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.
How do I find conversations to review?
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.
Filters are divided into 3 sections, they are based on data relating to:
Filters based on date
Find conversations based on when they were closed in your help desk.
Find conversations based on when a comment was left on a conversation in Klaus, either as a part of the review or a standalone comment.
Find conversations that were started by customers in a certain period of time.
CSAT survey reply date
Find conversations based on the date when the survey reply was sent.
CSAT survey sent date
Find conversations based on the date when the survey was sent out.
Last reply date
Find conversations based on the last time a reply was sent to your customer.
Find conversations that were already reviewed but you want to go over them or you want to use them for Calibration.
Updated date filter rule will show you all conversations that have had some actions on them (e.g. closed, new reply, new internal note).
Filters based on conversation data
Spelling & grammar
Find conversations based on the communication channel such as email, chat, call.
Find conversations containing a specific key word or phrase in the textual conversations (does not work for call transcripts).
Find conversations based on the first message in the conversation.
Find conversations based on the group they belong to in your help desk.
Find conversations based on the current status (e.g. open, pending, closed, solved).
Find conversations based on the subject or the topic of the conversation.
Find conversations based on the tags from your help desk.
Find conversations based on the type or category that describes the nature of the conversation (e.g. inbound, outbound).
Find conversations based on their language.
Find conversations that were starred either by you or other team members.
Find conversations with a transcript of the call recording.
Find conversations which were or weren't viewed by the currently logged in user.
Agent reply count (AI)
Find conversations based on a specific number of messages sent by the agent(s).
Average character count (AI)
Find conversations with a specific character number.
Average word count (AI)
Find conversations of a certain length.
Call duration (in seconds)
Find only phone call recordings of a certain duration. That way you can focus on giving reviews to calls of a certain length.
Conversation private note count (AI)
Find conversations that contain internal notes.
Conversation reply count
Find conversations based on the replies sent by both the agent and the customer (including internal notes).
CSAT per message
Find conversations with satisfaction scores per individual message.
Customer reply count (AI)
Find conversations based on the number of replies sent by your customer.
Most active agent (AI)
Find conversations based on the name of the most active agent in conversations handled by multiple support reps.
Number of participating agents (AI)
Find conversations based on the number of agents who were participating in a conversation (including the ones who left an internal note).
Public reply count (AI)
Find conversations based on the number of messages by the agent (internal notes not included) and the customer.
Satisfaction score (CSAT)
Find conversations based on the feedback result.
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.
Find conversations based on the external reference ID linked to the conversation.
Find conversations based on who participated in it (including users who have left internal notes).
Find conversations based on the phone number (e.g. your customer's phone number).
Find conversations based on the agents who sent messages to your customers.
Find conversations based on an email address that was included in the conversation.
Find conversations based on who the reviewer was (or wasn't).
Find conversations based on who the recipient of the review was (or wasn't).
Find conversations based on the user role or type involved in the conversation.
REVIEW AND FEEDBACK:
Find conversations which contain (or don't) a review with a comment or a standalone comment.
Find conversations based on a hashtag in a review.
Find conversations which were disputed.
Find conversations which were or weren't reviewed.
Find conversations which were reviewed and check if the reviewee has seen it or not.
Find conversations based on the scorecard that was used to leave the review.
Find conversations based on
SPOTLIGHT (AI based filters)
Filters based on Help Desk
Depending on the data that is available from your help desk, here you will see custom* filters that will reflect your help desk setup.