The pages under a project's Insights menu let you look back at what happened in conversations: which conversations took place and how each one went, which knowledge base content the AI agents answered from, and, in outbound projects, how the outbound calls went.
| Page | In the product | What it is for |
|---|---|---|
| Conversations | Insights > Conversations | Finding conversations by date, channel, outcome, rating, agent, intent or conversation attribute, and exporting the list |
| Conversation Details | A conversation opened from that list | Reading one conversation: transcript, customer and project information, AI Insights, custom attributes, execution details and traces |
| Knowledge Base Report | Insights > Knowledge Base | Seeing which knowledge base chunks each answer was built from, and how well they scored |
| Outbound | Insights > Outbound, in outbound projects only | Following outbound call batches, each customer to be called, and every call attempt with its result |
For charts and totals rather than individual conversations, see Dashboards.
What the report pages have in common
- Date range: choose Yesterday, Today, Last 7 days or Last 30 days, or set a custom range. A range can span at most 90 days, and data older than three years cannot be queried.
- Filters are remembered for you, per project, in your own browser. A shortcut such as Last 7 days is remembered as the shortcut, so it moves forward the next time you open the page.
- Test Chat conversations are included, under the channel Test Chat. Filter the channel to leave them out. Calls placed with Test Call in the designer do not appear in Outbound.
- AI Testing conversations are not included. Simulated test conversations are reviewed in AI Testing.
- 20 rows per page.
- How long data stays is set by the Data Retention Policy. A conversation removed by it disappears from every page here.