How do I filter imported contacts?
Navigation prompt
Go to CONVERSATIONS > Click Imported contacts & filters
Once your contacts are being imported into evaluagent via an integration, custom filters allow you to quickly access any types of contact based on operational teams and/or by the meta-data that is associated with them using the custom fields that are present in your CRM or other contact management system.
These filters are particularly beneficial in displaying those contacts or contact types that you want to prioritise for QA in any part of your organisation.
Building a Filter
evaluagent provides a filter builder that lets you create filters using multiple criteria combined with AND/OR logic. These filters can be saved and reused, making it easy to quickly access specific subsets of your imported contacts.
Navigate to the Imported contacts & filters page
In the sidebar, you'll see a list of your saved filters
Click Create new filter to start building a new filter
Available Filter Fields
You can filter by:
Category | Description |
Integration Fields | Metadata fields imported from your integration (tags, status, priority, custom fields) |
Auto-QA Fields | Filter by Auto-QA scorecard results (if Auto-QA is enabled) |
evaluagent Insight Fields | Filter by detected Insight Topics (if enabled) |
Sentiment Fields | Filter by sentiment analysis results (if enabled) |
Evaluation Results | Filter by manual evaluation outcomes |
xMetrics | Filter by AI-powered predictive metrics (if enabled) |
Understanding Filter Logic
AND conditions — All conditions must be true for a contact to match
OR conditions — At least one condition must be true. You can create multiple groups, and contacts matching ANY group will be included
Saving Filters
After building your filter:
Click Save
Enter a descriptive Filter name
Optionally, check Available in reporting? to include this filter in reports
Optionally, check Set as default filter? to load this filter automatically
Click Save filter
Note: Filters attached to Auto Work Queues cannot be deleted until removed from all queues.