Conversation Search

The Conversation Search page lets you review how your configured Intelligence Engine products performed on historical interactions. It provides a detailed view of the results of features like Autoscoring, Categorization, Discovery, AI Summaries, and Real-Time Checklists. This allows you to analyze the direct output of your AI configurations, helping you verify their accuracy and fine-tune their performance.

Searching for Interactions

The main page displays a list of interactions and provides several tools for filtering and searching.

Media Filter: Filter interactions by media type (e.g., "All media," "Chat," "Voice").

Global Interaction ID Search: Enter a specific Global Interaction ID to find a single interaction.

Show Participants: Toggles the display of all participants in the interaction list.

Timeframe Filter: Quickly filter interactions by a predefined time period (e.g., "This Month," "Last Week," "Today").

Filter Button: Opens the advanced Search Filters panel for more specific criteria.

Search Filters

The Search Filters panel allows you to narrow your search results based on a variety of criteria.

Randomize search results: Returns a random sample of interactions that match your filter criteria.

Started: Select a specific date range. You can choose a quick select option or define a custom range.

Services: Filter by one or more services.

Agents/Teams: Filter by specific agents or teams.

Dispositions: Filter by assigned dispositions.

Talk Time: Filter by a minimum and/or maximum talk time.

Viewing Interaction Details

Clicking on any interaction in the results list opens a detailed view of that interaction, organized into the following tabs:

Transcript

The Transcript tab displays the full conversation log. It also includes:

Summary: An AI-generated summary of the interaction based on the Summary Template configured for the service when the interaction was processed. If the Summary Template has changed since the interaction was processed, you can click Regenerate to create a new one.

Intents Detected: A list of intents detected during the conversation. Clicking an intent scrolls the transcript to the point where it was first detected and highlights all other occurrences.

Simplified Toggle: Switches between a detailed and a simplified view of the transcript.

The Transcript tab with an AI-generated summary

AI Custom Question

This tab allows you to ask questions about the interaction in natural language. The AI will provide answers based on the transcript content.

Ask the AI a custom question about the interaction

Autoscoring Form

This tab shows the results of any automated quality management (Autoscoring) evaluations performed on the interaction. It breaks down the score by category and displays the weight of each section.

Autosurvey Form

If an automated survey (Autosurvey) was associated with the interaction, this tab displays the results and scores from that survey.

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