When your call volume grows, finding the right calls becomes more important than seeing all calls.
Enthu provides multiple search and filter options to help you quickly narrow down calls based on QA status, AI insights, and call behavior.
This article explains what you can search, what you can filter, and how to combine filters effectively.
1. Searching calls
What you can search
You can search calls using:
Application number
Call ID
Phone Number (incoming/outgoing)
You can search on the Call Analysis screen, and you will get the results.
If search returns no results
Check:
Exact value (no extra spaces)
Correct date range
Whether the field is actually mapped in your integration
2. Finding calls based on AI score
Example use case
“I want to see calls where AI score was less than 100”
How to do it
On the Call Analysis screen, click on Auto QAed Calls
Apply AI score filter
Set condition (e.g. less than 100)
Important note
AI score is calculated only after processing is complete
Calls still in processing will not appear in score-based filters
This filter is available in Auto QAed Calls.
4. Finding calls based on call behavior (e.g. hold time)
Example use case
“Show calls where hold time was more than 3 minutes”
How it works
Use call metrics filters such as:
Hold time
Common confusion
To enable this functionality, you have to reach out to your account manager.
5. Finding calls where agents contested feedback or accepted feedback or it is still pending at agent’s end
When this is useful
QA managers reviewing disputes
Auditing evaluation quality
How to filter
Use filter by “Calls reviewed”
Select “Reviewed & rejected”
Note: You have the option to view the ones which are:
- “Reviewed & accepted”
- “Reviewed & pending”
For this agent either have system access or if not, the feedback has to be shared.
6. Why your search or filters may return no results
Before assuming data is missing, check:
Date range (most common issue)
Multiple filters applied together
Role-based access limitations
Agent or team restrictions
AI processing status
Best practice
If results look empty:
Clear all filters
Apply one filter at a time
Narrow down gradually
Other Filters you can apply on Call Analysis Screen:
Team & Agent Filters
These filters help you narrow calls based on who handled the call.
By Teams – View calls handled by specific teams
By Agents – View calls handled by selected agents
By Groups – Filter calls by agent groups (if configured)
Call Content & Behavior Filters
These filters focus on what happened during the call.
By Moments – Show calls where specific moments were detected
By Call Type – Filter by inbound, outbound, or other call types
By Hold Time – Find calls based on hold duration
By Call Duration – Filter calls within a specific duration range
By Call Language – View calls by detected language
Call Status & Review Filters
These filters help you understand the evaluation or review state of calls.
By Call Status – Filter calls by their processing or availability status
By Calls Reviewed – View reviewed vs unreviewed calls
By Caller Type – Filter based on caller category (if available)
Quality & Evaluation Filters
These filters are useful for QA and performance analysis.
By Script Score – Filter calls by score range
By Auto QA / Manual QA status (if enabled)
By Contested Evaluations – View calls where agents contested feedback
Custom & CRM Filters
If CRM or custom fields are integrated, additional filters are available.
By Call Tags – Filter calls using applied tags
By Deal Status – Filter based on CRM deal stage
By Call Disposition – Filter calls by disposition
By Campaign – View calls linked to specific campaigns
By CSAT Score – Filter calls based on CSAT values