Conversation Mining

Conversation Mining gives supervisors a centralized workspace to review, analyze, and monitor processed and pending customer interactions. It supports AI Agent, Human Agent, and AI Agent → Human Agent handoff conversations.

For handoff interactions, the system stores the AI Agent and Human Agent portions as separate evaluation records. Supervisors can filter, review, audit, and evaluate each segment independently. The Handled By column identifies whether the interaction belongs to an AI Agent or Human Agent.

Conversation Mining combines conversation quality, evaluation scores, customer experience, business metadata, sentiment, topics, intents, and operational insights to help supervisors conduct audits, provide coaching, investigate issues, and analyze performance across Conversation Mining, AI-Assisted Audit, and Agent Dashboards.

Use Contact Direction together with Queue, Experience Flow, Channel, Evaluation Form, and other filters to analyze inbound and outbound interactions.

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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.

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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.

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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.

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Processed Tab

The Processed tab (Processed Conversations) displays conversations that have completed Quality AI processing and are available for review. Selecting a conversation opens the AI-Assisted Audit screen, where supervisors can view the transcript, evaluation results, sentiment, audit details, and other insights.

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.

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Access Process Tab Conversations

Navigate to Quality AI > AutoQA > Conversation Mining > Processing.

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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.

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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 or Queue	Displays the assigned Experience Flow for AI Agent conversations or 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 before tagging interactions for future reference.

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AI Agent Conversation Behavior

AI Agent conversation segments differ from Human Agent segments.

For AI Agent conversations:

• Experience Flow replaces Queue.
• AI evaluation forms are used.
• Speech-related moments are unavailable.
• Speech metrics such as Empathy Score, Dead Air, Cross-talk, Speaking Rate, Hold, and Crutch Words aren’t generated.
• AI-specific evaluation metrics are used.

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Pending Tab

The Pending tab (Pending Conversation) displays conversations waiting for Quality AI processing (Pending or In Progress) and conversations that failed validation. 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.

Pending Tab Columns

Column	Description
Handled By Agent	Displays the name of the agent who handled the pending conversation.
Conversation ID	Displays the conversation identifier for the interaction.
Start Date	Displays the date when the conversation started.
End Date	Displays the date when the conversation ended.
Processing Status	Displays the current state of conversation processing.

Filter By Processing Status Values

Use the Status filter on the Pending tab to view conversations by their current processing state. The following table describes each status and its corresponding filter option.

Status / Filter Option	Description
Select All	This option displays all pending conversations regardless of status. The system selects this option by default on the Pending tab.
Pending	Displays conversations in the Pending state. The system terminates the conversation and queues it for processing. If you configure Scheduled Processing, the conversation waits until the next processing window.
In Progress	Displays conversations in the In Progress state. Quality AI processes these conversations.
Failed	Displays conversations in the Failed state. The system records the validation failure reason when a conversation fails validation and does not process it. When you select this filter, the system displays subcategories for specific validation failure reasons.

Filter Conversations

Control	Description
Columns	Include or exclude specific fields in the Interactions dashboard.
Bookmarks	Assign interactions to bookmarks and view all bookmarks associated with an interaction.
Date and Time Range	Select the 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).

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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.

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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).

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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.