Access Interactions
Navigate to Quality AI > ANALYZE > Conversation Mining > Interactions.
Use the Contact Direction filter to analyze Inbound and Outbound interactions separately, alongside existing filters such as Queue, Channel, and Evaluation Form.
Key Capabilities
- Review and Filter Interactions: Access scored interactions from assigned queues to identify conversations that need coaching or follow-up.
- Monitor Conversation Quality: Get a clear view of conversation quality, agent performance, and customer experience at both the conversation and agent levels.
- Gain Deeper Insights: Use integrated taxonomy-based topic discovery, topic-level sentiment, and resolution insights for better analysis across Conversation Mining, the AI-Assisted Audit, and Agent Dashboards.
- Identify Key Conversation Insights: Use topics, sentiment, and resolution indicators across filters, columns, audits, and dashboards to identify high-impact or unresolved conversations.
- Filter by Experience Insights: Apply filters for configured intents (L1, L2, L3), generated intents, resolution status, duration status, and contact direction (Inbound or Outbound).
- Audit with Precision: Customize views using metadata and column controls, including configured intent, sentiment, resolution, duration status, and contact direction.
- Refine Searches: Use keyword filters with speaker-specific options, include/exclude terms, and options to hide resolved cases.
- Navigate by Timeline: Use timeline-based search and jump-to-match for fast, focused review.
- Save Custom Views: Store preferred filter sets and column configurations for repeatable audits.
Interactions Dashboard Elements
The Interactions elements list displays the following for each conversation (evaluation visibility).| Column | Description |
|---|---|
| Agents | Shows the name of the agent who last handled and ended the interaction. - Channel and Direction: Displays the channel and contact direction—for example, Voice or Chat: Inbound or Outbound. |
| Processing Status | Indicates overall process completion status — a green icon appears when all processes are successful, and a red icon appears if any process fails. - Auto QA: Includes checks such as question adherence, value adherence, and hold inference. - Conversation Intelligence: Includes topic and intent identification, such as churn detection, sentiment insights, and taxonomy-based advanced topic discovery. |
| Actions | Provides quick actions for the interaction, such as audit, bookmark, and evaluation status indicators. |
| Queues | Shows the queue assigned to the interaction. The system uses this queue to select the evaluation form for scoring. |
| Kore Evaluation Score | Displays the AutoQA score based on the assigned evaluation form. Hover to view statuses such as Pass, Failed, Minimum Duration Threshold, or Manual Evaluation Metrics Excluded. Excluded Interactions: Interactions excluded from scoring (manual metrics, below threshold, or unavailable duration) remain available in Conversation Mining for review, including Audit, Conversation Details, and Logs. |
| Sentiment Score | Displays the customer sentiment score derived from the conversation. |
| Supervisor Audit Score | Displays the supervisor-assigned score for audited or manually evaluated interactions and highlights manual evaluation metrics with a consistent visual indicator. |
| Start Time | Displays conversation start time (for example, 24 May 2024, 1:17:10 PM). |
| Duration | Displays the call duration, including talk time, hold time, and ACW (for example, 0h 6m 25s). |
| Moments | Shows the count of detected topic moments in a conversation. Hover to view details, including Questions Adherence (met metrics), Violations (speech-based issues), and Omissions (unmet metrics such as playbook steps, dialog tasks, and question-level checks). Select an interaction to open the conversation history and view Moment metrics in the AI-Assisted Manual Audit page. Learn more |
| Sentiment Trend | Shows the distribution of positive, negative, and neutral tones, tracks sentiment changes during the call, highlights the resolution tone, and summarizes overall sentiment. |
| Emotions | Shows customer emotional states or tracked emotions during a conversation. |
| Conversation ID | Displays the user-defined identifier for custom tracking. |
| Custom Conversation ID | Unique system-generated identifier used as the primary key. |
| Configured Intents | Displays the configured topics or intents across all levels (L1, L2, L3), color-coded by sentiment (red, green, gray). |
| Generated Intents | Displays the generated intents column identified by the AI in each conversation. |
| Contact Direction | Shows whether each conversation is Inbound or Outbound. |
| Generated Intents | Displays No form assigned for conversations skipped due to missing direction-specific forms. |
You must create bookmarks in Settings before tagging interactions for future reference.
Filter Interactions
Use filters to locate conversations, evaluate agent performance, and support quality analysis.Columns
Select this filter to include or exclude specific fields in the Interactions dashboard.Bookmarks
Assign interactions to bookmarks and view all bookmarks linked to a specific interaction.Filter Panel Actions
- Apply: Applies filters immediately.
- Save & Apply: Saves and applies filters.
- Clear: Resets all filters.
- Cancel: Closes the panel without applying changes.
Add New Filter
Select Filters > + Add New Filter, then choose a category such as Efficiency, Experience, Behavior, Keywords, or Custom Fields to refine results.Filter Categories
Filter by Efficiency
Filters interactions based on handling metrics and process adherence.- Select Channels (Chat or Voice) to limit to a specific communication mode.
