Searching Conversations and Advanced Filters

Contents:

• Conversation Search Filters
  • Open Text Search
• Conversation Search: Advanced Filters
  • Time Filters
  • Participant Filters
  • Conversation Details Filters
  • Keyword Filters

Conversation Search

Users can run a Conversation Search on the Conversations page to find conversations that:

• Include (or do not include) Keywords or phrases (such as competitors or features)
• Resulted in successful or unsuccessful outcomes (using Dispositions, Lead Status, or Opportunity Stages)
• Calls demonstrating particular rep behaviors (frequent interruptions, talking too much, etc.)

To run a Conversations Search: Select Conversations in the Revenue app.

You can use the Filters and Sort options to find conversations that match your specific search criteria.

Conversation Search Filters

Open Text Search

• The search bar at the top of the page allows users to input search queries - type out what you’re searching for and hit enter.
• This will search call transcripts, call notes, supervisor notes, and participant details.
• For an exact match, put your text search terms within quotation marks.
  • e.g., To find conversations that specifically said I like Peanut butter and jelly sandwiches, enter “I like Peanut butter and jelly sandwiches”

• For a loose match, type in the text without quotation marks. This will show you conversations that contain all of the text searched for but not necessarily together. 
  • i.e., a Text search of I like Peanut butter and jelly sandwiches, (not in quotes) will return conversations in which some words were used at any point within a conversation but not necessarily were said/used together. 
    • They could have said, “We no longer have Peanut butter on our menu due to allergies. However, we still offer jelly and all other sandwiches. I recommend the Turkey sandwich.”

• To mark text as Include or Exclude Criteria: Once you enter a text search, you will see an Advanced Filters notification**, clicking Advanced Filters → Active Filters ** will indicate your search to include or exclude the inputted search string

Conversation Search:

When applying multiple filters, they are compounded. For example if you apply filters Participants -> Name - Sally Smith as host, Type of Conversation = Audio Conversation, and Engagement = Has Notes, the results will pull conversations where Sally Smith is the host of an audio conversation that has notes.

Time Filters

• Timeframe of calls
  • Apply filters based on the date when a conversation occurred
• Duration of calls
  • Apply filters based on the length of Conversations (A great way to filter out shorter conversations)

Participant Filters

• Agent Details
  • Agent Name
    • Filter to only show conversations where a specific Rep is the host, participant, or either they are the host or a participant
  • Agent Team
    • Filter to only show conversations where a Rep assigned to a specific team is the host, participant, or either they are the host or a participant
• External Meeting Attendee Details
  • External Participant Name
    • Filter to only show conversations attended by a specific prospect/lead/contact/customer’s name 
  • External Participant Company
    • Filter to only show conversations attended by a specific prospect/lead/contact/customer’s company name 
  • External Participant Title
    • Filter to only show conversations attended by a specific prospect/lead/contact/customer’s title (as shown within Salesforce) 

Conversation Details Filters

• Opportunity Stages
  • Filter to only show conversations that took place during a specific Opportunity Stage
• Lead Status
  • Filter to only show conversations based on specific lead statuses
• Type of Conversation
  • Filter to only show conversations that are Audio conversations or Video Conversations
• Call Direction
  • Filter to only show conversations based on the direction (Inbound calls only or Outbound calls only)
• Disposition of call
  • Filter to only show conversations based on the disposition reason assigned to the conversation
• Call Rating (entered by Agent in the RingDNA dialer)
  • Filter to only show conversations based on the Reps entered call ratings within the ringDNA dialer
• Libraries
  • Filter to only search for conversations within specific Libraries

Keyword Filters

• Keywords/Keyword groups
  • Filter to only show conversations that contained a specific keyword or any keyword from a specific keyword group
• Mentioned By:
  • Filter to only show conversations that had particular keywords/keyword groups mentioned by either 
    • The Agent (Rep hosting the conversation)
    • The Participant (Non-internal Agent/Rep meeting attendees)
    • Anyone (mentioned by anyone on a call)
• Mentioned At:
  • Filter to only show conversations in which specific keywords/keyword groups were detected within a particular part (percentage) of a call
    • e.g.
      • First 25% of a call
      • Last 50% of a call
      • Within the middle of a call (25%-75%)

• Notes:
  • You must click ‘Apply Filter’ for filter selections made to take effect
  • By clicking the Active Filters → your selected keywords, you will find calls that do not include the chosen keyword.

Engagement

• Has Notes
  • Filter to only show conversations that contain Rep notes
• Has Supervisor Notes
  • Filter to only show conversations that contain Supervisor notes
• Has Annotations
  • Filter to only show conversations that contain annotations
• Shared with Others
  • Filter to only show conversations that were shared
• Has Tasks
  • Filter to only show conversations that have Salesforce tasks
• Flagged for Coaching
  • Filter to only show conversations that were flagged for coaching within the ringDNA Dialer

Agent Call Metrics

• Search by metrics like Agent talk ratio, overtalk incidents, and talk streak length.
• This section searches specifically for an Agent’s conversation etiquette on a call.