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Views let you save filter combinations as reusable presets in your conversations sidebar. Instead of re-applying the same filters every time, save them as a named view and switch between them with one click.

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Creating a View

1

Open the Conversations page

Navigate to Conversations in the left sidebar. You’ll see your brands listed, and below them a Views section.
2

Click 'Create new view'

At the bottom of the Views section, click Create new view to open the View Builder.
3

Name your view

Give the view a descriptive name (e.g., “Open VIP Tickets” or “Unreviewed This Week”). Pick an emoji icon to make it easy to spot in the sidebar.
4

Set your filters

Choose any combination of filters:
  • Agents — filter by specific AI agents
  • Brands — filter by brand
  • Statuses — Open, Closed, Escalated, etc.
  • AIPs — filter by specific AI Procedures
  • Categories — filter by ticket classification
  • Review Status — All, Reviewed only, or Unreviewed only
  • QA Score Ranges — set min/max scores per QA category
5

Save

Click Save. Your new view appears in the sidebar under Views.

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Using Views

Click any view in the sidebar to instantly apply its filters to the conversation list. A small ✕ button lets you clear the active view and return to the unfiltered list.

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Editing and Deleting Views

Click the ⋯ menu on any view to:
  • Edit — update the name, emoji, or filters
  • Delete — archives the view (it won’t appear in the sidebar anymore)

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View Metrics

Each view has a Metrics panel. Click the arrow next to a view to expand it, then click 📊 Metrics to see:
  • Total Conversations — how many tickets match this view
  • AICSAT Score — average AI quality score
  • Average Handling Time — how long tickets take to resolve
  • Average First Response Time — how quickly the first reply goes out
  • Agent Performance — per-agent quality breakdown
  • Trend — daily AICSAT trend chart
You can adjust the date range and export metrics as CSV or XLSX.

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Limits

Each workspace can have up to 35 views. This limit is shared across all users in the workspace. If you’ve reached the limit, archive views you no longer need to free up space.
Views are workspace-wide — all users in the workspace see the same set of views.

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Tips

  • Use views for recurring reviews — create views like “Unreviewed Last 7 Days” or “Escalated + High Priority” to streamline your daily QA workflow
  • Combine with QA score filters — views with score range filters help you quickly find conversations that need attention
  • Export for reporting — use the metrics export to pull data into spreadsheets for stakeholder reports