Conversations is the call history of SESTEK AgenticCX. Every call handled by your AI agents and human agents is listed here, newest first. Select a row to see the journey of the call step by step: who answered first, how long the caller waited in a queue, which agents were tried, and where the call was handed over.
Open it from Conversations in the left menu.
Watch the walkthrough
What you can do on this page
| Action | What it does | Permission needed |
|---|---|---|
| Open the Conversations page | Browse the call list and open the journey of any call | View Conversations |
| Pick a period, search and filter | Narrow the list to the calls you care about | View Conversations |
| Hover over a caller or an agent | See a contact or agent card without leaving the page | View Conversations |
Conversations is read only: you cannot edit or delete a conversation from this page. The default Supervisor role includes View Conversations. The default Agent role does not, so grant it to a role if your agents need to see call history (Administration, Identity management, Roles).
The conversation list
The list is sorted by start time, newest first. Select Start date in the header to reverse the order. Each row shows:
| Column | What it shows |
|---|---|
| ID | The conversation ID. Hover over it and select it to copy it |
| Caller | A direction icon (hover for Inbound call, Outbound call or Internal call), the caller's name and number, and how many segments the call had, for example 3 segments. A tag appears under it when the call was handed over: AI to Queue, Human to Human or Human to Queue |
| Called | The agent who handled the call, or AI Agent when the AI agent handled it. A dash means no agent answered |
| Queue | The queue the call went through. If it went through several, a +N tag shows the rest |
| Start date | The date, with the start time underneath |
| Duration | The length of the call, for example 01 m 01 sec |
The footer shows the total, for example 31 Conversations, and lets you move between pages and change the page size. With no results the list says No conversations found.
Choose the period
The date range at the top right opens on the last 7 days. Select it to open the calendar, then choose Today, Last 7 days, Last 30 days, or pick your own start and end days and select Apply.
A range can cover at most 30 days. For a longer history, look at one 30 day window at a time.
Search
Type in Search caller or ID… to find a call by its caller or by its ID. The list updates as you type. While a search is active, Clear all appears next to the Filters button.
Filters
Select Filters to narrow the list. Pick a filter on the left, choose your values on the right, then select Apply filters. Cancel closes the panel without changes and Reset all clears every selection.
| Filter | What you can choose |
|---|---|
| Direction | Inbound, Outbound or Internal |
| Agent | One or more agents. Use Search agents to find one and the arrows at the bottom to page through the list |
| Queue | One or more queues |
| Wrap-up Code | One or more wrap-up codes |
| Transfer Type | AI to Queue (the AI agent handed the call to a queue), Human to Human (an agent transferred the call straight to another agent) or Human to Queue (an agent transferred the call to a queue) |
| Duration | Any, <10s, 10-60s, 1-5m, 5m+, or a Custom range |
For Duration, a custom range has two boxes, the shortest and the longest length, and a slider from 0s to 10m. Drag the right handle to the edge for no upper limit. To match an exact length, type the same value in both boxes, for example 5:00 and 5:00.
Filters combine: a conversation must match every filter you set. Each active filter shows as a chip next to the Filters button, and the button shows how many filters are on.
Select the x on a chip to remove just that filter, or Clear all to remove every filter, the search and your date range. Your filters and your date range are remembered for your user the next time you open the page.
Open the journey of a call
Select the arrow at the start of a row. The row opens to show the call as a journey, from left to right in time. There is no separate page: select the arrow again to close it.
The journey has two lanes. Human Agent shows the steps handled by people and AI Agent shows the steps handled by the AI agent. Between them:
- Segment cards. Each step of the call is a card. It shows the start time, the duration, who handled it, and a badge for the response: Answered, Missed, Failed or Rejected. Next to the badge you see the most relevant detail: the reason when an agent rejected the call, otherwise the wrap-up code an agent chose, otherwise Transferred, otherwise how the step ended (Customer Hang Up, Agent Hang Up or Redirected).
- Queue steps. A dashed step shows the queue name and how long the caller waited there.
- Transfer arrows. A Transfer arrow connects a step to the one that took over.
- Unanswered transfers. When an agent transferred a call to someone who did not pick up, the journey shows that attempt as its own step.
- Hold and mute. When an agent put the caller on hold or muted the call, the card shows the total Hold and Mute time.
See every attempt to reach an agent
Hover over a queue step to see who was tried while the caller waited.
The header shows the number of Attempts, the Total wait, the time Between attempts and the Queue wait. The table lists each attempt with its Time, Duration, Status (for example Missed), Reason (for example Agent didn't respond) and Agent.
Caller and agent cards
Hover over a caller's name or an agent's name to open a card.
The caller card shows the caller's name and number, their calls in the last 7 days, the date and time of their last call, and their email. Select Profile to open the contact. Call places a call to the contact. It is greyed out, with a reason on hover, when your status is not Available, when no outbound number is configured, or when the number cannot be dialled.
If the number does not belong to a contact, the card says Unknown Caller and offers Create Contact, so you can add the person straight from the call history.
The agent card shows whether the person is a Human Agent or an AI Agent, their current status as a coloured dot, the calls they handled today, their average call duration, their last call, email and extension, and how many Assigned Queues and Assigned Skills they have.
Good to know
- A call can have several segments. For example, the AI agent answers, redirects the call to a queue, and a human agent picks it up. The N segments label under the caller counts them all.
- The Transfer Type filter and the tags under the caller use the same three values, so you can filter for the tag you see.
- Selecting a row only opens and closes the journey. Nothing on the Conversations page changes the call or its data.
- To see the contact behind a call in full, including its call history, open the contact from the caller card or from Contacts in the left menu.