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 Conversation AI.

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

Conversation Search Filters

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

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)

Agent Details
- Agent Name
  - Filter to only show conversations hosted by a specific Rep
- Agent Team
  - Filter to only show conversations hosted by Reps assigned to a specific team
External Meeting Attendee Details
- Prospect Name
  - Filter to only show conversations attended by a specific prospect/lead/contact/customer's name
- Prospect Company
  - Filter to only show conversations attended by a specific prospect/lead/contact/customer's company name
- Prospect Title
  - Filter to only show conversations attended by a specific prospect/lead/contact/customer's title (as shown within salesforce)

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

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.

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.