> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt
> Use this file to discover all available pages before exploring further.
# Agent AI Conversation Logs
[Back to Analytics Overview](/ai-for-service/analytics/overview)
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 Platform.
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.
***
## 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.
***
## 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**.
***
## 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**.
***