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Back to Analytics Overview The Conversation Logs is a library of all agent-customer conversations, letting you review past interactions, view agent names, copy conversation identifiers, check sentiment, access voice call recordings, and view overall widget feedback.

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Accessing Conversation Logs

  1. Sign in to AI for Service.
  2. Go to Agent AI > Analytics > Agent AI Logs. The default view shows today’s conversation records. conversation_logs
  3. Select the arrow next to Conversation ID or Time to sort the table in ascending or descending order.
  4. Select the Calendar to filter for a preset interval or a custom range. The total conversation count for the selected range updates next to the Conversation Logs heading.
  5. Select a Conversation ID to view the Conversation Log page.

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Conversation Logs Fields

FieldDescription
Clear FiltersRemoves all filters (Time and Custom) and returns to the default view (Today).
Conversation IDA unique identification number assigned to each conversation. Used to identify and track specific interactions.
TimeThe date and time when the conversation took place.
AgentAgents involved in the conversation.
ChannelThe communication mode — Voice or Chat.
Widget LoadedIndicates whether the Agent AI widget loaded during the conversation.
DurationThe length of time the conversation lasted.
Only agents who participate in at least one conversation appear in the filter.

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Conversation log

The Conversation Log page shows the Transcript, Feedback, and Identifiers tabs. You can view the conversation summary, edited summary (if any), transcripts, AI suggestions, feedback, identifiers, voice call recording, overall widget feedback, and the conversation record.

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Transcript

The Transcript section displays the following:
  • AI Suggestions toggle — Shows or hides AI-generated suggestions in the conversation log.
    AI suggestions display only if you select the Agentic Copilot toggle in Agent AI > Configurations > Widget Settings > Agent AI Channel Specific Settings.
  • Translate dropdown list — Available languages for conversation translation. After you select a language, the Original button displays. Selecting Original shows transcripts in both the original and translated languages.
    The Translate list displays only the languages you set at the app level.
  • AI-generated conversation summary — If an agent edits the summary, an eye symbol marks the edited version. Select the eye symbol to view the original and edited versions side by side.
  • Transcripts of customer-agent conversations and AI suggestions — Each AI suggestion shows copy, sent, thumbs up, or thumbs down symbol based on the action the agent takes on it. The negative feedback reason is also visible on hovering over the feedback symbol.
  • An error message and the agent-entered summary, if summary generation fails.
  • Recorded voice calls — Displays voice call recordings for the voice channel. You can play, pause, rewind, fast-forward, and download each recording.
ai-suggestion-translate-and-summary

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Feedback

The Feedback section displays only if agents have submitted feedback on the widget’s performance. It shows the agent name, feedback reason, additional comments, and feedback on suggestions.
  • Overall Agent AI Widget Feedback: Displays the agent’s overall feedback on widget performance, including the agent name or ID, feedback reason, and additional comments. For agent transfers, the section displays a separate row for each agent.
  • Suggestions Feedback: Displays the agent’s feedback on AI suggestions, including the suggestion, source, agent feedback, and suggestion reason.

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Identifiers

The Identifiers section shows unique conversation identifiers, allows you to copy them, and displays the overall sentiment of the conversation.
FieldDescription
Widget Active TimeDuration of the conversation.
Session IDUnique ID assigned to each conversation.
Bot IDUnique identity number of the bot handling the conversation.
Conversation IDUnique identification number for the conversation.
User IDUnique identifier for the customer.
Queue NameUnique identifier of the queue handling the conversation.
Overall SentimentOverall sentiment of the conversation — Positive, Neutral, or Negative. Hover to view the sentiment graph.
  • To display Overall Sentiment, turn on the Agent Coaching feature.
  • If Agentic Copilot is on, both Session ID and User ID display as N/A.

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Filter Conversation Logs

This feature lets you locate conversations using filters. By default, the calendar shows only today’s logs. You can also search for a specific conversation by entering its Conversation ID. You can create and save custom filters by channel type and agent name, set a filter as the default, and edit or delete saved filters. To filter conversation logs:
  1. Select the Calendar button in the upper-right corner.
  2. Select a Date Range or Time Range.
  3. Select Apply.

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Search by Conversation ID

Each conversation has a unique Conversation ID. Use it to find a specific conversation without scrolling or filtering.
  1. Go to Conversation Logs.
  2. Locate the Search by Conversation ID search box in the upper-right corner.
  3. Enter the Conversation ID.
  4. Press Enter. conversation-id

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Create a New Filter

You can create and save a custom filter based on channel type and agent name. Unsaved filters appear as a draft named Unsaved Filter.
  1. Go to Conversation Logs.
  2. Select Filters in the upper-right corner.
  3. In the New Filter page:
    1. Select a Channel Type: Chat, Voice, or Email.
    2. Enter the first few letters of an agent’s email address, then select it from the autocomplete suggestions. To select multiple addresses, select Add Selected.
    agent-email-address
    1. Select Save & Apply.
      • If you select Apply instead, the filter saves as a draft named Unsaved Filter.
    unsaved-filter
    1. Enter a name and select Save.

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Edit, Delete, or Set as Default

  1. Go to Conversation Logs.
  2. Select the Filters list.
filters-list
  1. Select Clear Filter to remove the current filter and display the full conversation log.
  2. Select Filters > Saved Filter, then choose a filter.
    • Select Mark as default to set it as the default filter.
    • Select Edit to modify the channel types and agents.
    • Select Delete to remove the filter.
saved-filters-actions
  1. Select Apply.