Creating custom filters to find conversations to review

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<p id="docs-ai-summary-content">Create custom filters to quickly find specific conversations for review based on your criteria. Customize filters by setting visibility, date range, and conditions like review status and churn risk. Add, edit, or delete filters to streamline your process and focus on important conversations. Use the "Turn into assignment" option to convert filters into tasks for efficient management.</p>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Conversations </div>
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<p class="p" dir="ltr">Your Zendesk QA account comes with a set of <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074#topic_lmq_fvh_xdc" target="_blank">predefined filters</a> to help you navigate through your
conversations. However, you can also create custom filters to meet your specific needs. </p>
<p class="p" dir="ltr">Custom filters in Zendesk QA allow you to quickly locate specific conversations for
review based on your chosen criteria. By setting up these filters, you streamline your review
process and ensure that you focus on the conversations that matter most. </p>
<p class="p" dir="ltr">You can add as many filters as needed. You can also <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9147011738650" target="_blank">edit, delete, clone, and rearrange your filters to customize the
order</a>. For a comprehensive list of filters and their functions see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759449114" target="_blank">Understanding conversation filter types in Zendesk QA</a>. </p>
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<strong class="ph b">To create a new custom filter</strong><ol class="ol" id="topic_yzk_zm4_52c__ol_cwc_f21_1fc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality assurance</a>, click <img class="image" id="topic_yzk_zm4_52c__d8e75" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_conversations_icon.png" width="22">
<strong class="ph b">Conversations</strong> in the sidebar.</span></li>
<li class="li">Next to <strong class="ph b">Public filters </strong> or <strong class="ph b">Private filters</strong>, click the plus icon (<img class="image" id="topic_yzk_zm4_52c__image_dwc_f21_1fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_plus_icon.png" width="16">) to create a new filter.</li>
<li class="li">Enter a <strong class="ph b">Filter name</strong>, for example “<em class="ph i">Incorrect solution</em>”.</li>
<li class="li">Choose whether the filter should be accessible to everyone in your account or only to
you by setting its visibility to either <strong class="ph b">Public</strong> or <strong class="ph b">Private</strong>.<div class="p" dir="ltr">
<div class="note attention">
<span class="attentiontitle"></span> Public filters are visible to all users, except <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760141978" target="_blank">Workspace agents</a>.</div>
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<li class="li">(Optional) Select a <strong class="ph b">Date</strong>. For new filters, the default condition is set to
display conversations that were initially created within the last 30 days.</li>
<li class="li">Turn on <strong class="ph b">Show all conditions</strong> to display all available filters. You can either use
the search box to find the filter type you want to create or scroll through the list until
you locate it. For example, look for the “Solution offered” category. Under Conversation,
click the Solution offered filter and select the negative scoring option.<p class="p"><img class="image" id="topic_yzk_zm4_52c__image_nlv_w31_1fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_create_filter.png" width="800"></p>
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<li class="li">Click <strong class="ph b">Apply filter</strong>.</li>
<li class="li">(Optional) Add additional filter conditions to display only the conversations you want
to review. For example, set "Review status" to "not reviewed" and "Churn risk" to
"detected."<div class="p" dir="ltr">
<div class="note note">
<span class="notetitle">Note:</span> Only conversations that match all the conditions you set will display as a result
of your filter.</div>
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<p class="p" dir="ltr">For each filter type, use the dropdown menus and checkboxes to set the
filter criteria, then click <strong class="ph b">Apply Filter</strong>. You can see how many conversations were
found after applying each filter next to <strong class="ph b">Conversations found</strong> in the bottom left
corner of the dialog box.</p>
</li>
<li class="li">Click <strong class="ph b">Create filter</strong>. <div class="p" dir="ltr">
<div class="note attention">
<span class="attentiontitle"></span> <strong class="ph b">Tip: </strong>Click <strong class="ph b">Turn into assignment </strong>instead of
<strong class="ph b">Create filter </strong>to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747327770" target="_blank">create a new assignment</a>. The assignment is automatically
added to your Tasks list. </div>
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<p class="p" dir="ltr">Your new “Incorrect solution” filter is added to the <strong class="ph b">Filters</strong>
section displaying all conversations created in the last 30 days that have not yet been
reviewed, where a negative score was assigned in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747123354#understanding_autoscoring_categories__solution" target="_blank">Solution offered category</a>, and where the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074#topic_lmq_fvh_xdc__churn_risk" target="_blank">Churn risk spotlight</a> insight was
detected.</p>
<p class="p"><img class="image" id="topic_yzk_zm4_52c__image_o5w_231_1fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_filter_example.png" width="800"></p>
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