Filters help you narrow a large set of calls, insights, or role plays into a smaller group that matches what you want to review. Instead of looking through every call manually, you can use filters to find calls with specific patterns, ratings, objections, outcomes, sources, and time frames.
The embedded video below shows the filter set in action. This article focuses on the filter concepts from the beginning of the video.
Where filters work
The same filter set can be used in three main places:
- Insights
- Calls
- Role Plays
Because the filters work the same way across these areas, the main difference is what you do with the results after filtering.
What filters actually do
A filter tells Shilo which records should stay in your results.
For example, if you filter by Objection = Price and Timing, Shilo keeps only the calls where that objection appears. If you then add Outcome = Next Step Created, Shilo narrows the results again based on that outcome.
Each added filter makes the result set more specific.
Common filter types
Time frame
The time frame controls the starting group of calls. For example, you may look at the last 30 days, last week, or another available period. Every other filter narrows from that starting group.
AI model
This filter helps narrow results based on the model or analysis setup used for the call.
Group
This filter helps you focus on a specific team, group, or segment.
Keywords
This filter looks for keywords that have been entered or tracked in Shilo. Use it when you want to find calls connected to a specific topic or phrase.
Number of calls made
This filter helps narrow based on call activity or call-count criteria. It is useful when you want to focus on a specific volume or range of calls.
Objections
This filter finds calls where a specific objection appeared, such as price or timing. This is helpful when you want to coach on how agents handle common objections.
Outcomes
This filter finds calls with a specific result, such as whether a next step was created or left undefined. This is useful for reviewing whether agents are keeping momentum after a conversation.
Ratings
This filter finds calls by star rating. Use lower-rated calls to find coaching opportunities, or use five-star calls to find strong examples for the team.
Source
This filter finds calls from a specific lead source or origin. It is useful when you want to understand how calls from one source are performing.
How filters stack
Filters can be stacked together. Stacking means you add more than one condition to narrow the results.
Example:
1. Start with calls from the last 30 days.
2. Add Objection = Price and Timing.
3. Add Outcome = Next Step Created.
4. Add Source = the source you want to review.
5. Click Apply.
The final results only include calls that match the selected filter combination.
AND vs OR
Some filters let you decide how multiple criteria should work together.
Use AND when you want results to match all selected criteria. This makes the results narrower.
Use OR when you want results that match any selected criteria. This keeps the results broader.
If your results are too broad, use AND or add more filters. If your results are too narrow, remove a filter or use OR where appropriate.
What to do when you have filtered results
Once you have a filtered set, you can use it in different ways:
- Run Shilo Insights on that specific group of calls.
- Open individual calls for review.
- Find patterns around objections, outcomes, or sources.
- Identify coaching opportunities.
- Find five-star examples to share with agents.
- Find calls worth adding to the Role play Team Library.
Practical examples
Use filters to find coaching opportunities
Filter for calls with a specific objection and an unclear or undefined next step. This helps you find calls where agents may need practice keeping momentum.
Use filters to find strong examples
Filter for five-star calls. These can be shared with the team or added to the Roleplay Team Library as examples of strong conversations.
Use filters before Shilo Insights
Apply filters first, then run Shilo Insights. This helps Shilo analyze the specific call group you care about instead of reviewing everything at once.
Troubleshooting filter results
If you see too many results:
- Add another filter.
- Use AND when available.
- Narrow the time frame.
If you see too few results:
- Remove one filter.
- Use OR when available.
- Expand the time frame.
- Check whether the selected criteria are too specific.
Best practice
Start with the question you are trying to answer. Then build your filter set around that question.
For example:
- Which price objection calls ended with a clear next step?
- Which five-star calls can we use as examples?
- Which role plays were completed around a specific scenario?
- Which source is producing calls that need more coaching?
Good filters help you move from a large call list to a focused set of conversations that can guide better coaching, stronger insights, and more targeted role play practice.