Using filters in Birdie

Regardless of the filter type, the following predefined fields are available for filtering:

• Feedback Intention: Categorizes the purpose behind the feedback.

• Sentiment: Indicates the emotional tone of the feedback.

• Source: Identifies where the feedback was submitted.

• Feedback Details: Provides specific content of the feedback.

• Custom Fields: Allows filtering based on user-defined criteria.

Within "Feedback Details," in addition to organization-specific particulars, there are two standard filtering fieldsWithin "Feedback Details," in addition to organization-specific fields, there are two standard filtering options:​

• Signal: This filter identifies whether the feedback contains interpretable text. Options are "Yes" (the feedback includes text) or "No" (the feedback does not include text). For example:​

  • Yes: Detailed customer service interactions where customers provide comprehensive explanations.​

  • No: Blank responses or extremely brief comments lacking context, such as an empty feedback form or a single character input.​

  
  

  While most tickets, like in-depth customer service conversations, will have a "Yes" signal due to their structured sentences, feedback from app reviews, CSAT (Customer Satisfaction) surveys, and NPS (Net Promoter Score) surveys may not, especially if they lack substantive comments.​

• Has Aspect: This filter determines whether the comment contains actionable and relevant content. Options are "Yes" (the comment has actionable content) or "No" (the comment lacks actionable content). For instance:​

• Yes: "The app crashes when I try to upload a photo."​

• No: Generic remarks like "Great!" or "Didn't like it," which don't provide specific insights.​

For detailed information on sentiments and intentions, please refer to the dedicated documentation on these topics.

Please note that "Feedback Details," "Source," and "Custom Fields" are specific to each organization. If you have any questions or need clarification regarding these fields, please consult our internal team for assistance.

For targeted searches, especially when dealing with specific subjects, keyword filters are highly effective. By utilizing the search box within areas or opportunities, you can filter feedback containing specific keywords.

• Using "OR" for Multiple Keywords: To filter feedback containing any of several keywords, separate them with "OR".

  • Example: "Zelle OR credit OR debit"

    • This filters feedback containing "Zelle," "credit," or "debit".

• Using "AND" for Combined Keywords: To filter feedback containing all specified keywords, use "AND".

  • Example: "card AND credit"

    • This filters feedback containing both "card" and "credit".

• Combining "AND" and "OR" for Specific Searches: For more refined searches, combine both operators.

  • Example: "card AND (credit OR debit)"

    • This filters feedback containing "card" and either "credit" or "debit".
      

Birdie’s search also supports the complete set of options available in Elasticsearch’s Query String Syntax, including proximity operators and other advanced parameters.

For example, you can use proximity search to find terms that appear close to each other, regardless of order:

1. Simple Filters: These are cumulative filters connected by an "AND" relationship. When multiple simple filters are applied, Birdie displays data that meets all specified criteria simultaneously.

1. Advanced Filters: Advanced filters enable more complex data segmentation through the use of "AND" and "OR" operators. This functionality allows for nuanced data queries, facilitating precise analysis. For a comprehensive understanding of advanced filter clauses, refer to Birdie's documentation on filter clauses.

Mastering the use of simple and advanced filters in Birdie empowers users to conduct precise analyses and tailor the feedback environment to their needs. By effectively utilizing these filtering options, you can enhance the relevance of insights and optimize the use of Skye within the platform.