Agent AI Conversation Logs

Back to 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, view overall widget feedback, and export conversation data in JSON format.

Accessing Conversation Logs

Sign in to AI for Service.
Go to Agent AI > Analytics > Agent AI Logs. The default view shows today’s conversation records.
Select the arrow next to Conversation ID or Time to sort the table in ascending or descending order.
Select the Widget Loaded filter, and then select Yes or No to filter data by widget load status.
Select the Calendar to filter for a preset interval or a custom range. The total conversation count for the selected range updates next to the Conversation Logs heading.
Select a Conversation ID to view the Conversation Log page.
Select the Download icon to download the conversation data in JSON format.

Conversation Logs 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.
Widget Loaded	Indicates whether the Agent AI widget loaded during the conversation.
Duration	The length of time the conversation lasted.

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

Conversation log

The Conversation Log page shows the Transcript, Feedback, Identifiers, and Insights tabs. You can view the conversation summary, edited summary (if any), transcripts, AI suggestions, feedback, identifiers, voice call recording, overall widget feedback, and the conversation record.

Transcript

The Transcript section displays the following:

AI Suggestions toggle — Shows or hides AI-generated suggestions in the conversation log.
AI suggestions display only if you select the Agentic Copilot toggle in Agent AI > Configurations > Widget Settings > Agent AI Channel Specific Settings.
Translate dropdown list — Available languages for conversation translation. After you select a language, the Original button displays. Selecting Original shows transcripts in both the original and translated languages.
The Translate list displays only the languages you set at the app level.
AI-generated conversation summary — If an agent edits the summary, an eye icon marks the edited version. Select the eye icon to view the original and edited versions side by side.
Transcripts of customer-agent conversations and AI suggestions — Each AI suggestion shows copy, sent, thumbs up, or thumbs down icon based on the action the agent takes on it. The negative feedback reason is also visible on hovering over the feedback icon.
An error message and the agent-entered summary, if summary generation fails.
Recorded voice calls — Displays voice call recordings for the voice channel. You can play, pause, rewind, fast-forward, and download each recording.

Feedback

The Feedback section displays only if agents have submitted feedback on the widget’s performance. It shows the agent name, feedback reason, additional comments, and feedback on suggestions.

Overall Agent AI Widget Feedback: Displays the agent’s overall feedback on widget performance, including the agent name or ID, feedback reason, and additional comments. For agent transfers, the section displays a separate row for each agent.
Suggestions Feedback: Displays the agent’s feedback on AI suggestions, including the suggestion, source, agent feedback, and suggestion reason.
Summary Feedback: Displays the agent’s feedback on mid-conversation summary, landing summary, agent transfer summary, and closing summary along with the feedback type, feedback reason, and agent name.

Identifiers

The Identifiers section shows unique conversation identifiers, call details (voice channel only), and linked app session IDs. You can copy identifiers and view the overall sentiment of the conversation. Conversation Identifiers

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.
Queue Name	Unique identifier of the queue handling the conversation.
Overall Sentiment	Overall sentiment of the conversation — Positive, Neutral, or Negative. Hover to view the sentiment graph.

Call details (voice channel only)

Field	Description
KVG Call SID	The Call SID associated with the session. Use this to trace call-level issues and diagnose transcript-generation failures.
SIP Headers	Select Copy Headers to copy the SIP header details.

Linked app sessions

Field	Description
Agentic Session ID	The session ID for the associated Agentic Copilot session.
Agentic Search Session ID	The session ID for the associated Agentic Search session.

To display Overall Sentiment, turn on the Agent Coaching feature.
If Agentic Copilot is on, both Session ID and User ID display as N/A.
The Call Details subsection appears only for the voice channel.

Insights

The Insights tab displays the following: Agent initiated search Displays a table of search queries the agent submitted during the conversation.

Column	Description
Search Query	The query the agent submitted in the Search tab.
Search Result	The result the system returned for the query.
Source	The source of the search result, such as Agentic or Search AI.
Actions Taken	The action the agent took on the result, such as Copy or Sent.

Filter Conversation Logs

This feature lets you locate conversations using filters. By default, the calendar shows only today’s 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:

Select the Calendar button in the upper-right corner.
Select a Date Range or Time Range.
Select Apply.

Search by Conversation ID

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

Go to Conversation Logs.
Locate the Search by Conversation ID search box in the upper-right corner.
Enter the Conversation ID.
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.

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

Go to Conversation Logs.
Select the Filters list.
Select Clear Filter to remove the current filter and display the full conversation log.
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.
Select Apply.

Export Conversation Log

The Export feature lets you download the conversation data for selected conversations in JSON format. The export includes the following data:

​Accessing Conversation Logs

​Conversation Logs Fields

​Conversation log

​Transcript

​Feedback

​Identifiers

​Insights

​Filter Conversation Logs

​Search by Conversation ID

​Create a New Filter

​Edit, Delete, or Set as Default

​Export Conversation Log

Accessing Conversation Logs

Conversation Logs Fields

Conversation log

Transcript

Feedback

Identifiers

Insights

Filter Conversation Logs

Search by Conversation ID

Create a New Filter

Edit, Delete, or Set as Default

Export Conversation Log