Understanding conversation filter types in Zendesk QA

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<p id="docs-ai-summary-content">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.</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">Conversation filters in Zendesk QA allow you to quickly locate specific

conversations for review based on your chosen criteria. By <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669455130" target="_blank">setting up custom filters</a>, 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.</p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_gw2_cw2_dgc">
<li class="li" dir="ltr"><a class="xref" href="#topic_vgp_mw2_dgc">Filters based on date</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_ccj_hhk_dgc">Filters based on conversation
attributes</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_as3_tyk_dgc">Filters based on help desk
metrics</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_vgp_mw2_dgc">
<h2 class="title topictitle2" id="ariaid-title2">Filters based on date</h2>
<div class="body">
<p class="p">This section includes filters for specific time frames, such as when a conversation was
created, updated, or resolved.</p>
<p class="p" dir="ltr">The following date-based filters are available:</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_vgp_mw2_dgc__table_sx1_xw2_dgc" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Date filter name</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Time frame</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Closed date</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Find conversations based on when they were closed in your help
desk.</td>
<td class="entry cell-norowborder" rowspan="8" style="vertical-align:top;">For each conversation action you can select the following time

frames:<ul class="ul" id="topic_vgp_mw2_dgc__ul_wtm_zxz_z2c">
<li class="li" dir="ltr">last 24h</li>
<li class="li" dir="ltr">today</li>
<li class="li" dir="ltr">yesterday</li>
<li class="li" dir="ltr">last 7 days</li>
<li class="li" dir="ltr">last 14 days</li>
<li class="li" dir="ltr">this week</li>
<li class="li" dir="ltr">last week</li>
<li class="li" dir="ltr">last 30 days</li>
<li class="li" dir="ltr">this month</li>
<li class="li" dir="ltr">last month</li>
<li class="li" dir="ltr">from</li>
<li class="li" dir="ltr">until</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Commented date</td>
<td class="entry cell-norowborder" style="vertical-align:top;">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.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Created date</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Find conversations that were started by customers in a certain period of
time.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">CSAT survey reply date</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Find conversations based on the date when the survey reply was
sent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">CSAT survey sent date</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Find conversations based on the date when the survey was sent
out.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Last reply date</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Find conversations based on the last time a reply was sent to your
customer.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Reviewed date</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Find conversations that have already been reviewed. <p class="p" dir="ltr">You may want
to revisit conversations that have already been reviewed to enhance the quality of
your evaluations or to use them for <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724530842" target="_blank">calibration</a> purposes, ensuring consistency in your

assessment process.</p>
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Updated date</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">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.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ccj_hhk_dgc">
<h2 class="title topictitle2" id="ariaid-title3">Filters based on conversation attributes</h2>
<div class="body">
<p class="p" dir="ltr">This section includes filters based on conversation attributes, including status,
assignee, tags, and other relevant details. Conversation filters are grouped by the
following types:</p>
<ul class="ul" id="topic_ccj_hhk_dgc__ul_lhj_rhk_dgc">
<li class="li"><a class="xref" href="#topic_zl3_5bg_nhc">Intelligent filters</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_vkp_t3k_dgc">Categories (AutoQA)</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_yw3_qyk_dgc">Custom categories</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_rr1_l1l_dgc">Information</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_h1f_ryk_dgc">Metrics</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_b4m_ryk_dgc">Participants</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_nkv_ryk_dgc">Review and feedback</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_cnd_syk_dgc">Spotlight</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_bk5_syk_dgc">Custom spotlight</a></li>
</ul>
<p class="p" dir="ltr">The following conversation based filters are available:</p>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_zl3_5bg_nhc">
<h3 class="title topictitle3" id="ariaid-title4">Intelligent filters</h3>
<div class="body">
<p class="p" dir="ltr">AI-powered filters that automatically detect a set of predefined
conditions.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_zl3_5bg_nhc__table_rf2_zbg_nhc" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Conversation filter name</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Condition</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent escalations</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Conversations in which tickets were escalated only by human
agents</td>
<td class="entry cell-norowborder" rowspan="6" style="vertical-align:top;">
<p class="p" dir="ltr">Select the condition score using the following options:</p>
<ul class="ul" id="topic_zl3_5bg_nhc__ul_sf2_zbg_nhc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">detected</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">not detected</p>
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">AI agent conversations</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Conversations handled only by AI agents</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">AI agent escalations</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Conversations in which tickets handled by AI agents were escalated
to human agents for further assistance</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">AI evaluated</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Conversations in which AI evaluation is completed</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Frustrated AI agent conversations</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Conversations where customers were frustrated while interacting
