Conversation Search & Filter System

The Search button opens a comprehensive search modal with multiple filtering mechanisms for locating specific conversations.

Figure 1 — Full search modal

1. Contacts HeatMap

A visual calendar-based date selector showing conversation volume density. Each square = one day, color-coded from light (fewer) to dark green (more). Click two squares to set a date range, which auto-populates the Start/End Date fields.

Figure 2 — Contacts HeatMap with monthly calendar view

2. Environment Filters

Four dropdown filters on the right-side scope searches to specific environments:

Filter	Description
Stage	Deployment environment (PROD, UAT, DEV, QA).
Env Name	Specific named environment within a stage.
Location	Geographic/infrastructure location (e.g., us-west-2).
Service Name	Assistant name filter. Service Name = Assistant Name.

3. Contact Filter — Three Search Modes

3.1 Basic Mode

Six field-level filters: Contact ID, Service Disposition, User Endpoint (ANI), System Endpoint (DNIS), Transfer Reason, and Disconnect Reason.

Figure 3 — Basic contact filter fields

3.2 Query Mode

Advanced query builder with field-operator-value conditions (e.g., ContactId == [value]). Add Filter and Add Logic buttons enable complex multi-condition searches with AND/OR logic.

Figure 4 — Query mode: conditional search builder

3.3 Contact ID List Mode

Bulk search by pasting multiple conversation UUIDs (one per line). Supports drag-and-drop text file import.

Figure 5 — Contact ID List mode with bulk UUID entry

Figure 5 — Filtered results after search execution

4. Basic Reporting Tier Summary

The Basic Reporting Suite is included free with every IX Hello deployment and provides six core metrics:

#	Metric	Dashboard Location
1	Assistant Counts	Section 3.2 — Treemap
2	Containment Rate, Transfer Rate by Date	Section 3.3 — Bar Chart
3	Conversations Count by Date per Disposition	Section 3.5 — Bar Chart
4	Conversations Count by Date and Channel	Section 3.4 — Line Chart
5	Avg Conversation Duration by Date, Channel	Sections 3.7 & 3.8 — Line Charts
6	Conversations Count by Assistant	Section 3.2 — Treemap KPIs

The Premium Reporting Tier adds 41 additional metrics including duration analysis, peak hour analysis, goal metrics, interaction-level metrics, intent analytics, and team/user dimension support via embedded Tableau workbooks.