Sorting your conversation list helps you focus on the calls that need your attention first. You can quickly spot risks, coaching opportunities or patterns in performance, instead of scrolling and guessing.
Columns You Can Sort
You can sort conversations using these columns:
Date of Call
The date when the conversation took place.
Sort by this when you want to review the most recent calls, work through today’s queue or look back at a specific period.
Call Length
The total duration of the conversation.
Sort by this to spot unusually long calls that may need deeper review or very short calls that might indicate drop offs or quick wins.
Dead Air
The amount of silence in the conversation.
Sort by this to find calls where the conversation stalled, which are great for coaching agents on active listening and call control.
Overall Score
The score given to the conversation based on your Scorecard.
Sort by this to quickly find high performing calls to share as best practice or low scoring calls that may need follow up.
Compliance
Whether the conversation passed or failed compliance checks.
Sort by this when you want a fast view of compliance risk so you can prioritise failed compliance calls first.
Workflow Status
The current QA processing status of the conversation.
Sort by this to see where each call is in the workflow and quickly find either the ones that are already complete or those that are still early in the workflow and need attention so that nothing gets stuck.
How to Sort Your Conversation List
In the conversation list, look for the columns with a sort icon next to their name.
Select the sort icon to sort the list by that column.
When a column is sorted, the icon changes to an up or down arrow to show the list is sorted in ascending or descending order.
Select the icon again to reverse the order.
The Gist
You can sort your conversation list by date, length, dead air, score, compliance and workflow status. Each option helps you quickly bring the right conversations to the top so your reviews are faster and more focused.