with an AI agent</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Low scoring categories</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Conversations with at least one category scoring below 50%</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_vkp_t3k_dgc">
<h3 class="title topictitle3" id="ariaid-title5">Categories (AutoQA) conversation filters</h3>
<div class="body">
<p class="p">Autoscoring automatically evaluates and scores customer interactions for 100% of your
ticket volume based on predefined <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043712922522" target="_blank">categories</a>. </p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_vkp_t3k_dgc__table_wkp_t3k_dgc" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Conversation filter name</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Condition</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Closing</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Analyzes if the agent wrapped up the conversation politely</td>
<td class="entry cell-norowborder" rowspan="4" style="vertical-align:top;">Select the condition score using the following options:<ul class="ul" id="topic_vkp_t3k_dgc__ul_xkp_t3k_dgc">
<li class="li" dir="ltr">is</li>
<li class="li" dir="ltr">is not</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Comprehension</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Analyzes whether the agent understands the customer's query or
concern</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Empathy</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Analyzes whether the agent understands and acknowledges the customers'
feelings</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Greeting</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Analyzes the entire conversation for typical greeting phrases</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Rating category</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Categories used to rate or evaluate the conversation</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Select the condition name using the following options:<ul class="ul" id="topic_vkp_t3k_dgc__ul_ykp_t3k_dgc">
<li class="li" dir="ltr">is</li>
<li class="li" dir="ltr">is not</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Readability</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Analyzes how easily a text can be understood,considering word complexity and
sentence length</td>
<td class="entry cell-norowborder" rowspan="4" style="vertical-align:top;">Select the condition score using the following options:<ul class="ul" id="topic_vkp_t3k_dgc__ul_zkp_t3k_dgc">
<li class="li" dir="ltr">is</li>
<li class="li" dir="ltr">is not</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Solution offered</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Analyzes the entire conversation for an offered solution</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Spelling and grammar</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Analyzes agent's grammar, spelling and style mistakes</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Tone</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Analyzes agent's tone throughout the conversation</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_yw3_qyk_dgc">
<h3 class="title topictitle3" id="ariaid-title6">Custom categories conversation filters</h3>
<div class="body">
<p class="p" dir="ltr">These are filters based on the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043712922522" target="_blank">custom rating categories</a> you have created. You can select their
condition scores by ‘is’ or is ‘not’.</p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_rr1_l1l_dgc">
<h3 class="title topictitle3" id="ariaid-title7">Information conversation filters</h3>
<div class="body">
<p class="p" dir="ltr">These are filters based on the information contained in the conversations.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_rr1_l1l_dgc__table_srh_l1l_dgc" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Conversation filter name</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Condition</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Call</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Whether conversation contains phone call(s)</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Select the condition using the following options:<ul class="ul" id="topic_rr1_l1l_dgc__ul_trh_l1l_dgc">
<li class="li" dir="ltr">exists</li>
<li class="li" dir="ltr">does not exist</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Call transcript content</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The content of a transcription in a conversation</td>
<td class="entry cell-norowborder" rowspan="3" style="vertical-align:top;">Select the condition using the following options:<ul class="ul" id="topic_rr1_l1l_dgc__ul_urh_l1l_dgc">
<li class="li" dir="ltr">is</li>
<li class="li" dir="ltr">is not</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Conversation brand</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The brand or specific product/service associated with the
conversation</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Conversation channel</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Find conversations based on the communication channel such as
email, chat, voice, or api.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Conversation content</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Find conversations containing a specific key word or phrase in the
textual conversations (does not work for call transcripts).</td>
<td class="entry cell-norowborder" rowspan="2" style="vertical-align:top;">Select the condition using the following options:<ul class="ul" id="topic_rr1_l1l_dgc__ul_vrh_l1l_dgc">
<li class="li" dir="ltr">is</li>
<li class="li" dir="ltr">is not</li>
<li class="li" dir="ltr">contains</li>
<li class="li" dir="ltr">does not contain</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Conversation description</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Find conversations based on the first message in the
conversation.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Conversation form</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The form or template used for structuring the conversation</td>
<td class="entry cell-norowborder" rowspan="4" style="vertical-align:top;">Select the condition using the following options:<ul class="ul" id="topic_rr1_l1l_dgc__ul_wrh_l1l_dgc">
<li class="li" dir="ltr">is</li>
