Interactions Dashboard

Interactions store the bot interactions. You can use the logs to review your bot’s performance and troubleshoot issues with conversations.

To view the Interactions dashboard, follow the steps:

1. Click the three dots on the left navigation pane and then click Analytics. The Analytics panel is displayed with the list of reports.

2. Click Interactions under the Contact Center section of the Analytics panel. The Interactions dashboard is displayed on the right side of the page.
   

3. On this page, the following details of the logs are displayed in a table:

4. CUSTOMER: The contact who initiated the conversation.

   • Direction (Icon): The direction of the conversation – Inbound or Outbound.
   • LANGUAGE (Icon): The language of the conversation.
   • CHANNEL (Icon): The Channel of the conversation – Voice, Chat, or Email.

5. ACTIONS: You can download recordings and transcripts, and copy the following Identifiers:

   • User ID
   • Session ID
   • Call Conversation ID
   • Agent Conversation ID
     

6. SUPPORT: The agent who handled the conversation.

7. START TIME: The date and time when the conversation was logged. This field can be rearranged to display newest to oldest or oldest to newest by clicking the arrow icon.
8. DURATION: The duration of the inbound conversation.
9. AGENTS: The profile pictures of the agents who handled the conversation are displayed in the order in which they participated. Hovering over the profile pictures shows the names of the agents.
10. QUEUES: The last queue name is displayed with a +N for more queues. Hovering on the queues shows the order in which the conversation entered the queues.
11. SKILLS: One skill is displayed with a +N for more skills. Hovering over the skills shows all skills associated with the conversation.
12. STATUS: The statuses of the conversation are displayed:
    • In Progress: In Progress refers to an ongoing conversation. The interactions tab immediately displays a conversation that is in progress.
    • Error: Error is a disruption to an ongoing conversation, resulting in an error message. Failure of integrated systems results in errors.
    • Completed (Drop Off): Completed (Drop Off) refers to a voice call where there was no response from the user, and the conversation ends.
    • Completed (User Hangup): Completed (User Hangup) refers to a voice call where the user ends the conversation.
    • Completed (Bot Hangup): Completed (Bot Hangup) refers to a voice call where the task is completed, and the bot ends the conversation.
    • Completed: Completed refers to a chat conversation where the task is completed, and the conversation ends.

Supervisor Actions

Supervisors can view ongoing interactions on the Interactions tab. They can intervene as a supervisor, similar to the Monitor tab, and join, reassign, or change the queue of any interaction visible on the Interactions tab.

Steps to perform supervisor actions:

1. Click Interactions under the Contact Center section of the Analytics panel. The Interactions dashboard is displayed on the right side of the page.

2. Click ( ⋮ ) under ACTIONS and then click Supervisor View.
   

3. You will be redirected to the interactions section on the MONITOR tab.
   

4. Click the ongoing conversation. You can perform the following actions in the conversation:

   1. Join Conversation
   2. Assign
   3. Change Queue
      

Search Interactions

You can find the search field on the top right side of the Interactions tab.

The search feature on Interactions allows supervisors to do the following:

• Search for keywords in both chats and call transcripts.
• Search the Agent and Disposition notes.
• Exclude Agent AI Logs when searching the Transcripts.
• Search on Partial and Full Matches of Words and Phrases: The search function works for partial and complete matches of individual words and phrases.
  • Complete matches receive the highest rank in the search results.
  • Results that match all single words of a phrase receive the next priority.
  • Results that receive the last priority are those where only a few words of a phrase match.
• Ignore common words like Articles, Pronouns, and Prepositions while matching.

How it works:

1. Enter a word or phrase in the search field and click the Search icon.

2. The count of search results is displayed.
   

3. When you click a conversation, the Insights to Logs window is displayed. Enter the word or phrase in the search field to prompt the system to search for it in the conversation.
   

4. The system displays the count of the occurrences of the word or phrase along with the highlighted results.
   

Export Conversation Data, Transcripts, and Events

The conversation data, transcripts, and events can be exported as a .csv file and downloaded to the local system from the dashboard.

Steps to export conversation data/transcripts:

1. Select the conversations and click Export.
   

2. Click Export Conversation Data, Export Transcripts, or Export Events as required.
   

   or

   Click Download Recording or Download Transcript.
   

   Notes

   • If Export Conversation Data is selected, the metadata of all selected conversations is exported.
   • If Export Transcripts is selected, the exported transcript files retain the same naming convention currently used for all transcript exports. These files are compressed into a zip file named "transcripts-YYYY-MM-DD-HH24-mm-SS.zip.
   • Up to 25 conversations can be selected for exporting transcripts. If a selected conversation does not have a transcript or the system cannot retrieve one, a blank transcript is exported for that conversation.
   1. A status message is displayed at the start of the export. On completion, the file is downloaded.

