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 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: Jump to relevant moments using timeline search and review relevant moments.
- Save Custom Views: Store reusable filter sets and column configurations for consistent audits.
- Track Agent Review Status: View the current acknowledgement or dispute status for manually evaluated conversations directly in the Interactions list.
Conversation Interaction Details
The following interaction details are available for each conversation.| Interaction Details | Description |
|---|---|
| Agents | Displays 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 processing outcome—green for success and red for failure. Includes Auto QA checks (question adherence, value adherence, hold inference) and Conversation Intelligence outputs (sentiment, topics, intents, and taxonomy-based insights). |
| 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 Auto QA 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 (fatal metrics count) 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 After Call Work (ACW) (for example, 0h 6m 25s). |
| Moments | Displays detected conversation moments, 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 mapped intents across levels (L1, L2, L3) with sentiment indicators and uses a color-coded map (red, green, gray) to indicate the sentiment of each detected topic. |
| Overall Resolution | Displays the interaction status based on L3 intent completion. |
| Generated Intents | Displays the AI-generated intents in each conversation. Displays No form assigned for conversations skipped due to missing direction-specific forms. |
| Contact Direction | Displays inbound or outbound interaction type |
| Status | Displays the current audit and agent review status for the interaction. |
You must enable bookmarks in the Settings before tagging interactions for future reference.
Audit Status Values
The Status column in the Interactions list reflects both audit progress and agent review status for each manually evaluated conversation. Status values depend on whether agent disputes are enabled for the evaluation form.| Status | Description |
|---|---|
| Not Assigned | The interaction isn’t assigned for audit. |
| Assigned | The system assigned the interaction for audit, but the evaluator hasn’t yet completed the evaluation. |
| Audited | The evaluator completed the evaluation. The form doesn’t support disputes, or the evaluator completed the evaluation before the dispute feature became available. |
| Pending Agent Review | The evaluation is complete and awaits the agent’s dispute response. |
| Pending Supervisor Review | The agent submitted a dispute, and the assigned QA reviewer is evaluating it. |
| Resolved | The agent accepted the evaluation after re-evaluation. |
| Closed | The system closed the dispute because it reached the maximum number of dispute rounds or the form configuration ended the dispute process. |
Status values for Pending Agent Review, Pending Supervisor Review, Resolved, and Closed appear only when Agent Accept & Dispute is enabled in Quality AI > Settings > Quality AI General Settings and the evaluation form has disputes configured. Evaluations on forms with disputes disabled display Audited on completion.
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.
- Date and Time Range Selection: Select a time range for conversations (default: last 7 days).
- Filter Panel Actions: Apply filters, Save and Apply filters, Clear filters, or Cancel 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 Channel (Chat or Voice) and Direction (Inbound or Outbound) to filter interactions by communication type. When you apply these filters, it dynamically updates interaction counts and dashboard metrics.
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Select an Audit Status filter interactions by one or more of the following statuses:
- Assigned: The system assigns the interaction for audit, but the evaluator hasn’t completed the evaluation.
- Audited: Evaluation is complete; disputes disabled or not applicable
- Not Assigned: The system doesn’t assign the interaction for audit.
- Resolved: Disputed evaluation accepted by the agent after re-evaluation.
- Closed: The system ends the dispute process when it reaches the maximum number of rounds or when the form configuration closes it.
- Pending Agent Review: Evaluation complete; awaiting agent acknowledgement or dispute.
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Pending Supervisor Review: Agent has disputed; QA review in progress.
The dispute-related statuses, such as Pending Agent Review, Pending Supervisor Review, Resolved, and Closed — display in the filter only when Agent Accept & Dispute is enabled in Quality AI > Settings > Quality AI General Settings and disputes are configured for the relevant evaluation forms.
- Select Audit Allocations to filter and view interactions associated with specific audit batches or allocation groups directly from Conversation Mining, without manually filtering individual Conversation IDs.
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Select a Duration Status to control which interactions appear based on evaluation eligibility:
- All (default): Displays all interactions regardless of duration.
- Evaluated: Displays interactions that meet the threshold and receive a score.
- Below Threshold: Displays interactions below the configured threshold that the system excludes from scoring.
- Duration Unavailable: Displays interactions with unresolved duration.
- Enter the Conversation ID or Custom Conversation ID to filter a specific interaction for targeted audit analysis and tracking.
- From Queues, select the routing group. Users with the Cross Queue Data Access permission can select from all available queues. Other users see only their assigned queues.
- From Agent Groups, select the group linked to the chosen queue.
- From Agents, select the agent assigned to the queue.