<li class="li" dir="ltr">is not</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Conversation group</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Find conversations based on the group they belong to.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Conversation priority</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The priority level assigned to the conversation</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Conversation status</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Find conversations based on the current status (e.g. open, pending,
closed, solved).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Conversation subject</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Find conversations based on the subject or the topic of the
conversation.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Select the condition using the following options:<ul class="ul" id="topic_rr1_l1l_dgc__ul_xrh_l1l_dgc">
<li class="li" dir="ltr">is</li>
<li class="li" dir="ltr">is not</li>
<li class="li" dir="ltr">contains</li>
<li class="li" dir="ltr">does not contain</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Conversation type</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Find conversations based on the type or category that describes the
nature of the conversation (e.g. inbound, outbound).</td>
<td class="entry cell-norowborder" rowspan="4" style="vertical-align:top;">Select the condition using the following options:<ul class="ul" id="topic_rr1_l1l_dgc__ul_yrh_l1l_dgc">
<li class="li" dir="ltr">is</li>
<li class="li" dir="ltr">is not</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Help desk tag</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Find conversations based on the tags from your help desk.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Language (AI)</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Find conversations based on their language.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Message channel</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The communication channel used for the conversation (e.g. email,
chat)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Starred</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Find conversations that were starred either by you or other team
members.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Select the condition using the following options:<ul class="ul" id="topic_rr1_l1l_dgc__ul_zrh_l1l_dgc">
<li class="li" dir="ltr">starred by me</li>
<li class="li" dir="ltr">not starred by me</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Transcript</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Find conversations with a transcript of the call recording.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Select the condition using the following options:<ul class="ul" id="topic_rr1_l1l_dgc__ul_ash_l1l_dgc">
<li class="li" dir="ltr">exists</li>
<li class="li" dir="ltr">does not exist</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Viewed status</td>
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Find conversations which were or weren't viewed by the currently
logged in user.</td>
<td class="entry cellrowborder" style="vertical-align:top;">Select the condition using the following options:<ul class="ul" id="topic_rr1_l1l_dgc__ul_bsh_l1l_dgc">
<li class="li" dir="ltr">viewed</li>
<li class="li" dir="ltr">not viewed</li>
</ul>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_h1f_ryk_dgc">
<h3 class="title topictitle3" id="ariaid-title8">Metrics conversation filters</h3>
<div class="body">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_h1f_ryk_dgc__table_i1f_ryk_dgc" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Conversation filter name</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Condition</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent reply count (AI)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Find conversations based on a specific number of messages sent by
the agent(s).</td>
<td class="entry cell-norowborder" rowspan="7" style="vertical-align:top;">Select the condition using the following options:<ul class="ul" id="topic_h1f_ryk_dgc__ul_j1f_ryk_dgc">
<li class="li" dir="ltr">less than</li>
<li class="li" dir="ltr">more than</li>
<li class="li" dir="ltr">is</li>
<li class="li" dir="ltr">up until</li>
<li class="li" dir="ltr">starting from</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Average character count (AI)</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Find conversations with a specific character number.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Average word count (AI)</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Find conversations of a certain length.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">AI agent reply count</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Number of AI agent replies in conversations</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Call duration (in seconds)</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Find only phone call recordings of a certain duration. That way you
can focus on giving reviews to calls of a certain length.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Conversation private note count (AI)</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Find conversations that contain internal notes.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Conversation reply count</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Find conversations based on the replies sent by both the agent and
the customer (including internal notes).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">CSAT per message</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Find conversations with satisfaction scores per individual
message.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Select the condition using the following options:<ul class="ul" id="topic_h1f_ryk_dgc__ul_k1f_ryk_dgc">
<li class="li" dir="ltr">less than</li>
<li class="li" dir="ltr">more than</li>
<li class="li" dir="ltr">is</li>
<li class="li" dir="ltr">is not</li>
<li class="li" dir="ltr">up until</li>
<li class="li" dir="ltr">starting from</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Customer reply count (AI)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Find conversations based on the number of replies sent by your
customer.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Select the condition using the following options:<ul class="ul" id="topic_h1f_ryk_dgc__ul_l1f_ryk_dgc">
<li class="li" dir="ltr">less than</li>
<li class="li" dir="ltr">more than</li>
<li class="li" dir="ltr">is</li>
<li class="li" dir="ltr">up until</li>
<li class="li" dir="ltr">starting from</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Most active agent (AI)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Find conversations based on the name of the most active agent in
conversations handled by multiple support reps.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Select the condition using the following options:<ul class="ul" id="topic_h1f_ryk_dgc__ul_m1f_ryk_dgc">
<li class="li" dir="ltr">is</li>
