Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Admin |
Filters decide which conversations reach reviewers. Get this wrong and you review an unrepresentative slice.
Create one
- Open the filters in the workspace.
- Set the conditions: channel, group, period, tags.
- Check how many conversations match.
- Save, and look at a sample of what it selects.
Random beats targeted, mostly
A filter that selects only escalated or badly rated conversations tells you what goes wrong and nothing about ordinary work.
Most of your quality lives in ordinary conversations, and that is what a random sample catches.
Where targeted filters earn their place
- A new agent, reviewed more closely for their first weeks.
- A specific process you have just changed.
- Low satisfaction ratings, as a separate exercise from routine reviewing.
Keep those alongside a random sample rather than instead of it.
Check the volume
A filter matching four conversations a week starves reviewers; one matching four hundred means they pick the short ones. Aim at slightly more than you plan to review.
Watch for accidental exclusions
A filter on one channel excludes the others entirely, and a filter on a tag excludes everything untagged. Both look like a full picture and describe a fraction.
Sample what it selects
Read five conversations it picked and ask whether they look like your normal work. That check catches most filter mistakes in two minutes.
Revisit after any change
New channels, new tags, a renamed group. Filters break silently when the thing they reference changes.
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