- Enable additional filters, such as filter by Average Handling Time (AHT) using minimum or maximum time in seconds, or Deviation from AHT, Deviation %, and Number of Transfers.
If the connectors are enabled, you can’t view AHT and number of transfers.
Filter by Experience
This category helps analyze emotional and qualitative aspects of customer interactions using sentiment and emotion-based filters.| Filter | Description |
|---|---|
| Avg. Waiting Time | Select the average waiting time, in seconds, for the selected date range. |
| Sentiment Trend | Analyzes conversation sentiment across different stages using Opening and Closing sentiment options such as Positive, Neutral, Negative, or Any to evaluate customer experience and conversation outcomes. |
| Emotions | Helps identify interactions based on detected emotions such as Anger, Fear, Confusion, Sadness, and Happy for targeted emotional and behavioral analysis. |
| Sentiment Score | Set the minimum and maximum sentiment range for positive (higher) or negative (lower) sentiment. |
| CSAT | Filter by customer satisfaction score to view and drill down into interaction distribution across score ranges based on feedback responses. |
| Configured Intents | Filter by topic or intent across L1, L2, L3. Child lists update based on parent selection. |
| Generated Intents | Select the AI-generated or configured intents based on your intents. Select Configured Intent levels in order: L1 first, then L2, then L3. You must select at least one level to apply the filter. |
| Overall Resolution | Filter by Resolved or Unresolved (both selected by default). The system marks a conversation as resolved when all applicable L3 intents are defined. |
You can view the CSAT and Avg. Waiting Time filter parameters only when the Connector is in disabled mode.
Filter by Behavior
This category analyzes filters based on agent conduct and interaction dynamics.| Filter | Description |
|---|---|
| Metric Name | Enables you to select a single evaluation metric (shown as a tag) and filter interactions by Pass or Fail. Manual metrics are visually indicated for audit identification. |
| Metric Qualification | Filter interactions by metric outcome. When you select a Dynamic By Question metric in the Metric Name filter, the system enables the following options: - Pass: Trigger detected, and the response matched the expected utterance (Adhered). - Fail: Trigger detected, but the response didn’t match the expected utterance (Non-Adhered). |
| Language | Select a conversation language to add from the dropdown list. |
| Empathy Score | Measures how well the agent responds to the customer’s emotional state. A higher score indicates a more empathetic interaction. |
| Crutch Word Score | Measures the use of filler words (for example, um, uh) by the agent. A higher score indicates greater use of crutch words. |
| Agent Playbook Adherence | Displays the Agent AI playbook adherence percentage for an interaction. |
| Kore Evaluation Score | Displays the automated QA score for an interaction, based on the evaluation form assigned to an interaction’s queue. |
| Fatal Interactions | The system displays interactions that contain fatal issues and excludes them from evaluation scoring. |
| Validation Failure | Displays interactions that fail validation and aren’t 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.| Category | Details |
|---|---|
| Filter by Keywords | Helps you search, filter, and review conversations using specific keywords or phrases. Supports included/excluded keywords and speaker-based filtering, with results linked directly to the QA audit screen. |
| Conditions (AND / OR) | Select how the system evaluates multiple included keywords. - AND: All specified keywords must appear in the conversation. For example: Include Billing AND frustrated (both speakers) and Exclude Resolved (both speakers). - OR: At least one keyword must display. For example, include Refund OR Money Back (customer only) and Exclude Processed (agent only), and Completed (both speakers). |
| Conversation Including Keywords | Add keywords to include conversations in results. Select a speaker (Agent only, Customer only, or Both) and use + Add Keyword to include up to 8 keywords. |
| Conversation Excluding Keywords | Add keywords to exclude conversations from results. Select speaker scope (Agent only, Customer only, or Both) and use + Add Exclude Keyword to add up to 5 exclusions. All exclusions follow AND NOT logic. |
| Audit Navigation and Filtering | Enables quick filtering and navigation by keyword or QA question, with auto-scrolling of transcripts and relevance-based matching. |
| Apply Keywords Action | Applies the selected include or exclude keyword filters and updates results. |
Filter by Custom Fields
This helps to refine interactions using business-specific metadata from Express File or Agent AI integrations. Custom fields are dynamically available based on the selected date range. The system excludes interactions that doesn’t include the selected field from results. To apply a custom field filter:- Select Custom Fields from the Filter By panel.
- Select the Key from the dropdown. For example: Account ID.
- Enter the matching Value.
- (Optional) Select + Add Custom Field to include additional key-value pairs.
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Select Apply or Save & Apply.
Conversations that don’t carry the selected custom field are excluded from results entirely.
Filtered Interactions: 22).
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 aren’t 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 aren’t used for audit allocation, you can apply filters without saving.