<li class="li" dir="ltr">is not</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Number of participating agents (AI)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Find conversations based on the number of agents who were
participating in a conversation (including the ones who left an internal
note).</td>
<td class="entry cell-norowborder" rowspan="2" style="vertical-align:top;">Select the condition using the following options:<ul class="ul" id="topic_h1f_ryk_dgc__ul_n1f_ryk_dgc">
<li class="li" dir="ltr">less than</li>
<li class="li" dir="ltr">more than</li>
<li class="li" dir="ltr">is</li>
<li class="li" dir="ltr">up until</li>
<li class="li" dir="ltr">starting from</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Public reply count (AI)</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Find conversations based on the number of messages by the agent
(internal notes not included) and the customer.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Satisfaction score (CSAT)</td>
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Find conversations based on the feedback result.</td>
<td class="entry cellrowborder" style="vertical-align:top;">Select the condition using the following options:<ul class="ul" id="topic_h1f_ryk_dgc__ul_o1f_ryk_dgc">
<li class="li" dir="ltr">is</li>
<li class="li" dir="ltr">is not</li>
</ul>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_b4m_ryk_dgc">
<h3 class="title topictitle3" id="ariaid-title9">Participants conversation filters</h3>
<div class="body">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_b4m_ryk_dgc__table_c4m_ryk_dgc" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Conversation filter name</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Condition</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Assignee</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">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.</td>
<td class="entry cell-norowborder" rowspan="7" style="vertical-align:top;">
<p class="p" dir="ltr">Select the condition using the following options:</p>
<ul class="ul" id="topic_b4m_ryk_dgc__ul_d4m_ryk_dgc">
<li class="li" dir="ltr">is</li>
<li class="li" dir="ltr">is not</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">AI agent</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Find conversations based on which AI agent was involved in the
conversation.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">AI agent type</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Find conversations based on which type of AI agent (workflow or
generative) was involved in the conversation.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">External ID</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Find conversations based on the external reference ID linked to the
conversation.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Participant</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Find conversations based on who participated in it (including users
who have left internal notes).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Phone number</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Find conversations based on the phone number (e.g. your customer's
phone number).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Public participant</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Find conversations based on the agents who sent messages to your
customers.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Related email</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Find conversations based on an email address that was included in
the conversation.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Select the condition using the following options:<ul class="ul" id="topic_b4m_ryk_dgc__ul_e4m_ryk_dgc">
<li class="li" dir="ltr">is</li>
<li class="li" dir="ltr">is not</li>
<li class="li" dir="ltr">contains</li>
<li class="li" dir="ltr">does not contain</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Reviewed by</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Find conversations based on who the reviewer was (or
wasn't).</td>
<td class="entry cell-norowborder" rowspan="2" style="vertical-align:top;">Select the condition using the following options:<ul class="ul" id="topic_b4m_ryk_dgc__ul_f4m_ryk_dgc">
<li class="li" dir="ltr">is</li>
<li class="li" dir="ltr">is not</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Reviewee</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Find conversations based on who the recipient of the review was (or
wasn't).</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_nkv_ryk_dgc">
<h3 class="title topictitle3" id="ariaid-title10">Review and feedback conversation filters</h3>
<div class="body">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_nkv_ryk_dgc__table_okv_ryk_dgc" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Conversation filter name</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Condition</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Comment</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Find conversations which contain (or don't) a review with a comment
or a standalone comment.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Select the condition using the following options:<ul class="ul" id="topic_nkv_ryk_dgc__ul_pkv_ryk_dgc">
<li class="li" dir="ltr">commented</li>
<li class="li" dir="ltr">has not commented</li>
<li class="li" dir="ltr">commented by me</li>
<li class="li" dir="ltr">not commented by me</li>
<li class="li" dir="ltr">my comment has replies</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Comment hashtag</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Find conversations based on a hashtag in a review.</td>
<td class="entry cell-norowborder" rowspan="2" style="vertical-align:top;">Select the condition using the following options:<ul class="ul" id="topic_nkv_ryk_dgc__ul_qkv_ryk_dgc">
<li class="li" dir="ltr">is</li>
<li class="li" dir="ltr">is not</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Comment tag</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Find conversations based on a tag in a review.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Dispute</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Find conversations which were disputed.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Select the condition using the following options:<ul class="ul" id="topic_nkv_ryk_dgc__ul_rkv_ryk_dgc">
<li class="li" dir="ltr">exists</li>
<li class="li" dir="ltr">does not exist</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Review status</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Find conversations which were or weren't reviewed.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Select the condition using the following options:<ul class="ul" id="topic_nkv_ryk_dgc__ul_skv_ryk_dgc">
<li class="li" dir="ltr">reviewed</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">not reviewed</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">reviewed by me</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">not reviewed by me</p>
