Conversation Logs contains the record of all messages that your virtual agent handles, as well as historical data imported.
The default timeframe in the top right corner shows the last seven days of conversations. You can also add filters in the top left corner.
Filters for chat bots and ticket bots are slightly different:
Chat bot filters
- Message Text
- Conversation Type
- Conversation with suggestions - conversations that have at least one suggested answer
- Conversation not understood messages - conversations that have at least one message that was not understood
- Resolutions
- Agent Escalation
- Bot Handled
- Email Escalation
- Failed Escalation
- Custom Escalation
- Labels - Labels that have been created manually in Conversation Logs for Content Coverage Analysis or added by actions
- Intents
- Agents
- Duration
Ticket bot filters
- Message Text
- Conversation Type
- Conversation not understood messages - conversations that have at least one message that was not understood
- Actions applied - conversations with actions applied
- Resolutions
- Not understood - Last message not understood and no actions or replies were triggered
- Recognized Intent - Last message was understood and no actions or replies were triggered
- Processed - Intent was understood and actions were taken but no reply sent (with the exception of the default reply)
- Answered - Last message was understood and a reply was sent
- Intents
- Duration