Conversation Archiving on Voyc | Voyc Customer Education Hub

Managing your list of conversations for grading can become overwhelming, especially when it includes irrelevant conversations such as voicemails or short calls. To streamline your QA process and focus on meaningful conversations, Voyc offers a call archiving feature. This feature allows you to exclude non-reportable calls from your conversations list, helping you save time and improving the accuracy of your grading. This article will guide you through the process of using the archive feature effectively.

📙 Learn More: You might want to learn how to filter your conversations list to access reportable conversations on Voyc. Here’s an article to help you get started.

Getting Started With Conversation Archiving

The archiving feature is located on the conversations page. To start archiving conversations, click the channel where you want to archive, which will take you to the conversations page. Identify the conversations you want to archive by either reviewing the list of conversations or using the filtering options. Here are two examples of how to use filtering to isolate conversations for archiving.

💡Voyc Tip: Apart from attributes and length, you can also filter by, tag, agent, date, overall score, compliance, and the rest of the options presented on the filter ribbon.

a) Filtering by tags for archiving

You can tag the conversations that you want to be archived in the grading panel by following these steps:

Select the conversation to be archived by clicking on it.
The grading panel of the conversation will open.
Below the media player on the right-hand side, click on Tags. A field to name the tag will open.
Name the tag, for example, “Archive” and click Create. Your conversation will then be tagged. You can check the Conversations page to see the tag.
Now select the tagged conversation by clicking the select box the click the archive icon to archive the conversation.

b) Filtering by attributes for archiving

Use the filter ribbon to find conversations based on their attributes or any other available metadata. For example, if there are internal conversations that are being assessed against the scorecard but shouldn't be, you can filter by the agents' telephone numbers if they are available as attributes. Follow these steps:

Click Add Filter and several options will be presented to you.
Select the Attribute option and a list of attributes will appear.
Select Agent Telephone (if that’s how it was named).
On the search value field, enter the phone number that you want to search for.
A list of all the conversations containing that phone number will appear.
Once you’ve confirmed if those are all the conversations to be archived, select all of them by clicking the Select All box on the heading row and then archive the selected conversations by clicking the archive button at the top right-hand corner.
Your archived conversations will now be found in the archive folder.

📍Take Note: You can filter by any attribute of your choice depending on the availability of the attribute within the conversations uploaded in the channel.

c) Filtering by length for archiving

If you have identified unwanted conversations by their length, you can use the filter ribbon to isolate them. For example, if you want to archive conversations below 2 minutes, follow these steps:

Click Add Filter to see several options.
Select the Length option to view a list of time ranges.
If you want to find conversations shorter than 2 minutes, select the 2-minute time range. Any conversations shorter than 2 minutes will be listed.
Select all conversations shorter than 2 minutes and click the archive button in the top right-hand corner.

Frequently Asked Questions

Is the data of archived conversations removed from reporting data?

Yes, once a conversation is archived it will not be part of the reports downloaded on Voyc.

Can archived conversations be restored to the conversations list?

Yes. Archived conversations

can be recovered and restored back to the conversations list.