You've set up your Klaus account and you're ready to give reviews. Now it's time to filter out some good examples based on your needs. Here's an explanation of our filters and how you can use them to find conversations you want.
To create a custom conversation filter:
Navigate to the Conversations page.
Click on the filter icon in the top left corner of the page, next to the neat cat logo. The Filters section opens.
Click on the plus icon at the top of the section to create a new filter. The Create new filter screen opens.
Enter a descriptive name for your filter in the Name field.
Define filter conditions in the Filters section.
Click + Select an option to add additional conditions to the filter. Filtered conversations have to match all conditions defined here. For example, if you create a filter with the condition assignee is Luna, conversation reply count > 3 and rating status: not rated, you'll get a list of Luna's conversations with more than 3 replies that have not been rated yet.
Choose if the filter is to be shared or private.
Click Create filter to save the filter.
Note: Filter rules are arranged alphabetically in Klaus. This article will show them grouped together for an easier understanding.
Filters based on your help desk connections
Filters based on the data from your help desk connections. Use these filters to find, for example, email conversations with more than 3 replies which were closed or similar.
Agent reply count
Use this filter to find conversations based on a specific number of messages sent by the agent.
Customer reply count
Use this filter to find conversations based on a specific number of messages sent by the customer.
Assignee filter rule will help you focus on a particular user or the entire group. You can select just one or multiple users as Assignees or exclude some of them from your filter.
Call duration (in seconds)
Use this filter to find only phone call recordings of a certain duration. That way you can focus on giving reviews to calls of a certain length.
Use these filters to find conversations based on specific internal marks in your help desk.
Conversation reply count
Satisfaction score (CSAT)
Use this filter to find conversations with good or bad ratings.
Use this filter to find conversations in which one or more agents participated. It will include conversations where agents left just internal notes.
Use this filter to find conversations where agents sent out public replies to customers, rather than just leaving internal notes.
Public reply count
Use this filter to find conversations with a specific number of public replies to customers.
Private note count
Use this filter to find conversations with a specific number of internal notes.
Number of participating agents
Use this filter to find conversations based on the number of agents who sent replies or left internal notes.
Most active agent
Use this filter to find conversations based on agents who sent majority of replies.
Use this filter to find conversations based on a specific language.
Average word count
Use this filter to find conversations of a certain length.
Average character count
Use this filter to find conversations with a specific character number.
Use this filter to find conversations based on a specific email address.
Use this filter to check the conversations based on the agents who have for example already received a review.
Use this filter if you use both our app, the Browser Extension, and the custom integration (API).
Filers based on the date/time
Created date & Updated date
Use Created date to find conversations that were started by customers in a certain period of time. Updated date filter rule will show you all conversations that have had some actions on them (e.g. closed, new reply, new internal note).
Last reply date
Use this filter to find conversations based on the last time a reply was sent to your customer.
Rated date and Reviewed date
Use these filters to find conversations that were already reviewed but you want to go over them or you want to use them for Calibration.
Rated date = a conversation with or without a rating.
Reviewed date = a conversation with a rating or a comment.
Filters based on Klaus actions
Use this filter to find a conversation that has already received a review or use it to check which conversations have received reviews in the last 24h for example.
You can use the comment filter if you need to find conversations that have already been rated and commented on in Klaus or if you want to check what kind of feedback are the users getting.
This filter comes in handy when you want to find only conversations where your users have left a hashtag, for example, if you want to save specific examples for your calibration or if you need to follow it up on a #1on1 with your user.
Find conversations where a dispute happened.
Use this filter to find conversations you (or somebody else) decided to save within Klaus.
Use this filter to find conversations that were (not) rated based on one of your Rating categories from your Scorecards.
Use this filter to find conversations that were (not) rated on a specific Scorecard.
Use this filter to find conversations that have or have not yet been reviewed. You can also specify if you want to see the reviews done by yourself or by other users.
Use this filter if you want to check how your reviewers are doing, how many reviews have they done etc.
Use this filter to find only conversations which have either been reviewed or have not yet been reviewed.
Use this filter to find conversations with positive or negative sentiment.
Ineligible for review
*Sentiment and Spotlight are available only on Professional or Advanced plan.