoscoring automatically evaluates and scores customer interactions for 100% of your
ticket volume based on predefined categories.









Conversation filter name
Description
Condition


Closing
Analyzes if the agent wrapped up the conversation politely
Select the condition score using the following options:
is
is not




Comprehension
Analyzes whether the agent understands the customer's query or
concern


Empathy
Analyzes whether the agent understands and acknowledges the customers'
feelings


Greeting
Analyzes the entire conversation for typical greeting phrases


Rating category
Categories used to rate or evaluate the conversation
Select the condition name using the following options:
is
is not




Readability
Analyzes how easily a text can be understood,considering word complexity and
sentence length
Select the condition score using the following options:
is
is not




Solution offered
Analyzes the entire conversation for an offered solution


Spelling and grammar
Analyzes agent's grammar, spelling and style mistakes


Tone
Analyzes agent's tone throughout the conversation







Custom categories conversation filters

These are filters based on the custom rating categories you have created. You can select their
condition scores by ‘is’ or is ‘not’.



Information conversation filters

These are filters based on the information contained in the conversations.









Conversation filter name
Description
Condition


Call
Whether conversation contains phone call(s)
Select the condition using the following options:
exists
does not exist




Call transcript content
The content of a transcription in a conversation
Select the condition using the following options:
is
is not




Conversation brand
The brand or specific product/service associated with the
conversation


Conversation channel
Find conversations based on the communication channel such as
email, chat, voice, or api.


Conversation content
Find conversations containing a specific key word or phrase in the
textual conversations (does not work for call transcripts).
Select the condition using the following options:
is
is not
contains
does not contain




Conversation description
Find conversations based on the first message in the
conversation.


Conversation form
The form or template used for structuring the conversation
Select the condition using the following options:
is
is not




Conversation group
Find conversations based on the group they belong to.


Conversation priority
The priority level assigned to the conversation


Conversation status
Find conversations based on the current status (e.g. open, pending,
closed, solved).


Conversation subject
Find conversations based on the subject or the topic of the
conversation.
Select the condition using the following options:
is
is not
contains
does not contain




Conversation type
Find conversations based on the type or category that describes the
nature of the conversation (e.g. inbound, outbound).
Select the condition using the following options:
is
is not




Help desk tag
Find conversations based on the tags from your help desk.


Language (AI)
Find conversations based on their language.


Message channel
The communication channel used for the conversation (e.g. email,
chat)


Starred
Find conversations that were starred either by you or other team
members.
Select the condition using the following options:
starred by me
not starred by me




Transcript
Find conversations with a transcript of the call recording.
Select the condition using the following options:
exists
does not exist




Viewed status
Find conversations which were or weren't viewed by the currently
logged in user.
Select the condition using the following options:
viewed
not viewed









Metrics conversation filters










Conversation filter name
Description
Condition


Agent reply count (AI)
Find conversations based on a specific number of messages sent by
the agent(s).
Select the condition using the following options:
less than
more than
is
up until
starting from




Average character count (AI)
Find conversations with a specific character number.


Average word count (AI)
Find conversations of a certain length.


AI agent reply count
Number of AI agent replies in conversations


Call duration (in seconds)
Find only phone call recordings of a certain duration. That way you
can focus on giving reviews to calls of a certain length.


Conversation private note count (AI)
Find conversations that contain internal notes.


Conversation reply count
Find conversations based on the replies sent by both the agent and
the customer (including internal notes).


CSAT per message
Find conversations with satisfaction scores per individual
message.
Select the condition using the following options:
less than
more than
is
is not
up until
starting from




Customer reply count (AI)
Find conversations based on the number of replies sent by your
customer.
Select the condition using the following options:
less than
more than
is
up until
starting from




Most active agent (AI)
Find conversations based on the name of the most active agent in
conversations handled by multiple support reps.
Select the condition using the following options:
is
is not




Number of participating agents (AI)
Find conversations based on the number of agents who were
participating in a conversation (including the ones who left an internal
note).
Select the condition using the following options:
less than
more than
is
up until
starting from




Public reply count (AI)
Find conversations based on the number of messages by the agent
(internal notes not included) and the customer.


