Review

Clicking on a call in the Conversations screen opens the Conversation Review page, which provides detailed insights into the selected interaction:

• Call details: Phone number, duration, environment, timezone, and time of the call.
• Call summary: A quick LLM-generated summary of the interaction.
• Conversation turns: Displays agent and human dialogue in chronological order.
• Topic mapping:
  • For human responses: Displays matched topics in the knowledge base.
  • For agent responses: Shows the cited knowledge base topics.
• Call audio: Replay and analyze the interaction between the customer and the agent.

The Conversations interface logs and displays all customer interactions. Key functionality includes:

• Viewing metadata: Access details like call duration and timestamps.
• Filtering conversations: Segment calls by start time, number, duration, call flows, characteristics, metrics, and tags.
• Drilling down into calls: Listen to call recordings, review interactions, and annotate outcomes.
• Exporting call data: Download interaction logs for deeper analysis or recordkeeping.