> ## 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.
# Conversation Mining
Conversation Mining provides supervisors with a centralized workspace to review, analyze, and monitor processed and pending customer interactions. It supports AI Agent, Human Agent, and AI Agent → Human Agent conversations.
For handoff interactions, the system stores the AI Agent and Human Agent portions as separate evaluation records. You can filter, review, audit, and evaluate each segment independently. The Handled By column identifies whether an AI Agent or Human Agent handles the interaction.
Conversation Mining combines conversation quality, evaluation scores, customer experience, business metadata, sentiment, topics, intents, and operational insights to support audits, coaching, investigations, and performance analysis across Conversation Mining, AI-Assisted Audit, and Agent Dashboards.
## Access Conversation Mining
Navigate to **Quality AI** > **AutoQA** > **Conversation Mining**.
Use Contact Direction together with Queue, Experience Flow, Channel, Evaluation Form, and other filters to analyze inbound and outbound interactions.
***
## Interactions Page
The Interactions page includes two tabs:
* **Processed**: Displays conversations that have completed Quality AI processing and are available for review, audit, and evaluation.
* **Pending**: Displays conversations awaiting processing or that failed validation. Successfully processed conversations move to the Processed tab.
When you enable **Agent Accept & Dispute**, the **Processed** tab displays evaluation review status in the **Status** column and **Audit Status** filter.
## Key Capabilities
* Review processed conversations for coaching, investigations, and quality analysis.
* Analyze evaluation scores, sentiment, topics, intents, emotions, and resolution outcomes.
* Review AI Agent, Human Agent, and AI-to-Human handoff conversations independently.
* Open the corresponding AI or Human audit segment directly from each conversation record.
* Monitor processing status (Pending, In Progress, Failed) from the Pending tab.
* Filter conversations using queues, experience flows, agents, intents, keywords, channels, contact direction, evaluation metrics, and custom fields.
* Apply experience filters such as L1/L2/L3 intents, generated intents, resolution status, and duration status.
* Customize workspace with configurable columns, saved views, and timeline navigation.
* Track review status including agent acknowledgement and dispute status for evaluated conversations.
***
## Conversation Records
The conversation type determines the number of rows displayed.
| **Conversation Type** | **Records Displayed** |
| ---------------------------------- | --------------------------------------------------------- |
| **Human-only conversation** | One Human Agent record. |
| **AI-only conversation** | One AI Agent record. |
| **AI Agent → Human Agent handoff** | Two separate records (AI Agent and Human Agent segments). |
Each record opens its corresponding audit segment.
***
### Record Behavior
* Each evaluation segment appears as an independent record.
* Selecting a Human Agent record opens the Human Agent audit segment.
* Selecting an AI Agent record opens the AI Agent audit segment.
* AI Agent records use Experience Flow assignments.
* Human Agent records use Queue assignments.
***
## Track Conversation Processing
## Processed Tab
The **Pending** tab (Pending Conversations) allows you monitor the processing status of conversations submitted to Quality AI. It includes conversations that are **Pending**, **In Progress**, or **Failed** validation. You can't open conversations from this tab. After Quality AI successfully processes a conversation, the system automatically moves it to the **Processed** tab, where you can review it in the **AI-Assisted Audit** screen.
For AI-to-Human conversations:
* Selecting the **AI Agent** row opens the AI Agent audit segment.
* Selecting the **Human Agent** row opens the Human Agent audit segment.
The **Pending** tab is available only when Automation AI, Agent AI, or Contact Center AI (CCAI) conversation sources are enabled for the workspace.
***
## Access Process Tab Conversations
Navigate to **Quality AI** > **AutoQA** > **Conversation Mining** > **Processing**.
***
## Filter by Processing Status
Supervisors use the **Status** filter on the **Pending** tab to view conversations by processing state.
The filter includes the options such as **Select All**, **Pending**, **In Progress** and **Failed**.
***
## Conversation Grid Details
The Conversation Mining grid displays one record for every evaluation segment.
| **Column** | **Description** |
| -------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Handled by** | Displays whether an **AI Agent** or **Human Agent** handles the interaction |
| **Assigned to** | Displays the queue assigned to the interaction as a colored tag. The system uses this queue to select the evaluation form for scoring. |
| **Agents** | Displays the name of the agent who last handled and ended the interaction. |
| **Processing Status** | Indicates the 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** | Displays available actions such as **Bookmark** and **Audit**. |
| **Flow/Queue** | Displays the assigned Experience Flow for AI Agent conversations or the Queue for Human Agent conversations. |
| **Kore Evaluation Score** | Displays the AutoQA evaluation score, when available. |
| **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 the conversation start time (for example, 24 May 2024, 1:17:10 PM). |
| **Duration** | Displays the interaction duration. |
| **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 on the **AI-Assisted Manual Audit** page. |
| **Sentiment Trend** | Displays the overall sentiment progression. |
| **Emotions** | Displays customer emotional states or tracked emotions during the conversation. |
| **Conversation ID** | Displays the user-defined identifier for custom tracking. |
| **Custom Conversation ID** | Displays the unique system-generated identifier used as the primary key. |
| **Configured Intents** | Displays mapped intents across L1, L2, and L3 with sentiment indicators. A color-coded map (red, green, and gray) indicates the sentiment of each detected topic. |
| **Overall Resolution** | Displays the resolution outcome, such as Resolved or Unresolved, based on whether the conversation addresses all L3 intents. |
| **Generated Intents** | Displays AI-generated intents for each conversation. Displays **No form assigned** for conversations skipped because no direction-specific form is available. |
| **Direction** | Displays the channel and contact direction, for example, **Voice - Inbound** or **Chat - Inbound**. |
| **Status** | Displays the audit allocation status. |
You must create bookmarks in [Settings](/ai-for-service/quality-ai/configure/quality-ai-general-settings#bookmarks) before tagging interactions for future reference.
