QA and analytics

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

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

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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.