Use filters in Shilo to narrow a large set of calls into the specific conversations you want to review, coach from, or turn into role play practice. The same filter set can be used from the Insights tab, Calls tab, and Role Plays tab.
The embedded video below walks through the process.
When to use filters
Use filters when you want to:
- Find calls with a specific objection, outcome, source, rating, or time frame.
- Create a focused set of calls for Shilo Insights to review.
- Find strong five-star calls to share with your team.
- Find good examples to add to the Roleplay Team Library.
- Review role plays that match certain criteria.
This controls the call set that your filters will narrow down.
Step 2: Open the filter set
Open the filter menu from the page you are working in. Depending on the page, you may see filter options such as:
- AI model
- Group
- Keywords
- Number of calls made
- Objections
- Outcomes
Where filters are available
You can use the filter set in these areas:
- Insights
- Calls
- Role Plays
The filters work the same way in each area, so once you learn the workflow in one place, you can use it across the others.
Step 1: Choose your time frame
Start by choosing the time range you want to review. For example, you can look at the last 30 days, last week, or another available time period.- Ratings
- Source
Step 3: Add your first filter
Choose the first criteria you want to use.
Example: If you want to review calls where people raised pricing or timing concerns, add an Objection filter for Price and Timing.
Step 4: Stack additional filters
Add more filters to narrow the list further. Each added filter reduces the results so you can get to a more useful call set.
Example filter stack:
1. Objection is Price and Timing.
2. Outcome is Next Step Created or another outcome you want to inspect.
3. Call count or call range matches the group you want to review.
4. Source is the most common source you want to focus on.
Use AND when you want calls to match multiple criteria at the same time. Use OR when you want calls that match any of the selected criteria.
Step 5: Apply the filters
Click Apply to run the filter set. Shilo will update the results to show only the calls or role plays that match your criteria.
In the video example, applying the selected filters narrowed the results down to five relevant calls.
Step 6: Use filtered calls with Shilo Insights
After filtering in Insights, use the Shilo Insights button to review that specific group of calls. This helps Shilo generate coaching around the exact call type or pattern you want to improve.
This is useful when you want to answer questions like:
- How can we get better on pricing objections?
- Are agents creating clea
Step 8: Use filters in Role Plays
In the Role Plays section, use filters to find role plays that were completed in specific ways. This can help managers review practice activity, find examples, or understand how agents are progressing.
Best practices
- Start with one clear coaching question before adding filters.
- Add filters gradually so you can see how each one changes the result set.
r next steps?
- Which call patterns are showing up most often?
- What should we practice next in Role Play?
Step 7: Use filters to find strong call examples
On the Calls tab, you can use the same filters to find high-quality examples.
For example:
1. Open the Calls tab.
2. Open the filter set.
3. Choose Rating.
4. Select five-star calls.
5. Click Apply.
Use these calls as examples of what strong conversations sound like. You can share them with agents or add them to the Role play Team Library.- Use five-star calls as examples for agents to learn from.
- Use filtered lower-rated calls to find targeted role play practice opportunities.
- Save or share useful call sets when they support team coaching.
What to do next
Once you find the right calls, decide how you want to use them:
- Run Shilo Insights on the filtered set.
- Open individual calls for review.
- Add strong examples to the Role play Team Library.
- Share five-star examples with your team.
- Create targeted practice opportunities for agents.