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Collections group related conversations for review. Exports let you take a filtered result set into an approved analysis workflow.

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Use collections

Create a collection with a descriptive name, then add or remove conversations from it. Use collections for a bounded review set such as a campaign cohort, escalation sample, or regression test. Deleting a collection unlinks its conversations; it does not describe a deletion of the conversations themselves.

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Export conversations

Apply filters for time range, agent, campaign, collection, tag, status, channel, end result, or sentiment, then select Export. Persistence starts the export using the active filters. Review exported data under your organization’s storage, access, and retention requirements. Apply PII controls before sharing or moving call data.