Access Conversation Logs

The Conversation Logs feature allows you to access and review past interactions between agents and customers.

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. Clicking anywhere in the row displays the corresponding conversation record between the customer and the agent.

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.