Agent AI Conversation Logs

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The Conversation Logs is a library of all agent-customer conversations, letting you review past interactions, view agent names, copy conversation identifiers, check sentiment, access voice call recordings, and view overall widget feedback.

Accessing Conversation Logs

1. Sign in to AI for Service.
2. Go to Agent AI > Analytics > Agent AI Logs. The default view shows today’s conversation records.

3. Select the arrow next to Conversation ID or Time to sort the table.

4. Select a Conversation ID to view the conversation summary, edited summary (if any), identifiers, voice call recording, overall widget feedback, and the conversation record.

Conversation Log Fields

Field	Description
Clear Filters	Removes all filters (Time and Custom) and returns to the default view (Today).
Conversation ID	A unique identification number assigned to each conversation. Used to identify and track specific interactions.
Time	The date and time when the conversation took place.
Agent	Agents involved in the conversation.
Channel	The communication mode — Voice or Chat.
Duration	The length of time the conversation lasted.

Only agents who participate in at least one conversation appear in the filter.

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AI Summary

The AI Summary section displays the system-generated summary of a conversation. If the summary has been edited, both the original and edited versions are shown for comparison.

To view the summary, select to expand the AI Summary section.

• The edited summary appears with an eye icon. Selecting it shows the original summary.

• If summary generation fails, an error message and the agent-entered summary are displayed.

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Show Identifiers and Other Details

This section contains three subsections:

• Identifiers: Always available.
• Voice Call Recording: Appears only for voice channels.
• Overall Widget Feedback: Appears only when the widget has received feedback.

All subsections are hidden by default. Expand this section to view them.

Identifiers

The Identifiers subsection shows unique conversation identifiers, allows you to copy them, and displays the overall sentiment of the conversation.

Field	Description
Widget Active Time	Duration of the conversation.
Session ID	Unique ID assigned to each conversation.
Bot ID	Unique identity number of the bot handling the conversation.
Conversation ID	Unique identification number for the conversation.
User ID	Unique identifier for the customer.
Overall Sentiment	Overall sentiment of the conversation — Positive, Neutral, or Negative. Hover to view the sentiment graph.

• The Agent Coaching feature must be enabled for Overall Sentiment to appear.
• If Agentic Copilot is enabled, both Session ID and User ID display as N/A.

To view identifiers:

1. Expand the Show Identifiers and other details section.
2. Expand the Identifier subsection.

3. Select the copy button next to Session ID, Conversation ID, Bot ID, or User ID.
4. Select the Overall Sentiment value to view the Sentiment Analysis graph.

Voice Call Recording

This subsection appears only for the voice channel and displays recorded voice calls (if any). You can play, pause, rewind, fast-forward, and download recordings.

This section appears only if call recordings are enabled.

To view a voice call recording, expand the Voice Call Recording section.

• Use the playback buttons to control play speed, volume, play, pause, rewind, or fast-forward.

• To download a recording, select Download and choose one of the following:
  • Download as a single file: Downloads all recording files merged into one.
  • Download as separate files: Downloads each recording file individually.

• Select the files and select Download All.

The following error messages may appear:

• If the system cannot fetch recordings:

• If recordings are unavailable:

Overall Widget Feedback

This subsection appears only if the widget has received feedback from agents. It shows the total number of feedback entries and details including agent name, feedback reason, and additional comments.

To view it, expand Overall Widget Feedback.

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Filter Conversation Logs

This feature lets you quickly locate conversations using filters. By default, the calendar is set to Today, showing only current-day logs. You can also search for a specific conversation by entering its Conversation ID.

You can create and save custom filters by channel type and agent name, set a filter as the default, and edit or delete saved filters.

To filter conversation logs:

1. Select the Calendar button in the upper-right corner.

2. Select a Date Range or Time Range.
3. Select Apply.

Search by Conversation ID

Each conversation has a unique Conversation ID. Use it to find a specific conversation without scrolling or filtering.

1. Go to Conversation Logs.
2. Locate the Search by Conversation ID search box in the upper-right corner.
3. Enter the Conversation ID.
4. Press Enter.

Create a New Filter

You can create and save a custom filter based on channel type and agent name. Unsaved filters appear as a draft named Unsaved Filter.

1. Go to Conversation Logs.
2. Select Filters in the upper-right corner.

3. In the New Filter page:
   1. Select a Channel Type: Chat, Voice, or Email.
   2. Enter the first few letters of an agent’s email address, then select it from the autocomplete suggestions. To select multiple addresses, select Add Selected.

3. Select Save & Apply.
   • If you select Apply instead, the filter saves as a draft named Unsaved Filter.

4. Enter a name and select Save.

Edit, Delete, or Set as Default

1. Go to Conversation Logs.
2. Select the Filters list.

3. Select Clear Filter to remove the current filter and display the full conversation log.
4. Select Filters > Saved Filter, then choose a filter.
   • Select Mark as default to set it as the default filter.
   • Select Edit to modify the channel types and agents.
   • Select Delete to remove the filter.

5. Select Apply.

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