> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.
# Agent AI Conversation Logs
[Back to Analytics Overview](/ai-for-service/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.
## 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.
3. Select the arrow next to **Conversation ID** or **Time** to sort the table in ascending or descending order.
4. Select the **Widget Loaded** filter, and then select **Yes** or **No** to filter data by widget load status.
5. 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.
6. Select a **Conversation ID** to view the **Conversation Log** page.
### Conversation Logs Fields
| Field | Description |
| --------------- | --------------------------------------------------------------------------------------------------------------- |
| Clear Filters | Removes all filters (Time and Custom) and returns to the default view (Today). |
| Conversation ID | A unique identification number assigned to each conversation. Used to identify and track specific interactions. |
| Time | The date and time when the conversation took place. |
| Agent | Agents involved in the conversation. |
| Channel | The communication mode — Voice or Chat. |
| Widget Loaded | Indicates whether the Agent AI widget loaded during the conversation. |
| Duration | The length of time the conversation lasted. |
Only agents who participate in at least one conversation appear in the filter.
***
### Conversation log
The **Conversation Log** page shows the **Transcript**, **Feedback**, **Identifiers**, and **Insights** 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.
#### 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.
#### 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.
#### Identifiers
The **Identifiers** section shows unique conversation identifiers, call details (voice channel only), and linked app session IDs. You can copy identifiers and view the overall sentiment of the conversation.
**Conversation Identifiers**
| Field | Description |
| ------------------ | ---------------------------------------------------------------------------------------------------------- |
| Widget Active Time | Duration of the conversation. |
| Session ID | Unique ID assigned to each conversation. |
| Bot ID | Unique identity number of the bot handling the conversation. |
| Conversation ID | Unique identification number for the conversation. |
| User ID | Unique identifier for the customer. |
| Queue Name | Unique identifier of the queue handling the conversation. |
| Overall Sentiment | Overall sentiment of the conversation — Positive, Neutral, or Negative. Hover to view the sentiment graph. |
**Call details (voice channel only)**
| Field | Description |
| ------------ | -------------------------------------------------------------------------------------------------------------------------- |
| KVG Call SID | The Call SID associated with the session. Use this to trace call-level issues and diagnose transcript-generation failures. |
| SIP Headers | Select **Copy Headers** to copy the SIP header details. |
**Linked app sessions**
| Field | Description |
| ------------------------- | ---------------------------------------------------------- |
| Agentic Session ID | The session ID for the associated Agentic Copilot session. |
| Agentic Search Session ID | The session ID for the associated Agentic Search session. |
* 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.
* The **Call Details** subsection appears only for the voice channel.
#### Insights
The **Insights** tab displays the following:
**Agent initiated search**
Displays a table of search queries the agent submitted during the conversation.
| Column | Description |
| ------------- | -------------------------------------------------------------- |
| Search Query | The query the agent submitted in the **Search** tab. |
| Search Result | The result the system returned for the query. |
| Source | The source of the search result, such as Agentic or Search AI. |
| Actions Taken | The action the agent took on the result, such as Copy or Sent. |
***
## 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**.
### 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**.
### 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**.
3. Select **Save & Apply**.
* If you select **Apply** instead, the filter saves as a draft named **Unsaved Filter**.
4. Enter a name and select **Save**.
### Edit, Delete, or Set as Default
1. Go to **Conversation Logs**.
2. Select the **Filters** list.
3. Select **Clear Filter** to remove the current filter and display the full conversation log.
4. 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.
5. Select **Apply**.
***