PolyAI gives you two main tools to access and review your conversations:
  1. Dashboards – high-level metrics and trends
  2. Conversation review – transcript-level inspection and tagging
This page shows the quickest way to use both.

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Pick the right dashboard

Use caseGo here
Daily health check (calls, containment, AHT)Standard dashboard
Risk or policy complianceSafety dashboard
Anything bespoke (e.g. bookings, revenue)Custom dashboards – ask your CSM if you do not see one
Dashboards default to Production and last 7 days. Change the environment or date range at the top-right.

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Example workflow: did my FAQ edit improve containment?

  1. Open the Standard dashboard.
  2. Set the date range:
    • From = the day you promoted the change
    • To = today
  3. Check Containment rate.
    • If it went up → good sign
    • If it dropped or stayed flat, drill down to conversations (next section)

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Review conversations

  1. Go to Analyze → Conversations → Review.
  2. Use filters:
    • Date range – same window you used in the dashboard
    • Topic – select the FAQ you edited
  3. Click a call to open the transcript.
  4. Check:
    • Did the agent serve the new answer?
    • Did the caller stay in self-service or ask for a human?
  5. If something looks off, tag it.

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Tagging and annotations

At the bottom-right of a transcript:
  • Category – pick a label like Needs KB fix or Escalated unnecessarily
  • Annotation – flag Wrong transcription or Missing topic
These tags surface in QA reports and help PS/Product spot patterns.

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Export transcripts (optional)

Need raw data for deeper analysis?
  1. In Conversations, select your filters.
  2. Click Export → CSV or JSON.
  3. You’ll get a download link with call metadata and the full transcripts.
See Call data → Transcripts for field definitions.

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When to escalate

SituationWho to contact
Metrics flat after multiple tweaksYour CSM – may need flow changes
Consistent ASR errorsPolyAI support – include call IDs
Dashboard missing a metric you needAnalytics team via your CSM
Safety dashboard shows spikesRaise with PS immediately

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Next steps

  • Check the standard dashboard now to make sure your latest edit had the intended effect.
  • If you’re comfortable with bulk analysis, explore assistant analysis for batched call scoring.