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Report Search

Search and view individual CallCoach reports for specific calls or chats.

Click the Search Reports button on the main Reports page.

Search Form

Use the available filters to find specific reports:

  • Team — select a specific team
  • Agent — select a specific agent (often filtered by the selected team)
  • Date Range — specify "From" and "To" dates (maximum 6 weeks)
  • Keyword Search — enter terms to search within the content of the reports (summaries, AI-generated notes, transcripts)

Advanced Search Options

  • Enable Advanced Search — search for reports where a specific Metric falls within a Min Score and Max Score range (0–100)
  • Search by Custom Field — search based on custom boolean fields from your call data
    • Custom Field — select a boolean field from the dropdown (fields are based on yes/no fields in your CallCoach report template; contact support if you're missing any)
    • Custom Field Value — choose whether to search for "true" or "false"
  • Search by CCSAT Score — filter by CallCoach Customer Satisfaction score range (1–5 scale)
  • Search by Emotional Journey — filter by the customer's emotional state at the start and end of the call (e.g., Negative, Neutral, Positive, Hopeful, Satisfied, Frustrated)
  • Chat Search — toggle to search for chat interaction reports instead of call reports

Search Results

Matching reports are displayed in a table with columns including Agent Name, Date, Team, CCSAT score, and other metrics.

  • The CCSAT column shows the CallCoach Customer Satisfaction score (1–5) for each call, or "-" if not available. Chat conversations don't have a CCSAT score as there is no voice emotion to analyse.
  • The table is sortable (including by CCSAT score) and has pagination for large result sets
  • Click on a row or View button to open the report details in a modal

Report Details Modal

Shows the full CallCoach analysis for the selected interaction, including scores for different metrics, summaries, and potentially a transcript or call recording player.

  • Print/Save PDF Button — print the report or save it as a PDF document

Common Questions

What's the maximum date range I can search for?

The report search limits the date range to a maximum of 6 weeks to ensure performance.

How does the Keyword Search work?

It searches for entered keywords within the textual content of CallCoach reports, including call summaries, AI-generated notes, and transcripts if available.

I'm trying to search by metric score, but the options are greyed out.

You need to first enable the Enable Metric Search toggle. Once enabled, you can select a metric and enter the desired score range.

How can I find reports for chat conversations instead of calls?

Enable the Chat Search toggle on the search form to filter results to show only chat reports.

Can I save a report as a PDF?

Yes, when viewing a report in the modal window, click the Print/Save PDF button to open your browser's print dialog where you can save as PDF.

The search results table is empty, but I know there should be reports.

Double-check your search criteria: is the date range correct and within the allowed limit? Are the Team and Agent selections accurate? If using keyword or metric search, try broadening your search. Ensure you have selected the correct type (Call or Chat). Data population depends on integration and processing schedules.

How can I export a large amount of report data?

The dashboard search is designed for viewing individual reports. For bulk data exports, contact Icana.AI support at support@icana.ai. See also Exporting Data.

See Also