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Search and analytics

CXP includes search and analytics tools for finding historical conversations and reviewing operational performance.

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Search conversations

Use Search when you need to find conversations outside the active queue. Search supports:

• Date range filtering
• Keyword search
• Status and priority filters
• Advanced natural-language search when enabled
• Generated query inspection when available
• Server-backed pagination and sorting
• CSV export for the current search when allowed

Open a result to review the conversation in the Conversations workspace.

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Use search responsibly

Search can expose customer history according to your permissions. Avoid exporting or sharing search results unless your role and tenant policy allow it.

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Analytics

Use Analytics to review support performance and AI Assistant behavior. Analytics can include:

• Conversation volume
• Escalated conversation volume
• Time to agent
• Customer satisfaction estimates
• AI Assistant dashboard metrics
• Filterable charts and date ranges

Use analytics for operational review, not as the sole source of truth for a single conversation. Open the conversation record when you need exact details.

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Common workflows

Use search and analytics to:

• Find a prior conversation before replying.
• Review unresolved or pending work.
• Identify high-priority trends.
• Compare AI-handled and human-handled work.
• Investigate a customer satisfaction trend.