Steps to Preview and Download Events:

1. Select the conversations, click Export, or click the Ellipsis (⋮) icon under Actions.
   

2. Click Preview Events.
   

3. The preview is generated. Click Download Events.

   Notes

   • The Download Events option will be unavailable for conversations over 30 days old.
   • Events are recorded periodically, so the exported document may not always reflect the entire event history. For a comprehensive record, it is recommended to download the events once the conversation has ended.

   

4. A confirmation is displayed when the event is exported.
   

   The following events and their timestamps are exported for chat and voice conversations.
   1. Routing Initiation
   2. Conversation Acceptance
   3. Conversation Rejection
   4. Conversation Transfer
   5. Transfer Failures
   6. Agent join
   7. Agent left
   8. Agent Consultation
   9. Skill Change
   10. Disposition Updates
   11. After-Call Work (ACW)
   12. Conversation Closure

Filters

To avoid repeatedly filtering your choices, you can create and save multiple filters on the Interactions tab.

Create Filter

1. Click the Filter button.
   

2. Click New Filter.
   

3. Select the IDs, Queues, Channels, Agents, Status, CSAT, and Custom Tags.
   

   Select from the below available options: 1. Clear – Clears the selection. 2. Save & Apply – Saves the filter, and it appears when selected. 3. Apply – Applied for one instance and not saved.

4. Click Save & Apply.

5. On the pop-up window, enter a name for the filter and click Save & Apply.
   

A confirmation message is displayed, and the filter is created.

Filter for Custom Tags [Beta]

You can filter conversations using custom tags.

Steps to enable the filter:

1. Click the Filter for Custom Tags (BETA) check box to enable the filters. The following Custom Tag fields are displayed:

   1. Tag name
   2. Predicate drop-down (CONTAINS and DOES NOT CONTAIN)
   3. AND button to create a new clause

2. Select the values for the custom tag fields and click AND to create a new clause.

3. Select the values for the second clause and click Apply.
   

A confirmation is displayed.

Clicking the (-) button deletes a clause.

Note

You can add up to 5 clauses.

The interactions that fulfill the criteria selected in the clauses are displayed.

Edit Filter

Steps to edit a filter:

1. Click the Filters tab. The Saved Filter name appears.
   

2. Click the Edit button.
   

3. Make the necessary changes and click Save & Apply.

A confirmation message is displayed, and the filter is updated.

Copy Filter

1. Click the Duplicate button.
   

2. On the Rename Filter window, enter a name for the filter and click Save.
   

A confirmation is displayed and a copy of the filter is created.

Mark as Default

1. Click the Mark as Default button.
   

2. A confirmation message is displayed and the filter is marked as default.
   

Delete Filter

1. Click the Delete button.
   

2. A Delete Filter message appears. Click Delete.

A confirmation message is displayed and the filter is deleted.

Insights to Logs

The Insights to Logs panel provides details of the conversation between the contact and the agent.

Click the interaction to view the Insights to Logs panel. The following tabs are displayed:

1. TRANSCRIPT – (formerly CHAT HISTORY)
2. DETAILS
3. USER
4. IDENTIFIERS

Icons beside the Insights to Logs header show the Direction (inbound or outbound), Language, and Channel.

TRANSCRIPT: This tab shows the transcript of the voice conversation including whispers from the supervisor.

The transcripts tab also shows the call transfer stages:

• User transferred to Agent - When the Automation transfers the voice call to Agent.
• User transferred to Automation - When the Agent transfers the voice call back to Automation.
  

Note

• When customers are placed on hold (either themselves or by an agent), the system will not display transcripts of any customer speech during the hold period.

• To redact Personally Identifiable Information (PII) in the transcript, select the option 'De-identify PII data while presenting it to the user' from the entity node. Learn more

DETAILS: This tab shows the following details:

Start: Conversation start time
End: Conversation end time
Agents: Name of the agent
Consulting agents: Name of the consulting agent
Joined Users: Names of users who joined this conversation
Queues: The queues where the call was handled
Skills: The assigned skills
Status: Conversation status
Mode: Mode of the conversation
CSAT: CSAT survey score
Disposition: Dispositions assigned
Notes: Notes added to the conversation (view only)
Snooze Count: Number of times the conversation was snoozed
Snooze Duration: Duration for which the conversation was snoozed
Session-level tags: Session-level tags assigned to the conversation.

USER: This tab shows the following details:

Customer Phone: Customer’s phone number.
Customer Name: Customer’s name.
Customer Email: Customer’s email address.
Channel User ID: The user ID of the conversation channel.
User ID: Agent’s user ID.
User-level tags: User-level tags assigned to the conversation.

