How To Filter Customer Data from Conversation History Efficiently

Understanding Dialpad Conversation History

Reviewing past customer encounters is made simple and easy with Dialpad's Conversation History function. You can narrow down results using only the necessary filters, making it easier to find specific calls, messages, and voicemails.  This allows you to quickly find interactions from the previous 365 days, which improves customer engagement and facilitates follow-ups.

Filtering Conversation History in Dialpad

 

Dialpad provides several filtering options to help you quickly locate relevant interactions.

Based on feedback from our clients, the User or Groups and Call Participants filters are often confused when first using the search function. Here’s how they differ:

• User or Groups – This filter is meant for selecting internal users or groups within your organization. It helps you view interactions involving specific team members who have a Dialpad account. Use the search bar or drop-down menu to find and add users or groups within your company.

• Call Participants – This filter is designed for searching external contacts, such as clients or customers who have interacted with your team. Use this option to find conversations based on a customer’s phone number or contact details.

Understanding the difference between these two filters ensures you retrieve the right interactions quickly and efficiently.

• Custom Date (Date Range) – Set a specific timeframe for the interactions you want to view. You can also choose from preset options like the past week, past month, quarter, or six months, or select a custom date range using the drop-down menu.

• Conversation Type – Filter interactions based on type:

   

  All conversations	Includes calls, Dialpad meetings, and digital interactions.
  Only calls	Excludes meetings and digital interactions.
  Only meetings	Excludes calls and digital interactions.
  Only digital	Digital Engagements (Messages).

   

• Duration – Filter interactions based on their length. Use the slider to set the minimum and maximum duration (0s - 1 hr and 30 minutes).

• Hour of Day – Filter interactions based on a specific time of day. The displayed timezone follows your office settings.

  
  Untangled Pro Tip: Optimising Company Jargon for Better Call Insights
  

  Enhancing your Dialpad AI with company-specific jargon or keywords can significantly improve call accuracy and help your business track important conversations. By training Dialpad AI to recognise industry terms, product names, or internal phrases, you can prevent missing out on conversations where your business terms are mentioned.

  This feature allows you to:

  • Identify when your products or services are mentioned in conversations.
  • Improve call transcription accuracy based on customer and team pronunciations.

  
  
  

   

• Moment – Identify customer interactions that include specific Moments.
  Find specific Moments using the search bar, then select if consumers, agents, or both discussed them. Moments can include action items, addresses, call purposes, phone numbers, dates, and sentiment-based cues like positive or negative sentiment.

  Dispositions – Filter interactions by specific call dispositions. Use the search bar to quickly locate and apply the relevant disposition filters.

• Call Category – Filter calls based on their status, direction, or category, such as inbound or outbound calls.

  Internal and External – Choose to view all calls, only internal calls (within your organisation), or only external calls (from customers or outside contacts). You can also include or exclude self-calls.

  Call Purpose – Narrow down interactions based on the purpose of the conversation. Select from preset categories to quickly find relevant calls. These filters allow you to refine your search, making it easier to find and analyze past conversations.