Filters
1. What is the Session ID used filter?
This filter allows you to search for conversations based on the session ID (i.e., what content or section Claudia used in the response).
To use this filter, you need to enable it in the Hub settings: go to Settings → Other Settings → Show Session ID filter.
2. How does the Helpdesk ID filter work?
This filter allows searching for conversations by the external identifier assigned to the ticket by your support system (such as Zendesk, Freshchat, etc.).
In the case of Freshchat, there is a peculiarity: the ID that appears in the URL (the "internal ID") may be different from the ID used in Claudia's filter.
To perform the correct search, it may be necessary to convert the internal ID to the ID used by the filter using the Freshchat API or request this conversion from support.
3. What are the Start Date / End Date filters for?
These filters limit the time period of the analysis, showing only conversations that were closed within the specified range.
They are essential for time-based searches, monthly comparisons, trend analysis, and specific audits.
4. What does the Tags filter mean?
Allows filtering only those conversations that received certain tags during their flow or at closing.
For example: login_error, billing, complaint.
If no tag filter is specified (or "All" is selected), all conversations will be displayed regardless of whether they have tags or not.
5. What is the purpose of the Audit filter?
This filter can be used to segment conversations that have already been audited from those that have not.
Useful for quality teams, reviews, or controls, to focus only on conversations that have been analyzed or those that need to be analyzed.
6. What can the Identifier (Customer / Agent / AI) filter mean?
This field probably defines who initiated the conversation:
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Customer — conversation started by the end user
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Playground — test conversations created in the Playground screen
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Optimizer — batch-created conversations based on system history for evaluation. Usually done before launching new operations
This filter helps differentiate automated flows from those initiated by humans.
7. What is the Resolution (N1 / N2) filter for?
Although not explicitly documented, it is reasonable to assume this filter classifies the type of resolution of the conversation:
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N1 — conversations resolved by AI (ClaudIA)
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N2 — conversations that required human intervention (handover)
With this, you can measure Claudia's autonomy versus cases that demanded escalation.
8. What does Reason for Resolution mean?
This filter lists the recorded reasons when closing a conversation. It indicates which functionality was used to finalize in N1 or to transfer to N2 in each conversation.
For a clearer parameter, you can access our FAQ category "Conversation Closure" or view the "Resolution Reason" in the internal note of each conversation.
This helps you understand why conversations were closed, in addition to their status.
9. What is the purpose of the A/B Test filter?
This filter allows selecting conversations belonging to one of the experiment groups (A or B), useful when you or your team are testing different versions of flow, prompts, or AI models.
It is a helpful tool for performance comparison between variations.
10. What does Intent / Topics mean?
This filter likely allows selecting conversations based on the LAST topic or intent identified by Claudia. The main use case is filtering cases where: Claudia identified the end and needed to close OR "Bot Sale (Forward to Human Check and Forward to Human Multi-prompt)"
11. What could Gen CX Score be?
This field represents a score of experience or sentiment generated by the AI (similar to a customer rating or an internal metric).
If available, it allows filtering conversations based on the AI's assessment (positive, neutral, negative).
It helps prioritize audits at risk of being detrimental or cases where the AI did not behave as most appropriate.
12. What is the purpose of the Eddie Only filter?
It is also a reasonable assumption that this filter allows viewing only conversations responded to by the "Eddie" model — an advanced or specific version of Claudia.
This would be useful to compare Eddie's performance versus the standard AI responses.