You can filter out conversation for a deeper understanding.

Filtering using list options

You use the list options to filter the conversations.

Note: The dashboard converts the dates to UTC, which might not match the dates in the conversations list.
Table 1. List options
OptionDescription
All Lists all conversations.
VA Success List all conversations that are considered successful. You can edit the default formula that defines successful conversations by using formula overrides. For more information, see Create custom override definitions. In the base system, the default formula is set as a percentage of conversations that did not escalate to a live agent, did not have negative feedback, and contained a topic that went through to the last node.
Fallback Lists all conversations where Virtual Agent didn't understand the user and used fallback text to prompt the user for additional information.
Live Agent Transfer Lists all conversations where Virtual Agent transferred the user to a live agent.

Filtering using the Filter Editor

To filter the conversations, click View/edit filter and use the condition builder in the Filter Editor pop-up window. You can either select a default filter from the list or create a new filter condition. For example, the following image shows a condition in the Filter Editor pop-up window. This condition lists conversations that use the Pizza Order topic, and that have the Pizza Type topic node (a static choice control) in which the user has selected the Pepperoni value.

Figure 1. Condition using a static choice value
Filter Editor showing static choice values. Conditions are defined for a Standard Topic containing Pizza Order, Topic Node containing Pizza Type, and Selected Value of Pepperoni.

Another example condition is shown in the following image. This condition lists conversations that use the Pizza Order topic and that have the Confirm topic node (a boolean control) in which the user has selected the true value.

Figure 2. Condition using a boolean value
Filter Editor showing Boolean values. Conditions are defined for a Pizza Order standard topic, with Topic Node containing Confirm, and Selected Value of true.
The condition builder consists of the following:
  • Field: A list based on relevant tables. For more information about the field options, see Field options in the Filter Editor.
  • Operator: A list of operators that is contextually generated based on the selected field.
  • Value: A text entry field or a list that is contextually generated based on the selected field.

To add a dependent condition in the condition builder, either click or or and. To filter the conversations list using the condition, click Run.

To remove a condition, click the delete icon () next to the condition.

To save a condition that you created in the condition builder, click Save Filter. In the Save Filter pop-up window, specify a name for the condition. Users having the Chat Analytics Viewer (chat_analytics_viewer) role can select and modify your saved filters.
Figure 3. Saved condition
Saved condition in the Filter Editor.

Field options in the Filter Editor

Table 2. Field options
OptionDescription
Channel Conversations that used the specified channel.
Conversation Time Conversations within the specified date and time.
Duration Conversations within the specified time duration. You can edit the definition of duration to be a session duration, rather than an active messaging duration. For more information, see Create custom override definitions.
End State Conversations with the specified state that is based on how conversations ended. The values for the end states are stored in the Interactions [interactions] table. For more information, see Virtual Agent interaction records.
Events Specific events that are triggered in a conversation.
Favorite Conversations that are marked as favorite. You can also mark a conversation as favorite in the User Details page. For more information, see User Details page.
Feedback Result Conversations for the specified feedback type.
Language Conversations for the specified language based on the user's language setting.
Message Count Conversations for the specified message count in the chat.
Provider Name Conversations for the specified provider.
VA Success Conversations resolved by the Virtual Agent.
Setup Topic Types Conversations that used the specified setup topic type.
Topic Blocks Conversations that used the specified topic block.
Topic Categories Conversations that have topics which belong to a specified topic category.
Topic Count Conversations that used the specified topic count. Each conversation can use multiple topics and this option filters conversations based on the count of topics used in it.
Topics Conversations that used the specified topics in the chat.
Type Conversations that are of the specified type such as live agent only or Virtual Agent only.