Filters

This article will guide you through the concept of filters, how they work, and how to create them effectively in Oversai.

Filters in Oversai

Filters in Oversai play a crucial role in segmenting different types of interactions, allowing users to focus on those that require action—whether for manual QM evaluations or other AI-driven workflows such as AI Process, AI Metrics, AI Tagging, and transcriptions.

What Types of Filters Can We Use in Oversai?

You can apply filters with the metadata fields and custom fields from out-of-the-box (OOB) integrations like Zendesk, Kustomer, Aircall, etc.

Additionally, when Oversai processes interactions using AI, it enriches them by adding an extra layer of filtering options, such as sentiment, topics, AI Metrics, and AI Process. This enables more precise segmentation and deeper analysis, helping you focus on the most relevant interactions for your quality evaluations and AI workflows.

How Does a Filter Work?

Let's explore how a filter functions in the context of a quality assurance (QA) evaluation process. These same filters can also be applied to AI processes, AI metrics, or AI tagging in Oversai.

In a QA setting, you could create filters to focus on specific criteria for evaluations. For example, you might want to filter customer service calls where:

• The customer gave a low satisfaction score.

• Calls with an AHT of more than N minutes.

• Tickets where the customer sentiment is negative and Topics are Downgrade or Cancellations.

This filter would help the QA team focus only on interactions that meet these predefined conditions, allowing them to identify patterns, address performance gaps, and provide feedback on the most critical cases. Filtering data in quality assurance improves the efficiency of evaluations by focusing on specific areas of concern.

In any case, filters simply improve clarity by refining the data to focus only on the most relevant segments for the task at hand.

How to Create a Filter in Oversai?

1. From the left-hand menu, click on the Data icon and select "Filters".

2. In the top-right corner, click the black "New Filter" button.

3. Give your filter a name, then choose the relevant integration, field, operation, and option to customize your filter. When you're finished click on the gray "+ Add Filter" button.

4. Remember, a filter can consist of multiple conditions, so feel free to add as many as you need. Just be sure to click the black "Create Filter" button at the bottom of the page when you're finished.

NOTE: All conditions added here work as AND statements. This means the filter will only find interactions that meet all the specified conditions simultaneously. For example, a ticket where Status = Closed and Priority = High must match both conditions at the same time.

Conclusion

Filters are simple but powerful tools that help you focus on the most important information, whether you're conducting quality assurance or handling other tasks. By adding different conditions, you can refine your data to display exactly what you need, making your work more efficient and effective. Mastering the use of filters can save time and lead to better decision-making. These same filters can also be applied to AI processes, AI metrics, or AI tagging in Oversai.