Access Conversation Logs

The Conversation Logs feature allows you to access and review past interactions between agents and customers. It also indicates whether the summary has been edited and provides access to the original summary for comparison. 

Steps to access the Conversation Logs:

1. Go to CONFIGURATION > EXPERIENCES > Conversational Logs.
   
2. The details of the logs are displayed in a table as shown below. You can sort the table by Conversation ID or Time.
   
   1. CONVERSATION ID: A unique identification number is assigned to each conversation. It helps identify and track specific interactions.
   2. TIME: The date and time when the conversation took place. 
   3. CHANNEL: The mode of communication for the conversation – Voice or Chat. This information helps differentiate between different types of interactions.
   4. DURATION: The length of time the inbound conversation lasted. It indicates the time taken to resolve customer queries.
3. Click a CONVERSATION ID to view the corresponding conversation summary, edited summary (if any), and the conversation record between the customer and the agent.
   • The following image shows an unedited conversation summary along with the conversation record:
     
   • The edited conversation summary appears with an “eye” symbol, clicking which shows the original summary. The following image shows an edited conversation summary along with the original summary and the conversation record:
     
   • The following image displays the error message for failed summary generation:
     

Filter Conversations

You can view the conversation logs for a specific period by applying the Date & Time filters. By default, the calendar shows Today.

Steps to filter the conversations:

1. Click the Calendar button in the upper right corner.
   
2. You can select from the following options:
   1. Date Range
   2. Time Range
      
      
3. Click Apply to filter the conversations.