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Voice conversations page with an environment filter chip, a Filters side panel for building further conditions, and a Start time / Contact / Summary table
Web chat conversations page with the Production view pinned, an Environment is Live filter chip, and a 7 conversations in progress banner above the table
Conversation Review side panel showing the Transcription tab, four toolbar tabs, and a conversation transcript
Use Conversations to inspect what actually happened on a conversation: transcripts, topic matches, function execution, and latency. When standard or custom metrics show a problem (containment dropping, safety flags rising), use this UI to diagnose the root cause.
Conversations is split into two scopes in the sidebar: Voice for voice calls and Web chat for webchat sessions. Both scopes share the same review, annotation, and diagnosis tools.
Iterate from a conversation with Agent Builder. After reading a transcript, ask Agent Builder to fix what broke — “the agent kept asking for the date even after the caller said ‘tomorrow’; fix relative-date extraction in the booking flow”. See Iterate after a call.
Dashboards show aggregate trends; Conversations is where you drill into the individual calls behind those numbers: what topics matched, what functions ran, what the LLM saw on each turn.
For QA workflows, see QA and analytics. For performance analysis, see Performance monitoring.

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Features

Conversation review

Browse, filter, and inspect individual conversation transcripts, both live and completed. Export data for reporting.

Views

Save and share filtered conversation lists as named views for recurring QA workflows.

Annotations

Flag transcription errors or missing topics during review. Feeds a continuous improvement loop for ASR and your Knowledge area.

Conversation diagnosis

Toggle debugging layers to see conversation variables, flow paths, function calls, topic citations, and turn latency.

Dashboards

See aggregate performance trends before drilling into calls

Smart Analyst

Surface patterns across conversations with natural-language queries

PolyScore

Understand the automated quality score on each conversation
Last modified on June 1, 2026