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Review viewed</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Find conversations which were reviewed and check if the reviewee
has seen it or not.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Select the condition using the following options:<ul class="ul" id="topic_nkv_ryk_dgc__ul_tkv_ryk_dgc">
<li class="li" dir="ltr">viewed</li>
<li class="li" dir="ltr">not viewed</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Reviewed scorecard</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Find conversations based on the scorecard that was used to leave
the review.</td>
<td class="entry cell-norowborder" rowspan="2" style="vertical-align:top;">Select the condition using the following options:<ul class="ul" id="topic_nkv_ryk_dgc__ul_ukv_ryk_dgc">
<li class="li" dir="ltr">is</li>
<li class="li" dir="ltr">is not</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Source type</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Find conversations based on the source type.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_cnd_syk_dgc">
<h3 class="title topictitle3" id="ariaid-title11">Spotlight conversation filters</h3>
<div class="body">
<p class="p" dir="ltr">These are filters based on <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074" target="_blank">spotlight insights</a>.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_cnd_syk_dgc__table_dnd_syk_dgc" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Conversation filter name</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Condition</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">AI agent communication efficiency</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Compares your AI agent's conversation handling against average agents</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Select the condition using the following options:<ul class="ul" id="topic_cnd_syk_dgc__ul_end_syk_dgc">
<li class="li" dir="ltr">better than agents</li>
<li class="li" dir="ltr">worse than agents</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">AI agent repetition</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">AI agent is stuck in a loop, repeating the same message in consecutive
turns</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Select the condition using the following options:<ul class="ul" id="topic_cnd_syk_dgc__ul_fnd_syk_dgc">
<li class="li" dir="ltr">detected</li>
<li class="li" dir="ltr">not detected</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Churn risk</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Signs of customer attrition. Customer was considering a switch or promise to
part ways</td>
<td class="entry cell-norowborder" rowspan="4" style="vertical-align:top;">
<ul class="ul" id="topic_cnd_syk_dgc__ul_gnd_syk_dgc">
<li class="li" dir="ltr">detected</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Dead air</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Silence between the agent and the customer exceeded the threshold</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Escalation</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Customer sought higher-level assistance</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Exceptional service</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The agent went the extra mile and the customer expressed gratitude or was very satisfied with the support received.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Follow up</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Either the customer or agent explicitly requested a
follow-up</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Select the condition using the following options:<ul class="ul" id="topic_cnd_syk_dgc__ul_hnd_syk_dgc">
<li class="li" dir="ltr">detected</li>
<li class="li" dir="ltr">not detected</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Ineligible for review</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Conversations that are ineligible for review through Al analysis</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Select the condition using the following options:<ul class="ul" id="topic_cnd_syk_dgc__ul_ind_syk_dgc">
<li class="li" dir="ltr">yes</li>
<li class="li" dir="ltr">no</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Outlier</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Conversation was unusual or atypical and there was more back-and-forth to
reach resolution</td>
<td class="entry cell-norowborder" rowspan="2" style="vertical-align:top;">
<ul class="ul" id="topic_cnd_syk_dgc__ul_jnd_syk_dgc">
<li class="li" dir="ltr">detected</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Recording disclosure missing</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Automatically identify calls lacking the mandatory disclosure statement, like
'This call will be recorded' and similar.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Sentiment</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Positive and negative sentiment detected in the conversation</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Select the condition using the following options:<ul class="ul" id="topic_cnd_syk_dgc__ul_knd_syk_dgc">
<li class="li" dir="ltr">positive</li>
<li class="li" dir="ltr">negative</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" style="vertical-align:top;">SLA</td>
<td class="entry row-nocellborder" style="vertical-align:top;">A <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5600997516058" target="_blank">service level agreement (SLA)</a>, is a policy
you define that specifies and measures the response and resolution times that your
support team delivers to your customers.</td>
<td class="entry cellrowborder" style="vertical-align:top;">Select the condition using the following options:<ul class="ul" id="topic_cnd_syk_dgc__ul_lnd_syk_dgc">
<li class="li" dir="ltr">breached</li>
<li class="li" dir="ltr">not breached</li>
</ul>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested2" id="topic_bk5_syk_dgc">
<h3 class="title topictitle3" id="ariaid-title12">Custom spotlight conversation filters</h3>
<div class="body">
<p class="p">These are filters based on the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992282733850" target="_blank">custom spotlight insights</a> you have created. You can select their
condition scores by ‘is’ or is ‘not’.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested1" id="topic_as3_tyk_dgc">
<h2 class="title topictitle2" id="ariaid-title13">Filters based on help desk</h2>
<div class="body">
<p class="p" dir="ltr">Depending on the data that is available from your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043712839450" target="_blank">help desk connection</a>, you might see custom filters that reflect
your help desk setup.</p>
</div>
</div>
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