- Select Audit Status to view Audited, Assigned, or Not Assigned conversations.
- Select Duration Status: Controls interaction visibility based on evaluation eligibility—All (default), Evaluated, Below Threshold, or Duration Unavailable.
- Enter the Conversation ID or Custom Conversation ID to filter a specific interaction.
- From Queues, select the routing group.
- From Agent Groups, select the group linked to the chosen queue.
- From Agents, select the agent assigned to the queue.
- Enable additional options as needed:
- Filter by handling time
- Filter by deviation from AHT
- Deviation (%)
- Number of Transfers
If the connectors are enabled, you can’t view AHT and No. of Transfers.
Filter by Experience
Filters based on customer experience metrics.| Filter | Description |
|---|---|
| Avg. Waiting Time | Select a date range in seconds. |
| Sentiment Score | Slider to set min-max range for positive (higher) or negative (lower) sentiment. |
| CSAT | Distribution of interactions by customer satisfaction score. |
| Configured Intents | Filter by topic/intent across L1, L2, L3. Child lists update based on parent selection. |
| Generated Intents | Select configured or AI-suggested intents. |
| Overall Resolution | Filter by Resolved or Unresolved (both selected by default). A conversation is resolved when all applicable L3 intents are defined. |
| Churn Monitor | Filter by Churn Risk (level of customer churn risk) or Escalation (number of escalations raised). |
Select Configured Intent levels in order: L1 first, then L2, then L3. You must select at least one level to apply the filter.
Filter by Behavior
Filters based on agent conduct and interaction dynamics.| Filter | Description |
|---|---|
| Metric Name | Filter by specific evaluation metrics using Pass/Fail radio buttons. |
| Metric Qualification | Filters interactions by metric outcome. For Dynamic By Question metrics, you can select Pass, Fail, or N/A (trigger not detected; available only for Dynamic By Question metrics). |
| Language | Select languages from the dropdown. |
| Empathy Score | Measures how well the agent responds to the customer’s emotional state. Higher = more empathetic. |
| Crutch Word Score | Frequency of filler words used by the agent. Higher = more crutch words. |
| Agent Playbook Adherence | Adherence percentage to Agent AI playbooks for the interaction. |
| Kore Evaluation Score | Automated QA score based on the evaluation form assigned to the queue. |
| Validation Failure | Shows interactions that fail validation and are not processed for evaluation. You can use Form, Channel, and Language to refine results. |
Filter by Keywords
This enables you to search, filter, and review conversations using specific keywords or phrases. You can filter by included or excluded keywords and by speaker, with results linked directly to the QA audit screen. The following table explains the keyword inclusion, exclusion, and filtering options for Conversation Mining.| Category | Details |
|---|---|
| Select Conditions (AND/OR) | Select how the system combines multiple keywords in the Include section: AND requires all keywords to appear in the conversation, while OR requires at least one keyword to appear, with optional exclusions applied as defined. |
| Conversation Including Keywords | Search by keyword or exact phrase with optional speaker filters (Agent only, Customer only, Both). Add up to 8 keywords. |
| Conversation Excluding Keywords | Enter keywords that must not appear. Use speaker filters. Add up to 5 exclusion keywords. All exclusions use AND NOT logic. |
| Audit Navigation | Supports transcript autoscroll and match relevance filtering. |
| Apply Keywords | Select Apply Keywords to activate filters, then Apply to run the search. |
| Filtered Interactions | Displays the count of interactions matching the selected keywords. |
Filter by Custom Fields
The Custom Fields filter lets you refine interactions using business-specific metadata from Express File or Agent AI integrations. Custom fields appear dynamically based on the selected date range, and interactions that don’t contain the selected field are excluded from the results. To apply a custom field filter:- Select Custom Fields from the Filter By panel.
- Select the Key from the dropdown. Example: Account ID.
- Enter the matching Value.
- (Optional) Select + Add Custom Field to include additional key-value pairs.
-
Select Apply or Save & Apply.
Conversations that don’t carry the selected custom field are excluded from results entirely.
Manage Saved Filters
Use saved filters to apply, store, and manage filter configurations on the Conversation Mining dashboard.| Action | Description |
|---|---|
| Apply Filters | Stores current settings as an Unsaved Filter. |
| Save & Apply | Saves and names filters for audit allocation; saving is optional if audits are not used. |
| Save Filters | Saves the current filter configuration with a name and optionally sets it as the default on the Interactions dashboard. |
| View Saved Filters | Shows all saved and their associated unsaved filters. |
| Filtered Interactions | Displays a real-time count of matching conversations. |
| Customization Options | Includes Copy, Mark as Default, Edit, and Delete filters. |
If interactions are not used for audit allocation, you can apply filters without saving.