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.
Key Features
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.
b) Turn on the Exclude button to remove all the conversations tagged with Access Issues.
2. Adjusting the Date Range- View conversations for a certain period
3. Downloading the conversations and respective insights
4. Understanding the Conversations Tab Columns
Conversation Column | The Conversation's title, pipeline, and any high or low-priority tags |
Customer Column | The customer's name, the reason why they got in touch, and their sentiment |
Agent Column | The agent's name, whether the conversation was resolved or not, and their sentiment |
Quality Column | Shows the AutoQA score for the conversation (ManualQA coming soon) |
5. Understanding the Conversations Tab function
A. Title & Date |
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B. Tags | High-priority tags are in blue, and low-priority tags are in grey. |
C. Pipeline | This indicates what pipeline the conversation belongs to. |
D. Customer | The customer/organization's name. |
E. Customer Sentiment | Green indicates a positive customer sentiment; red is a negative sentiment. |
F. Intent | Intent describes the purpose of the conversation. |
G. Agent | This is the agent assigned to the conversation. |
H: Resolution | An indication of whether the conversation was resolved or not resolved. |
I: Agent Sentiment | Green indicates a positive customer sentiment; red is a negative sentiment. |
J: AutoQA Results | The score given by the LLM when automatically grading the conversation. |
6. Selecting a Conversation- A Page Selection Tool enhances navigation by letting users select specific pages within the interface.