***
## AI Agent Conversation Behavior
AI Agent conversation segments differ from Human Agent segments.
For AI Agent conversations:
* The system displays Experience Flow instead of Queue.
* The system uses AI evaluation forms.
* The system doesn't generate speech-related moments.
* The system doesn't generate speech metrics such as Empathy Score, Dead Air, Cross-talk, Speaking Rate, Hold, and Crutch Words.
* The system uses AI-specific evaluation metrics.
***
## View Conversation Processing Status
The **Pending** tab (Pending Conversation) displays conversations with processing status as **In Progress** or **Failed**. Use this tab to monitor processing status. You can't open conversations from the Pending tab. After Quality AI processes a conversation successfully, the system moves it to the Processed tab, where you can review it in the AI-Assisted Audit screen.
The **Pending** tab is available only when Automation AI, Agent AI, or Contact Center AI (CCAI) conversation sources are enabled for the workspace.
***
### Access Pending Conversations
Navigate to **Quality AI** > **AutoQA** > **Conversation Mining** > **Pending**.
The **Pending** tab displays the following columns: **Handled By Agent**, **Conversation ID**, **Start Date**, **End Date**, and **Processing Status**.
***
### Filter by Processing Status
Use the Status filter to view all **Pending**, **In Progress**, or **Failed** conversations.
***
### Filter Conversations
Use the toolbar at the top of the Conversation Mining page to locate and manage conversations. The filters apply to both the Processed and Pending tabs.
| **Control** | **Description** |
| ----------------------- | ----------------------------------------------------------------------------------------- |
| **Columns** | 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** | Select a time range for conversations. The default range is the last 7 days. |
| **Filters** | Open the filter panel to refine the displayed conversations. |
***
### Add New Filter
Select **Filters** from the **Conversation Mining** toolbar to open the filter panel. Select **+ Add New Filter**, then choose a filter category. The system applies the selected filters to the current active tab (**Processed** or **Pending**).
***
## Filter Categories
The filter panel includes:
### Filter by Efficiency
Filter by **Efficiency** analyzes emotional, behavioral, and qualitative aspects of customer interactions using sentiment, interaction metadata, and operational filters.
#### Audit Allocations
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.
#### Duration Status
Select a **Duration Status** to control which interactions appear based on evaluation eligibility:
| Option | Description |
| ------------------------ | ----------------------------------------------------------------------------------------------------------------------- |
| **All** (default) | Displays all interactions regardless of duration. |
| **Evaluated** | Displays interactions that meet the threshold and receive a score. |
| **Below Threshold** | Displays interactions that fall below the configured threshold and the system excludes these interactions from scoring. |
| **Duration Unavailable** | Displays interactions with unresolved or missing duration. |
#### Conversation Identifiers
Enter the **Conversation ID** or **Custom Conversation ID** to filter a specific interaction for targeted audit analysis and tracking.
#### Handled AI Agent
Filters interactions handled by the AI Agent.
* **Experience Flow:** Select or search for the AI experience flow associated with the conversation.
#### Human Agent
Filters interactions handled by a Human Agent.
* **Custom Conversation ID:** Search using a custom conversation identifier.
* **Queues:** Select queues associated with the human-handled interaction.
* **Agents:** Filter by specific agents involved in the conversation.
Apply both AI and Human filters to return interactions that match either segment.
#### Queue-Based Filtering (Advanced Routing Filters)
Refine results using the organizational routing structure.
* Select **Queues** to view routing groups.
* Users with **Cross Queue Data Access** can select all queues.
* Other users can select only their assigned queues.
* Select **Agent Groups** linked to the selected queue.
* Select **Agents** assigned to the selected queue.
#### Advanced Performance Filters
Enable additional performance-based filters.
| Filter | Description |
| ------------------------------- | ---------------------------------------------------------------------- |
| **Average Handling Time (AHT)** | Filter using the minimum or maximum handling time (in seconds). |
| **Deviation from AHT** | Filter interactions based on deviation from the average handling time. |
| **Deviation %** | Filter interactions by the percentage deviation from AHT. |
| **Number of Transfers** | Filter interactions by the 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 it defines all applicable L3 intents. |
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** (Human Agent only) | Measures how well the agent responds to the customer's emotional state. A higher score indicates a more empathetic interaction. |
| **Crutch Word Score** (Human Agent only) | 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:
1. Select **Custom Fields** from the **Filter By** panel.
2. Select the **Key** from the dropdown. For example: **Account ID**.
3. Enter the matching **Value**.
4. (Optional) Select **+ Add Custom Field** to include additional key-value pairs.
5. Select **Apply** or **Save & Apply**.
Conversations that don't carry the selected custom field are excluded from results entirely.
**Filtered Keywords Interactions**
Displays the count of interactions matching the selected keywords (for example, `Filtered Interactions: 22`).
***
## Manage Saved Filters
Use the **Saved Filters** UI 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 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 the current filters without saving them as a reusable saved filter.