Why Filtering Matters
When you’re reviewing calls, you shouldn’t have to scroll through hundreds just to find the one that matters. Filters let you focus your view so you only see conversations that meet your criteria.
You might use filters to:
Check QA progress by showing only ungraded calls
Locate your tagged test calls when refining Scorecards or Alerts
Prioritise reviews by filtering for compliance or overall score
Explore trends by time of day
These are just a few examples. Whatever your goal may be, from analysing performance to spotting patterns or digging into outliers, filters help you get there faster.
💡Tip: If you would like to learn more about advanced search of your conversations, read this article.
Conversation Filters Available
The default filter applied on your Channel's conversation list is Call Date: Last 90 Days. You can edit the Call date and apply more filter to get the conversations you need.
Here’s a look at the filters you can use to narrow your results and find exactly what you need. You can mix and match multiple filters to create a view that works for you.
Filter | Filter for… |
Upload date | The date that the calls were uploaded onto Voyc |
Call Date | The date the calls took place |
Agent | The agent who handled the call |
Emotion | The emotion that Voyc identifies in the call such as happy, sad, satisfied etc… |
Sentiment | The overall sentiment of the call i.e. negative, positive and neutral |
Time of Day | A specific time of day where you add a start and end time |
Length | The length of the call |
Overall Score | The overall percentage score of the call within a range |
Compliance | Calls that passed or failed compliance |
Tag | Calls with specific tags |
Task Status | The task / workflow status of a call e.g. Evaluated, Coached, Feedback etc… |
Grading | Which calls are ungraded, being graded or graded |
Assigned | Calls that were assigned to a specific person |
Date Assigned | The date calls were assigned to someone |
Attribute | Calls with specific attributes |
Confidence | The transcription confidence percentage within a range |
Adding Filters to Your Conversations
Step 1: Choose a filter type
Go to the Conversations tab in your Voyc Channel.
Select +Add Filter at the top left of your conversations.
A dropdown will appear with several filter options such as Agent, Call Date, Attribute, Tag etc… Click the filter you want to use.
💡 Tip: You can search for the filter you would like by typing in the Search Filters bar
Step 2: Select a subset (if available)
Some filters have additional layers. For example, after choosing Call Date, you will have the option to select a preset timeline such as 7 days or select a custom date where you will need to enter your start and end dates.
Once selected, the filter appears above your conversation list in a light purple block.
You can edit the subset by selecting the down arrow next to the filter and selecting a new subset.
You can apply multiple filters at once. Voyc will only show conversations that meet all the criteria you’ve added.
💡Tip: You can save the filters you use the most as well as set a new default (Home View per Channel). To Learn more, read this article.
Clearing Filters
To remove a single filter:
Click the X next to the light purple filter block.
To clear all filters:
Select Clear. All active filters will disappear and your full conversation list will return to default.
Downloading Your Filtered Conversation List
You can export the conversations on your current page as a CSV at any time. The export reflects exactly what you see on screen, filters included.
To download your Conversation List:
Apply your filters to the Conversation list to show the conversations you want.
Click the Download conversations icon at the top right of your Conversation List.
Your CSV will include the following columns:
Date of Call: the date and time the call took place
Call Length: the total duration of the call
Dead Air: the total dead air time recorded on the call (e.g. 00:00:36)
Agent: the agent who handled the call
Merged Conversation: whether the call was merged with another conversation (true / false)
Released to Agent: whether the conversation was released to the agent (true / false)
Alerts: the total number of Alerts triggered on the call (e.g. 0, 1, 2)
Overall Score: the overall scorecard score for the call
Compliance: whether the call met your compliance requirements (true / false)
Tags: any Tags applied to the call
Attributes: any Attributes applied to the call
Conversation URL: a direct link to the conversation in Voyc
💡Tip: The export downloads only the conversations visible on your current page. To capture more in a single export, use the items-per-page selector at the bottom left of your Conversation List to display up to 250 conversations before downloading.
The Gist
Filters are your shortcut to smarter reviews. Whether you’re searching for a single call, analysing trends, testing your setup or focusing on QA, they help you cut through the noise and see exactly what matters most.