GETTING STARTED
Introduction to SmartAssist
Glossary
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Release Notes
Current Version
Recent Updates
Previous Versions
Frequently Asked Questions (FAQ)

EXPERIENCE DESIGNERS
Flow Designer
Introduction
Create Experience Flows
Navigate the Flow Designer
Experience Flow Nodes
Introduction
Node Types
IVR Menu
IVR Digit Input
Conversational Input
Split
Check Agent Availability
Check Business Hours
Message Prompt
Run Automation
Agent Transfer
Connect to API
Go to Flow
Deflect to Chat
Script Task
Set Queue
End Flow
Waiting Experience
Conversation Automation
Testing Widget
Use Cases
Overview
Questions & Answers
Conversations

ADMINISTRATORS
Account Management
Switch Account
Invite Developers to an Account
Routing
Skills
Skill Groups
Queues
Hours of Operation
Default Flows
User Management
Users
Agent Groups
Agent Settings
Role Management
Agent Status
System Setup
Channels
Voice
Chat
Email
Limitations With Accounts Using AudioCodes
Agent Transfer
Surveys
Agent Forms
Dispositions
Language & Speech
Overview
Language Management
Voice Preferences
Hold Audio
Standard Responses
Handling Sensitive Data
Widgets
Utils
AgentAssist Settings
SearchAssist
Advanced Settings
Co-Browse Settings
Community WFM (Beta)
Automatic Conversation Summary (Beta)
Intelligent Agent Tools
Sensitive Data Masking
API Reference
API Setup
API List
Integrations
Genesys Voice Bot
Voice Automation - Integration with Amazon Connect
Voice Automation NiceCX (CX One) - SIP Integration
Talkdesk Voice Automation
Audit Report

AGENTS
Agent Console
Introduction
Conversation Tray
Incoming Interactions
Interacting with Customers
Additional Tools
My Dashboard

SUPERVISORS
Dashboard
Automation
Queues and Agents
Interactions
Intelligence
Monitor Queues, Agents, Interactions, and Service Levels
Manage Layout

BUSINESS USERS
Reports
Introduction
Reports List

Interactions

Access Interactions Tab

Interactions store the bot interactions. You can use the logs to review your bot’s performance and troubleshoot issues with conversations. 

To access the Interactions tab, follow these steps:

  1. Go to Dashboard > Interactions.

  2. On this page, the following details of the logs are displayed in a table:

      • CUSTOMER: The contact who initiated the conversation.
        • Direction (Icon): The direction of the conversation –  Inbound or Outbound.
        • LANGUAGE (Icon): The language of the conversation.
        • CHANNEL (Icon): The Channel of the conversation – Voice, Chat, or Email.
      • ACTIONS: You can download recordings and transcripts, and copy the following Identifiers:
        • User ID
        • Session ID
        • Call Conversation ID
        • Agent Conversation ID

      • SUPPORT: The agent who handled the conversation.
      • START TIME: The date and time when the conversation was logged. This field can be rearranged to display newest to oldest or oldest to newest by clicking the arrow icon.
      • DURATION: The duration of the inbound conversation.
      • AGENTS: The profile pictures of the agents who handled the conversation are displayed in the order in which they participated. Hovering over the profile pictures shows the names of the agents.
      • QUEUES: The last queue name is displayed with a +N for more queues. Hovering on the queues shows the order in which the conversation entered the queues.
      • SKILLS: One skill is displayed with a +N for more skills. Hovering over the skills shows all skills associated with the conversation.
      • STATUS: The statuses of the conversation are displayed:
        • In Progress: In Progress refers to an ongoing conversation. The interactions tab immediately displays a conversation that is in progress.
        • Error: Error is a disruption to an ongoing conversation, resulting in an error message. Failure of integrated systems results in errors.
        • Completed (Drop Off): Completed (Drop Off) refers to a voice call where there was no response from the user, and the conversation ends.
        • Completed (User Hangup): Completed (User Hangup) refers to a voice call where the user ends the conversation.
        • Completed (Bot Hangup): Completed (Bot Hangup) refers to a voice call where the task is completed, and the bot ends the conversation.
        • Completed: Completed refers to a chat conversation where the task is completed, and the conversation ends.

