Sometimes valuable calls are excluded from analysis due to preset rules (like call length). With this update, you now have the power to review, filter, and reprocess calls that Shilo previously ignoredâgiving you full control over exceptions and edge cases.
How to Use the Call Exclusion & Reprocessing Feature
Step 1: Go to the Calls Page
From your main dashboard, click on the âCallsâ tab.
Step 2: Click âExcluded Callsâ
In the top-right corner of the Calls page, youâll see a new âExcluded Callsâ button. Click it to open the list of all calls that were filtered out by Shilo.
Step 3: Understand Why Calls Were Excluded
Each call will show the reason it was excluded. Common examples include:
Minimum call duration not met (e.g., under 5 seconds)
Maximum call duration exceeded (e.g., over 30 minutes)
Step 4: Filter by Exclusion Reason
Use the filter bar to narrow the view by exclusion criteria. For example:
Filter by âMaximum Call Durationâ to see calls that were too long
Click âApplyâ to see matching results
Step 5: Manually Reprocess a Call
Find a call you'd like to analyze (e.g., a valuable 33-minute call), then:
Click the âAnalyze Callâ button next to it
Shilo will begin processing that call as an exception
Once processed, it will reappear in your main Calls list
Step 6: Track Reprocessed Calls
Once reprocessed, the call is now fully visible in Shiloâalong with ratings, summaries, and insight featuresâjust like any other call.
Pro Tips
Use this feature to recover important conversations that may have been accidentally filtered out.
Helps especially for long, in-depth calls with clients that exceed duration limits but contain high-value insights.
Review exclusion settings with your admin if you notice frequent filtering of valid calls.
Have questions or feedback? Let the Shilo team knowâweâre always refining based on what matters most to you.