In this article, you will learn:

Overview of View and Filters

The view and filter settings allow you to customize what interaction snippets you will search through for your desired keyword or phrase.

The filter options are comprised of Moments that have been created in your dashboard or from your metadata. Selecting filters will allow you to manipulate the data based on the interactions associated with that filter selection.

Speaker and Search Logic Filters

Data can be filtered by who is speaking, e.g., Agent, Customer, or Both.

*Note: If your call recordings are being brought into your dashboard as dual-channel, also known as Stereo channel, you will have the option to select between Agent, Customer, or Both. If your call recordings are coming in as single-channel, also known as mono-channel this filter option will not be available under your dashboard.

Further filter data using AND logic, i.e., keywords and phrases that should be paired together such as Refund AND Cancellation. This will pull all interaction results that mention both the words refund and cancellation in the interaction.

OR search logic can be used to select separate words and phrases that should be found in an interaction, i.e., Refund OR Cancellation. This will pull all transcription snippets that mention the words refund or cancellation in the interaction snippet.