Monitoring
Conversations
Monitor and evaluate AI agent interactions with customers
Our platform offers comprehensive tools to monitor and evaluate AI agent interactions with customers, ensuring quality and consistency in customer service. Below, we detail the key features and functionalities available on the Conversations page.
Conversations Overview
The Conversations page provides an in-depth look at all interactions between AI agents and customers. This section offers a detailed list of conversations, allowing you to monitor important aspects such as platform, status, duration, and flagged issues. Each conversation entry includes essential information to help you quickly identify interactions needing further review. For real-time handoff when the AI requests human assistance, visit the Inbox page.
Columns in the Conversations Table
The Conversations page displays the following columns:- ID: Unique identifier for each conversation, making it easy to reference and track.
- Platform: Indicates the medium used for the conversation, which could be Phone, SMS, Web, or Email.
- Contact: Displays the contact information or identifier for the customer involved in the conversation.
- Status: The outcome of the conversation (Completed, Abandoned, Failed, Transferred).
- Transferred: The conversation was transferred to a human representative.
- Duration: Displays the total length of the conversation, providing insight into engagement time.
- Last Message: The timestamp of the last message sent in the conversation, showing the most recent activity.
- Date: The date the conversation took place, allowing for chronological tracking.
- State: The current or final state in the conversation flow, indicating where the interaction ended or its current position in the flow.
- Flagged: Indicates whether the conversation was flagged for review by the AI review agent.
- Functions: Lists all the functions that were called by the AI agent during the conversation, providing visibility into actions taken and allowing for easier troubleshooting.
Call Status Indicators
- Completed: The conversation was successfully concluded.
- Abandoned: The customer ended the conversation prematurely.
- Failed: The conversation was unsuccessful due to technical issues or other reasons.
- Transferred: The conversation was handed off to a human representative for further assistance. This could be triggered by the AI agent or by a supervisor.
Conversation Details View
When you select a conversation from the list, the Conversation Details View provides a more granular look at the interaction. This view includes essential elements to understand the AI agent’s performance, review customer sentiments, and verify if the correct flow and settings were applied. The fields in the Conversation Details View are presented in the following order:- Platform: The medium used for the conversation (Phone, SMS, Web, or Email).
- Contact ID: Unique identifier for the customer involved in the conversation.
- Status: The outcome of the conversation (Completed, Abandoned, Failed, Transferred).
- Top 3 Sentiments: Displays the top three emotions or sentiments scored during the conversation, providing insight into the customer’s experience (e.g., gratitude, curiosity, confusion).
- Flow Name: Indicates the specific conversation flow that was used by the AI agent.
- Voice: If the conversation was a phone/voice call, this field displays the voice variant used.
- Reason: The purpose of the conversation, such as appointment booking, outage check, or support inquiry.
- Duration: Total length of the conversation, which helps gauge the level of customer engagement.
- Start and End: Timestamps marking when the conversation began and ended.
Export & Download Audio
In the top-right corner of the Conversation Details View, clicking on the three dots opens a menu with options for managing the transcript:- Export Transcript: Export the conversation transcript for documentation or further review.
- Download Audio: Download the audio for offline analysis.
Call Management Options
For live calls, the three-dot menu in the top-right corner of the Conversation Details View provides additional options for real-time call management:- Transfer: Allows you to transfer the call to an internal contact. Selecting this option will open a list of available Internal Contacts (configured on the Internal Contacts page) to whom you can transfer the call. This feature is useful for directing the customer to the appropriate representative based on their needs.
How to Transfer a Call
- Click on the three dots in the top-right corner of the Conversation Details View.
- Select Transfer from the dropdown menu.
- Choose the internal contact to whom you want to transfer the call. To add additional numbers, navigate to the Internal Contacts page.
Deleting A Conversation
The three-dot menu also includes options for general conversation management:- Delete: Remove the conversation from the list. This option is useful for clearing outdated or irrelevant conversations from the records.
Sentiment Analysis and Flags
Our platform includes real-time sentiment analysis to assess customer reactions throughout the interaction. This feature tags conversations with specific emotions, allowing a quick assessment of customer satisfaction and highlighting areas that may need improvement.- Sentiment Tags: Labels such as gratitude, curiosity, or confusion to indicate customer emotions during the conversation.
- Review Flags: Marked by the AI review agent, these flags highlight conversations for additional inspection based on detected anomalies or specific criteria.
Functions and Parameters
The Functions and Parameters section details each function called by the AI agent during the conversation. Reviewing this information allows you to verify the agent’s responses, ensuring accurate handling of customer requests and proper execution of intended actions.