IDENTIFIERS: This tab shows the following details:

Call ID: The call ID (for voice calls)
Session ID: The session ID.
Channel User ID: The user ID of the conversation channel.
Call Conversation ID: The conversation ID (for voice calls)
Agent Conversation ID: The agent conversation ID.
User ID: The agent’s user ID.
Campaign Instance ID: The campaign instance ID (for campaigns).

Click the Copy All button to copy all the identifier details (from the details tab) like:

• Start Time
• End time
• Caller ID
• Session ID
• Channel User ID
• Call Conversation ID
• Agent Conversation ID
• User ID
• Caller
• Callee

Call Recording

The call recording feature available under CHAT HISTORY can play past conversations between a contact and an agent and is recorded by the system. It is helpful for conversational quality analysis and auditing purposes. The recorded audio stream is available under CHAT HISTORY in the Insights to Logs panel.

The following recording settings can be configured:

• Play Audio: Click the Play icon to play the waveform of the audio.

• Increase playback speed: To change the playback speed, click the speed selection drop-down, and select the speed. The values ranging from the lowest to highest speeds are as follows:
  

• Volume: The volume slider can be adjusted to increase or decrease the volume.
  

• Mute: Click the Mute button to mute the audio.
  

• Rewind Audio: To rewind the audio by 10 seconds, click the Backward button.

• Forward Audio: To fast forward the audio by 10 seconds, click the Forward button.
  

• Download: Click the Download button to download the transcript.
  

  You can choose either as a single file or separate files.

  • Download as a single file: If you choose this option, all the files in the conversation will be downloaded as a single file.

    

  • Download as separate files: If you choose this option, you can select the files and download them.

    

• Duration: The increment and the countdown counters appear when the audio plays. The total duration of the audio is displayed before the audio plays.
  

  Note

  • The system does not record or display customer speech during hold periods, regardless of who initiated the hold.

  • If you enable the Pause/Resume Call Recording feature, the system does not record the duration of any paused voice interaction.

A message is displayed to the user on the Transcript tab when Call Recording Control is disabled in Agent Settings.

List of recording status and messages:

Status	Message
failed	Media generation failed due to some technical issue. Please contact your administrator
media_unavailable	No audio recording found in the server. Please contact your administrator
call_in_progress	Media unavailable while call is in progress. Please recheck once the call has ended.
media_in_progress	Media generation is in progress. Please wait for a few minutes.
partial_download_failed	Unable to fetch the recording. Please click the button below to retry. Note: A “Fetch Again” button appears. Users can click this button three times. If it still fails, ‘Media generation failed due to some technical issue. Please contact your administrator’ message appears.
partial_upload_failed	Unable to fetch the recording. Please click the button below to retry. Note: A “Fetch Again” button appears. Users can click this button three times. If it still fails, ‘Media generation failed due to some technical issue.
partial_failed	Unable to fetch the recording. Please click the button below to retry. Note: A “Fetch Again” button appears. Users can click this button three times. If it still fails, ‘Media generation failed due to some technical issue.

Diagnostics

Diagnostics is located at the top right corner of the Insights to Logs.

Note

This option is available only for voice interactions.

Clicking Diagnostics shows the following tabs:

Flow

The Flow tab provides a detailed timeline of call signaling and media flow between endpoints. This interface displays the sequence of SIP messages and RTCP packets exchanged during a call, allowing Agents and Supervisors to track the complete communication flow and troubleshoot connection issues.

The top row displays the IP addresses of all endpoints involved in the communication.

Example:

• 50.19.12.248
• 172.31.11.64
• 172.31.11.62
• 172.31.11.64

SIP Message Flow

The interface shows SIP signaling messages exchanged between endpoints:

1. INVITE
   • Direction: 50.19.12.248 to 172.31.11.64
   • Port: 5060 → 5060
   • Details: INVITE sip: +12513254563@domain...
   • Timestamp: [1][UU09]2024-04-15 15:29:37.679 +05:30 +0.000s
2. 100 (Trying)
   • Direction: 172.31.11.64 to 50.19.12.248
   • Port: 5060 ← 5060
   • Details: INVITE sip: +12513254563@domain...
   • Timestamp: [1][UU09]2024-04-15 15:29:37.679 +05:30 +0.000s
3. 200 (OK)
   • Direction: 172.31.11.64 to 50.19.12.248
   • Port: 5060 ← 5060
   • Details: INVITE sip: +12513254563@domain...
   • Timestamp: [1][UU09]2024-04-15 15:29:37.679 +05:30 +0.000s
4. ACK
   • Direction: 50.19.12.248 to 172.31.11.64
   • Port: 5060 → 5060
   • Details: INVITE sip: +12513254563@domain...
   • Timestamp: [1][UU09]2024-04-15 15:29:37.679 +05:30 +0.000s