Supervisor Actions

Supervisors can view ongoing interactions on the Interactions tab. They can intervene as a supervisor, similar to the Monitor tab, and join, reassign, or change the queue of any interaction visible on the Interactions tab. 

Steps to perform supervisor actions:

  1.  Go to DASHBOARD > Interactions.


  2. Click ( ⋮ ) under ACTIONS and then click Supervisor View.


  3. You will be redirected to the interactions section on the MONITOR tab.

  4. Click the ongoing conversation. You can perform the following actions in the conversation:
    1. Join Conversation
    2. Assign
    3. Change Queue

Interactions Tab Refresh

The Interactions tab is refreshed when a supervisor clicks the Refresh button.

Search Interactions

You can find the search field on the top right side of the Interactions tab.

The search feature on Interactions allows supervisors to do the following:

  • Search for keywords in both chats and call transcripts.
  • Exclude AgentAssist Logs when searching the Transcripts.
  • Search on Partial and Full Matches of Words and Phrases: The search function works for partial and complete matches of individual words and phrases.
    • Complete matches receive the highest rank in the search results.
    • Results that match all single words of a phrase receive the next priority.
    • Results that receive the last priority are those where only a few words of a phrase match.
  • Ignore common words like Articles, Pronouns, and Prepositions while matching.

How it works:

  1. Enter a word or phrase in the search field and click the Search icon.

  2. The count of search results is displayed.

  3. When you click a conversation, the Insights to Logs window is displayed. Enter the word or phrase in the search field to prompt the system to search for it in the conversation.
  4. The system displays the count of the occurrences of the word or phrase along with the highlighted results.

Export Interactions

The interactions data can be exported as a .csv file and downloaded to the local system from the dashboard.

To export the interactions, follow these steps:

  1. Click the Export icon in the upper-right corner. The interactions are exported as a CSV file.

  2. A status message is displayed at the start of the export. On completion, the file is downloaded.

Filters

To avoid repeatedly filtering your choices, you can create and save multiple filters on the Interactions tab.

Create Filter

  1. Click the Filter button.

  2. Click New Filter.
  3. Select the IDs, Queues, Channels, Agents, Status, CSAT, and Custom Tags.

    Select from the below available options:

    • Clear – Clears the selection.
    • Save & Apply – Saves the filter, and it appears when selected.
    • Apply – Applied for one instance and not saved.
  4. Click Save & Apply.

  5. On the pop-up window, enter a name for the filter and click Save & Apply.

    A confirmation message is displayed, and the filter is created.

Filter for Custom Tags [Beta]

You can filter conversations using custom tags. 

Steps to enable the filter:

  1. Click the Filter for Custom Tags (BETA) check box to enable the filters.
    The following Custom Tag fields are displayed:

      1. Tag name
      2. Predicate drop-down (CONTAINS and DOES NOT CONTAIN).
      3. AND button to create a new clause

  2. Select the values for the custom tag fields and click AND to create a new clause.
  3. Select the values for the second clause and click Apply.

    A confirmation is displayed.

    Clicking the (-) button deletes a clause.

    Note: You can add up to 5 clauses.



    The interactions that fulfill the criteria selected in the clauses are displayed.

Edit Filter

Steps to edit a filter:

  1. Click the Filters tab. The Saved Filter name appears.
  2. Click the Edit button.
  3. Make the necessary changes and click Save & Apply.

    A confirmation message is displayed, and the filter is updated.

Copy Filter

  1. Click the Duplicate button.

  2. On the Rename Filter window, enter a name for the filter and click Save.

    A confirmation is displayed and a copy of the filter is created.

Mark as Default

  1. Click the Mark as Default button.

  2. A confirmation message is displayed and the filter is marked as default.

Delete Filter

  1. Click the Delete button.
  2. A Delete Filter message appears. Click Delete.

    A confirmation message is displayed and the filter is deleted.

