How do I filter imported contacts?
Required Feature Flags
The following permissions are required to use this feature:
Required Permissions:
View Imported Contacts — to access the Imported contacts & filters page
Manage Filters — to create, save, edit, or delete custom filters
Filtering Imported Contacts
Go to Conversations > 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.
What's saved with a filter (and what isn't)
A saved filter remembers the conditions you built in the filter builder — the fields, values, and AND/OR groupings. It does not save the controls at the top of the page, which are applied fresh each time you load it:
Date range — set from the date picker each time. The default (last 30 days) applies unless you change it.
Agent and team selection — the agent and team pickers at the top of the page are applied live and reset each time. They are not saved with the filter, so loading a saved filter won't bring back your previous agent or team selection.
If you need the same agents or teams every time, you have two options that do persist:
Custom Reporting Groups — hand-pick agents (or build a SmartGroup that populates automatically) into a named group you can reuse across reports and filters. See Custom Reporting Groups.
Filter on integration fields — if your integration imports a team, queue, or assignee field, you can add it as a condition in the filter builder. Conditions like these are saved with the filter.