The interface also shows RTCP media packets exchanged between endpoints:

1. RTCP (First packet)
   • Direction: 172.31.11.62 to 172.31.11.64
   • Port: 5060 → 5060
   • Details: INVITE sip: +12513254563@domain...
   • Timestamp: [1][UU09]2024-04-15 15:29:37.679 +05:30 +0.000s
2. RTCP (Second packet)
   • Direction: 172.31.11.62 to 172.31.11.64
   • Port: 5060 → 5060
   • Details: INVITE sip: +12513254563@domain...
   • Timestamp: [1][UU09]2024-04-15 15:29:37.679 +05:30 +0.000s

How to Use

1. Track Call Setup: Follow the initial INVITE, 100 Trying, 200 OK, and ACK sequence to verify proper call establishment.
2. Analyze Response Times: Note the timestamps to identify any delays in message processing.
3. Monitor Media Flow: Review RTCP packets to ensure media is flowing properly between endpoints.
4. Identify Issues: Look for missing messages or unexpected responses that might indicate connection problems.
5. Export Data: Use the export options to save the communication flow for further analysis.

QoS (Quality of Service)

The QoS tab provides detailed network metrics for call monitoring and troubleshooting. It offers comprehensive data visualization of network performance indicators to help Agents and Supervisors analyze call quality.

Packets

Metric	Description
Min. Packets	Minimum number of packets transmitted (320)
Avg. Packets	Average number of packets transmitted (249.25)
Max. Packets	Maximum number of packets transmitted (602)

Octets

Metric	Description
Min. Octets	Minimum number of octets/bytes transmitted (238047)
Avg. Octets	Average number of octets/bytes transmitted (238047)
Max. Octets	Maximum number of octets/bytes transmitted (802234)

Highest_Seq_No

Metric	Description
Min. Highest_Seq_No	Minimum sequence number (2)
Avg. Highest_Seq_No	Average sequence number (249625)
Max. Highest_Seq_No	Maximum sequence number (435756)

IA (Inter Arrival) Jitter

Metric	Description
Min. IA Jitter	Minimum inter-arrival jitter (0)
Avg. IA Jitter	Average inter-arrival jitter (0)
Max. IA Jitter	Maximum inter-arrival jitter (4)

LSR (Last Sender Report)

Metric	Description
Min. LSR	Minimum last sender report (0)
Avg. LSR	Average last sender report (3445503.34)
Max. LSR	Maximum last sender report (3445503.34)

MOS (Mean Opinion Score)

Metric	Description
Min. MOS	Minimum Mean Opinion Score (4.34)
Avg. MOS	Average Mean Opinion Score (2.32)
Max. MOS	Maximum Mean Opinion Score (5.74)

Packets_Lost

Metric	Description
Min. Packets_Lost	Minimum number of lost packets (0)
Avg. Packets_Lost	Average number of lost packets (0)
Max. Packets_Lost	Maximum number of lost packets (1)

The interface displays IP connection information in expandable rows, showing source and destination IP addresses (for example, 172.31.11.62 → 172.31.11.62).

The bottom bar chart visualizes call metrics over time. The x-axis shows timestamps (2024-04-15), and the y-axis represents metric values from 0 to 100.

Agents

The Agents tab provides comprehensive call information for agents and supervisors, displaying detailed metrics for all participants on a call. This enables a better understanding of interactions and assists with troubleshooting issues. The following data points are shown on this tab:

Field Name	Description
Participant Name	Name identifier of the person involved in the call. External Agents are marked with an "External Agent" tag.
Call Status	Indicates whether the participant is currently "In-Call" or has "Left" the call.
Start Timestamp	Date and time when the participant joined the call.
End Timestamp	Date and time when the participant left the call. Displays "NA" for participants currently in the call.
Average MOS (Mean Operating Score)	MOScore average value represents the participant's overall call quality.
Call Exit Reason	Categorized reason why the participant left the call (for example, "Disconnected", "Transfer", "Call Ended").
Call Exit Description	Detailed explanation providing additional context about why the participant exited the call.
MOS (min, max, average)	Minimum, maximum, and average MOScore values measuring voice quality during the call.
Jitter (min, max, average)	The minimum, maximum, and average jitter measurements indicate variations in packet delivery timing.
Packets Lost (min, max, average)	The minimum, maximum, and average count of data packets that failed to reach their destination.

Export

You can export the following reports:

• Export PCAP
• Export TEXT.