Insights to Logs

The Insights to Logs panel provides details of the conversation between the contact and the agent.

Click the interaction to view the Insights to Logs panel. The following tabs are displayed:

  1. TRANSCRIPT – (formerly CHAT HISTORY)
  2. DETAILS
  3. USER
  4. IDENTIFIERS

Icons beside the Insights to Logs header show the Direction (inbound or outbound), Language, and Channel.

TRANSCRIPT: This tab shows the transcript of the conversation.

DETAILS: This tab shows the following details:

  • Start: Conversation start time
  • End: Conversation end time
  • Agents: Name of the agent
  • Consulting agents: Name of the consulting agent
  • Queues: The queues where the call was handled
  • Skills: The assigned skills
  • Status: Conversation status
  • Mode: Mode of the conversation
  • CSAT: CSAT survey score
  • Disposition: Dispositions assigned
  • Notes: Notes added to the conversation (view only)
  • Snooze Count: Number of times the conversation was snoozed
  • Snooze Duration: Duration for which the conversation was snoozed
  • Session-level tags: Session-level tags assigned to the conversation.

USER: This tab shows the following details:

  • Customer Phone: Customer’s phone number.
  • Customer Name: Customer’s name.
  • Customer Email: Customer’s email address.
  • Channel User ID: The user ID of the conversation channel.
  • User ID: Agent’s user ID.
  • User-level tags: User-level tags assigned to the conversation.

IDENTIFIERS: This tab shows the following details:

  • Call ID: The call ID (for voice calls)
  • Session ID: The session ID.
  • Channel User ID: The user ID of the conversation channel.
  • Call Conversation ID: The conversation ID (for voice calls)
  • Agent Conversation ID: The agent conversation ID.
  • User ID: The agent’s user ID.

Call Recording

The call recording feature available under TRANSCRIPTS can play past conversations between a contact and an agent and is recorded by the system. It is helpful for conversational quality analysis and auditing purposes. Learn more.

The recorded audio stream is available under TRANSCRIPTS in the Insights to Logs panel. The following recording settings can be configured:

  • Play Audio: Click the Play icon to play the waveform of the audio.
  • Increase playback speed: To change the playback speed, click the speed selection drop-down, and select the speed. The values ranging from the lowest to highest speeds are as follows:
  • VolumeThe volume slider can be adjusted to increase or decrease the volume.
  • Mute: Click the Mute button to mute the audio.
  • Rewind Audio: To rewind the audio by 10 seconds, click the Backward button.
  • Forward Audio: To fast forward the audio by 10 seconds, click the Forward button.

  • Download: Clicking the Download button downloads the audio (.MP3) file.

  • Duration: The increment and the countdown counters appear when the audio plays. The total duration of the audio is displayed before the audio plays.

Note: If you enable Pause/Resume Call Recording feature, the system does not record any paused voice interaction duration.

Additionally, you can view media files of the following formats, shared during the interaction in the transactions tab:

  • Audio: MP3, WAV, AAC
  • Video: MP4, AVI, MOV
  • Image: JPG, PNG, GIF

Interactions

Access Interactions Tab

Interactions store the bot interactions. You can use the logs to review your bot’s performance and troubleshoot issues with conversations. 

To access the Interactions tab, follow these steps:

  1. Go to Dashboard > Interactions.

  2. On this page, the following details of the logs are displayed in a table:

      • CUSTOMER: The contact who initiated the conversation.
        • Direction (Icon): The direction of the conversation –  Inbound or Outbound.
        • LANGUAGE (Icon): The language of the conversation.
        • CHANNEL (Icon): The Channel of the conversation – Voice, Chat, or Email.
      • ACTIONS: You can download recordings and transcripts, and copy the following Identifiers:
        • User ID
        • Session ID
        • Call Conversation ID
        • Agent Conversation ID

