Page Filters

Conversation Analytics filters let you tailor the data shown on each page, filtering by time period, campaign, call outcome, and more. Use them alongside full or partial period comparisons to accurately track real-time progress or review historical performance.

Opening the filters

Most pages across Conversation Analytics has a filter button. Selecting it opens the filter pane.

Time period

Time Period changes the date range you're viewing across every page. Choose from the preset options, or select Custom Period to choose a specific date range. You can also choose whether comparisons use a Full Period or a Partial Period.

Note. The period comparison setting controls how data is compared for a time period that isn't fully complete yet, such as the current week.

Full period always compares against the complete time period, for example the full week, regardless of how much of the current period has passed.
Partial period only compares the part of the current period that's already occurred, for example the first 3 days. This lets you compare real progress so far, rather than projecting from incomplete data.

Filters

The Filter window lets you set different attributes to customise your view and narrow down which calls are shown.

Call Essentials

Filter	Description
Campaign	The campaign or campaigns associated with the calls.
Team	The team or teams associated with the calls.
User	The user or users associated with the calls.
Queue	The queue or queues associated with the calls.

Data Sources

Filter	Description
List	The list or lists the call was carried out from.
Data Supplier	The supplier or suppliers of the lead on import.

Call Attributes

Filter	Description
Call Type	Whether the call was Inbound or Outbound.
Day of the Week	Show or hide specific days.
Call Duration	How long the call duration can be, up to a set number of seconds.

Transcript Search

Search within call transcripts for specific words or phrases that contain, do not contain, or are similar to your search term. Searches can also be grouped together to create a combination of searches.

Outcomes & Successes

Filter	Description
Show successful calls only	A toggle. Enable this to only show calls with an outcome marked as successful.
Outcome	Select to only see calls dispositioned with a particular result code or codes, from your MaxContact result codes.

AI Analysis

Filter	Description
Has AI Analysis	Calls shorter than 30 seconds aren't processed by the AI engine. Use this filter to include or exclude these calls.

Scorecards

Filter	Description
Is Scored	Choose whether to see all calls, only those that have been scored, or only those that haven't.
Scorecard	Select a specific scorecard.
Result	With a scorecard selected, choose to show calls with any result, those that passed, failed, or autofailed, or filter by score using greater than, equal to, or less than a set value.

Topics & Objections

Filter	Description
Topics	Select a topic or topics that have been mentioned in the call.
Objection	Select an objection or objections that have been mentioned in the call.

Sentiment

Filter	Description
Dominant Sentiment	Filters calls by the overall sentiment of the call.
Peak Sentiment	Sentiment at the most intense moments of the call. This highlights the strongest emotional points, not the overall tone.
End Sentiment	Sentiment at the end of the call. This reflects the final detected sentiment, not the overall tone.

Contact Info

Filter	Description
First Name	The contact's first name, usually set on import through the primary mapped data of a lead.
Last Name	The contact's last name, usually set on import in the same way.
Phone Number	The observed phone number for the call.
Post Code	The contact's postcode, usually set on import in the same way.
Reference	The contact's reference, usually set on import in the same way.

Select Apply once you're happy with your selection.