Viewing Conversation Logs

To view Conversation Logs, follow the below process.

Personas

  • SME or Annotator

To View Conversation Logs:

  1. Login to the application as an SME or Annotator.
  2. Click Conversation Logs. The Conversation Logs page is displayed with the list of Instances.

    Conversation Logs page
    Figure: Conversation Logs page

  3. Select the required Instance to view the Conversations list.

    Conversations List page
    Figure: Conversations List page

Field Description

The following table describes the fields on the Conversation Logs page:

Field

Description

Filter Options

Start Date

Select the start date for Conversation. Click the Calendar icon to select the date.

End DateSelect the end date for Conversation. Click the Calendar icon to select the date.
Action Filter

Select the action(s) from the drop-down list as follows:

  • Pass
  • Fail
  • Annotated
  • Un-Annotated
Intent Filter

Select an Intent from the drop-down list as follows:

  • Create Service Request
  • Create Incident
  • View KB
  • Ticket Status
  • FAQs
  • Chit Chat
  • Information
  • Ticket Update
  • Live Agent Transfer
  • Exit
  • Remind Incident
  • Remind Service Request
  • Cancel Incident
  • Cancel Service Request
  • Reopen Incident
  • Reopen Service Request
  • Escalate Incident
  • Escalate Service Request
  • Update Incident
  • Update Service Request
  • Remind Ticket
  • Escalate Ticket
  • Cancel Ticket
  • Reopen Ticket
  • Incident Status
  • Service Request Status
Columns
User Name Displays the User Name.
Annotated By Displays the SME or Annotator name.
Annotated On (GMT) Displays the date on which the conversation is Annotated.
Logged Time (GMT) Displays the conversation logged time.
TopicDisplays the type of conversation.
TagsDisplays the status of the conversation.
ActionClick the Action icon to view the conversation details.

Note:

  • After specifying the filter criteria, you must click Search button to view the list of conversation logs.
  • The user search works with the startsWith mechanism. Also, you can enter the complete keyword and search.