Conversations tab

Use the Conversations tab to view the list of Virtual Agent conversations and details of each conversation that occurred during the selected date range.

All NLU (Natural Language Understanding) conversations from the Conversation table [sys_cs_conversation], that run on the Virtual Agent Designer are listed on the Conversations page, except for notifications, open (ongoing) conversations, and previews.

To tag a conversation as a favorite, select the star icon on the side panel. You can list all conversations that are marked as favorite using the Filter Editor.

Virtual Agent conversations and analytics data is retained for a period of two years.

To access the Conversations tab, you must have the Chat Analytics Viewer (chat_analytics_viewer) role.

Figure 1. Conversations page

Conversations tab benefits

The Conversations tab enables you to do the following:

• Filter the list of conversations based on specific conditions using the filter editor. For more information, see Use filters in the Conversation tab
• Learn more about each conversation by viewing conversation details. For more information, see Get conversation details.
• Export the list of conversations to a file. For more information, see Export the conversations list.
• Download the conversation transcript to troubleshoot individual conversations. For more information, see Download the conversation transcript.

Get conversation details

To get more information about a conversation, select one of the conversations in the list. The information appears on the side panel.

Figure 2. Conversation details

To view and download the conversation transcript, select the Transcript tab.

Export the conversations list

To export the conversations list on the Conversations page to a file, select Export. In the Export pop-up window, specify the format for the file such as Excel, CSV, JSON, or PDF, and the delivery type such as email or download.

Note:

You can export up to 1000 records only from the list on the page. This limit is not configurable.

Conversation information

The following table describes details of conversations listed in the Conversations tab.

Table 1. User information

Column	Description
Created	Date of the conversation.
Duration	Duration of the conversation.
User ID	Unique identifier that the system creates and permanently assigns to a Virtual Agent user. The Id becomes a part of conversation records. This is not the same as the system user ID.
Device Type	Conversational channel used for the chat.
Language	Language used for the conversation.
End state	How the conversation ended. For more information on various conversation end states, see Virtual Agent interaction records.
Type	Type of conversation, for example, VA Only (conversation initiated and completed in VA).
Conversation	Sys Id of the conversation.

Download the conversation transcript

To download the conversation transcript, select a conversation from the conversations list and click Download.

The conversation transcript .txt file includes various data elements such as user input, Virtual Agent response, Flow Designer Integration Hub, flow action, custom controls, and topic block information for the selected conversation. This information helps Virtual Agent administrators to troubleshoot conversations, for example, conversations where there were errors or transfers to a live agent. For more information on the .txt file, see Conversation transcript template.

• Conversation transcript template
  The conversation transcript .txt file contains information used to troubleshoot individual conversations.
• Use filters in the Conversation tab
  You can filter out conversation for a deeper understanding.