      • SUPPORT: The agent who handled the conversation.
      • START TIME: The date and time when the conversation was logged. This field can be rearranged to display newest to oldest or oldest to newest by clicking the arrow icon.
      • DURATION: The duration of the inbound conversation.
      • AGENTS: The profile pictures of the agents who handled the conversation are displayed in the order in which they participated. Hovering over the profile pictures shows the names of the agents.
      • QUEUES: The last queue name is displayed with a +N for more queues. Hovering on the queues shows the order in which the conversation entered the queues.
      • SKILLS: One skill is displayed with a +N for more skills. Hovering over the skills shows all skills associated with the conversation.
      • STATUS: The statuses of the conversation are displayed:
        • In Progress: In Progress refers to an ongoing conversation. The interactions tab immediately displays a conversation that is in progress.
        • Error: Error is a disruption to an ongoing conversation, resulting in an error message. Failure of integrated systems results in errors.
        • Completed (Drop Off): Completed (Drop Off) refers to a voice call where there was no response from the user, and the conversation ends.
        • Completed (User Hangup): Completed (User Hangup) refers to a voice call where the user ends the conversation.
        • Completed (Bot Hangup): Completed (Bot Hangup) refers to a voice call where the task is completed, and the bot ends the conversation.
        • Completed: Completed refers to a chat conversation where the task is completed, and the conversation ends.

Supervisor Actions

Supervisors can view ongoing interactions on the Interactions tab. They can intervene as a supervisor, similar to the Monitor tab, and join, reassign, or change the queue of any interaction visible on the Interactions tab. 

Steps to perform supervisor actions:

  1.  Go to DASHBOARD > Interactions.


  2. Click ( ⋮ ) under ACTIONS and then click Supervisor View.


  3. You will be redirected to the interactions section on the MONITOR tab.

  4. Click the ongoing conversation. You can perform the following actions in the conversation:
    1. Join Conversation
    2. Assign
    3. Change Queue

Interactions Tab Refresh

The Interactions tab is refreshed when a supervisor clicks the Refresh button.

Search Interactions

You can find the search field on the top right side of the Interactions tab.

The search feature on Interactions allows supervisors to do the following:

  • Search for keywords in both chats and call transcripts.
  • Exclude AgentAssist Logs when searching the Transcripts.
  • Search on Partial and Full Matches of Words and Phrases: The search function works for partial and complete matches of individual words and phrases.
    • Complete matches receive the highest rank in the search results.
    • Results that match all single words of a phrase receive the next priority.
    • Results that receive the last priority are those where only a few words of a phrase match.
  • Ignore common words like Articles, Pronouns, and Prepositions while matching.

How it works:

  1. Enter a word or phrase in the search field and click the Search icon.

  2. The count of search results is displayed.

  3. When you click a conversation, the Insights to Logs window is displayed. Enter the word or phrase in the search field to prompt the system to search for it in the conversation.
  4. The system displays the count of the occurrences of the word or phrase along with the highlighted results.

Export Interactions

The interactions data can be exported as a .csv file and downloaded to the local system from the dashboard.

To export the interactions, follow these steps:

  1. Click the Export icon in the upper-right corner. The interactions are exported as a CSV file.

  2. A status message is displayed at the start of the export. On completion, the file is downloaded.

Filters

To avoid repeatedly filtering your choices, you can create and save multiple filters on the Interactions tab.

Create Filter

  1. Click the Filter button.

  2. Click New Filter.
  3. Select the IDs, Queues, Channels, Agents, Status, CSAT, and Custom Tags.

    Select from the below available options:

    • Clear – Clears the selection.
    • Save & Apply – Saves the filter, and it appears when selected.
    • Apply – Applied for one instance and not saved.
  4. Click Save & Apply.

  5. On the pop-up window, enter a name for the filter and click Save & Apply.

    A confirmation message is displayed, and the filter is created.

Filter for Custom Tags [Beta]

You can filter conversations using custom tags. 

Steps to enable the filter:

  1. Click the Filter for Custom Tags (BETA) check box to enable the filters.
    The following Custom Tag fields are displayed:

      1. Tag name
      2. Predicate drop-down (CONTAINS and DOES NOT CONTAIN).
      3. AND button to create a new clause

  2. Select the values for the custom tag fields and click AND to create a new clause.
  3. Select the values for the second clause and click Apply.