Satisfaction score (CSAT)
Find conversations based on the feedback result.
Select the condition using the following options:
is
is not









Participants conversation filters










Conversation filter name
Description
Condition


Assignee
Assignee filter rules will help you focus on a particular user or
the entire group. You can select just one or multiple users as Assignees or
exclude some of them from your filter.

Select the condition using the following options:

is
is not




AI agent
Find conversations based on which AI agent was involved in the
conversation.


AI agent type
Find conversations based on which type of AI agent (workflow or
generative) was involved in the conversation.


External ID
Find conversations based on the external reference ID linked to the
conversation.


Participant
Find conversations based on who participated in it (including users
who have left internal notes).


Phone number
Find conversations based on the phone number (e.g. your customer's
phone number).


Public participant
Find conversations based on the agents who sent messages to your
customers.


Related email
Find conversations based on an email address that was included in
the conversation.
Select the condition using the following options:
is
is not
contains
does not contain




Reviewed by
Find conversations based on who the reviewer was (or
wasn't).
Select the condition using the following options:
is
is not




Reviewee
Find conversations based on who the recipient of the review was (or
wasn't).







Review and feedback conversation filters










Conversation filter name
Description
Condition


Comment
Find conversations which contain (or don't) a review with a comment
or a standalone comment.
Select the condition using the following options:
commented
has not commented
commented by me
not commented by me
my comment has replies




Comment hashtag
Find conversations based on a hashtag in a review.
Select the condition using the following options:
is
is not




Comment tag
Find conversations based on a tag in a review.


Dispute
Find conversations which were disputed.
Select the condition using the following options:
exists
does not exist




Review status
Find conversations which were or weren't reviewed.
Select the condition using the following options:
reviewed

not reviewed


reviewed by me


not reviewed by me





Review viewed
Find conversations which were reviewed and check if the reviewee
has seen it or not.
Select the condition using the following options:
viewed
not viewed




Reviewed scorecard
Find conversations based on the scorecard that was used to leave
the review.
Select the condition using the following options:
is
is not




Source type
Find conversations based on the source type.







Spotlight conversation filters

These are filters based on spotlight insights.









Conversation filter name
Description
Condition


AI agent communication efficiency
Compares your AI agent's conversation handling against average agents
Select the condition using the following options:
better than agents
worse than agents




AI agent repetition
AI agent is stuck in a loop, repeating the same message in consecutive
turns
Select the condition using the following options:
detected
not detected




Churn risk
Signs of customer attrition. Customer was considering a switch or promise to
part ways


detected




Dead air
Silence between the agent and the customer exceeded the threshold


Escalation
Customer sought higher-level assistance


Exceptional service
The customer expressed extreme gratitude or was very satisfied with
the support received.


Follow up
Either the customer or agent explicitly requested a
follow-up
Select the condition using the following options:
detected
not detected




Ineligible for review
Conversations that are ineligible for review through Al analysis
Select the condition using the following options:
yes
no




Outlier
Conversation was unusual or atypical and there was more back-and-forth to
reach resolution


detected




Recording disclosure missing
Automatically identify calls lacking the mandatory disclosure statement, like
'This call will be recorded' and similar.


Sentiment
Positive and negative sentiment detected in the conversation
Select the condition using the following options:
positive
negative




SLA
A service level agreement (SLA), is a policy
you define that specifies and measures the response and resolution times that your
support team delivers to your customers.
Select the condition using the following options:
breached
not breached









Custom spotlight conversation filters

These are filters based on the custom spotlight insights you have created. You can select their
condition scores by ‘is’ or is ‘not’.




Filters based on help desk

Depending on the data that is available from your help desk connection, you might see custom filters that reflect
your help desk setup.


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