This is Conversation Intelligence's (CI) Discover Page, your centralized hub for customer interaction data and analysis. This platform features four major tabs—Conversations, Analytics, Performance, and Streams—essential for informed decision-making. Each tab serves a unique purpose, collectively offering a comprehensive view that enriches decision-making, optimizes agent performance, and enhances customer experience.

The Conversations Tab displays a list of all your conversations. You can filter the table to show conversations that match a specific search criteria or date range and preview the analysis for each conversation. To learn more, please visit this article.

A collection of visual aids designed for straightforward evaluation and analysis of customer conversations.

The goal of this tab is to provide more visibility into agent performance. You will see a summary view with a list of team members and information about their performance in CI. This includes the number of assigned records, sentiment breakdown, resolution rate, and auto/manual QA scores.

In the Streams tab, we use Generative AI Agents to monitor all of your conversations based on a specific over-arching category. For example, "Customer Issues" or "Product Requests". Conversations within these categories will be grouped by theme and sub-theme, allowing users to quickly find out what is happening in their conversations, even if they weren't aware of a particular topic before.

1. +Add Filter- Find conversations that match specific search criteria

Note: Tags can also be excluded via Filters. To exclude Tags, follow these steps:

a) Select the specific Tag under Filter.
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b) Turn on the Exclude button to remove all the conversations tagged with Access Issues.
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2. Adjusting the Date Range- View conversations or data for a certain period per selected tab

3. Downloading the conversations and respective insights

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We hope this was helpful! Please submit a ticket here if you have any questions or need further assistance.