    A confirmation is displayed.

    Clicking the (-) button deletes a clause.

    Note: You can add up to 5 clauses.



    The interactions that fulfill the criteria selected in the clauses are displayed.

Edit Filter

Steps to edit a filter:

  1. Click the Filters tab. The Saved Filter name appears.
  2. Click the Edit button.
  3. Make the necessary changes and click Save & Apply.

    A confirmation message is displayed, and the filter is updated.

Copy Filter

  1. Click the Duplicate button.

  2. On the Rename Filter window, enter a name for the filter and click Save.

    A confirmation is displayed and a copy of the filter is created.

Mark as Default

  1. Click the Mark as Default button.

  2. A confirmation message is displayed and the filter is marked as default.

Delete Filter

  1. Click the Delete button.
  2. A Delete Filter message appears. Click Delete.

    A confirmation message is displayed and the filter is deleted.

Insights to Logs

The Insights to Logs panel provides details of the conversation between the contact and the agent.

Click the interaction to view the Insights to Logs panel. The following tabs are displayed:

  1. TRANSCRIPT – (formerly CHAT HISTORY)
  2. DETAILS
  3. USER
  4. IDENTIFIERS

Icons beside the Insights to Logs header show the Direction (inbound or outbound), Language, and Channel.

TRANSCRIPT: This tab shows the transcript of the conversation.

DETAILS: This tab shows the following details:

  • Start: Conversation start time
  • End: Conversation end time
  • Agents: Name of the agent
  • Consulting agents: Name of the consulting agent
  • Queues: The queues where the call was handled
  • Skills: The assigned skills
  • Status: Conversation status
  • Mode: Mode of the conversation
  • CSAT: CSAT survey score
  • Disposition: Dispositions assigned
  • Notes: Notes added to the conversation (view only)
  • Snooze Count: Number of times the conversation was snoozed
  • Snooze Duration: Duration for which the conversation was snoozed
  • Session-level tags: Session-level tags assigned to the conversation.

USER: This tab shows the following details:

  • Customer Phone: Customer’s phone number.
  • Customer Name: Customer’s name.
  • Customer Email: Customer’s email address.
  • Channel User ID: The user ID of the conversation channel.
  • User ID: Agent’s user ID.
  • User-level tags: User-level tags assigned to the conversation.

IDENTIFIERS: This tab shows the following details:

  • Call ID: The call ID (for voice calls)
  • Session ID: The session ID.
  • Channel User ID: The user ID of the conversation channel.
  • Call Conversation ID: The conversation ID (for voice calls)
  • Agent Conversation ID: The agent conversation ID.
  • User ID: The agent’s user ID.

Call Recording

The call recording feature available under TRANSCRIPTS can play past conversations between a contact and an agent and is recorded by the system. It is helpful for conversational quality analysis and auditing purposes. Learn more.

The recorded audio stream is available under TRANSCRIPTS in the Insights to Logs panel. The following recording settings can be configured:

  • Play Audio: Click the Play icon to play the waveform of the audio.
  • Increase playback speed: To change the playback speed, click the speed selection drop-down, and select the speed. The values ranging from the lowest to highest speeds are as follows:
  • VolumeThe volume slider can be adjusted to increase or decrease the volume.
  • Mute: Click the Mute button to mute the audio.
  • Rewind Audio: To rewind the audio by 10 seconds, click the Backward button.
  • Forward Audio: To fast forward the audio by 10 seconds, click the Forward button.

  • Download: Clicking the Download button downloads the audio (.MP3) file.

  • Duration: The increment and the countdown counters appear when the audio plays. The total duration of the audio is displayed before the audio plays.

Note: If you enable Pause/Resume Call Recording feature, the system does not record any paused voice interaction duration.

Additionally, you can view media files of the following formats, shared during the interaction in the transactions tab:

  • Audio: MP3, WAV, AAC
  • Video: MP4, AVI, MOV
  • Image: JPG, PNG, GIF