{"id":42683,"date":"2022-07-18T11:13:39","date_gmt":"2022-07-18T10:13:39","guid":{"rendered":"https:\/\/developer.kore.ai\/v9-3\/?p=42683"},"modified":"2023-04-18T05:52:56","modified_gmt":"2023-04-18T04:52:56","slug":"conversation-history-dashboard","status":"publish","type":"post","link":"https:\/\/developer.kore.ai\/v9-3\/docs\/bots\/analyzing-your-bot\/conversation-history-dashboard\/","title":{"rendered":"Conversations History"},"content":{"rendered":"<section class=\"l-section wpb_row height_auto\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row type_default valign_top\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\">\r\n\t<div class=\"wpb_text_column \">\r\n\t\t<div class=\"wpb_wrapper\">\r\n\t\t\t<p>The <b>Conversations History<\/b> module helps you review the conversations of the virtual assistant by providing the summary view of conversations, key conversation events and the complete transcript. The feature allows you to label conversations that need follow up and collaboration to resolve.<\/p>\n<p><b>Note<\/b>: The <b>Conversations History<\/b> Dashboard is available only post 9.3 release, i.e. post-July 24, 2022.<\/p>\n\r\n\t\t<\/div>\r\n\t<\/div>\r\n<div class=\"w-separator size_medium\"><\/div>\r\n\t<div class=\"wpb_text_column \">\r\n\t\t<div class=\"wpb_wrapper\">\r\n\t\t\t<h2><span class=\"ez-toc-section\" id=\"Navigating_to_the_Conversation_History_Dashboard\">Navigating to the Conversation History Dashboard<\/span><\/h2>\n<p>To access the <b>Conversation History<\/b> dashboard, follow these steps:<\/p>\n<ol>\n<li>Sign in to the Kore.ai Platform and click the relevant tile under <b>Virtual Assistants<\/b>.<\/li>\n<li>Click the <b>Analyze<\/b> tab on the top menu.<\/li>\n<li>Click <b>Conversation History<\/b> on the left navigation menu as shown below.<a ref=\"magnificPopup\" href=\"https:\/\/developer.kore.ai\/wp-content\/uploads\/Conv-history-1.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/developer.kore.ai\/wp-content\/uploads\/Conv-history-1.png\" alt=\"\" width=\"600\" height=\"400\" class=\"alignnone size-full wp-image-43455\" \/><\/a><\/li>\n<\/ol>\n<h2><span class=\"ez-toc-section\" id=\"Conversation_History_Analytics_Panel\">Conversation History Analytics Panel<\/span><\/h2>\n<p>The Conversations History  module displays the following information for every conversation when you set the filter criteria.<\/p>\n<p><b>Containment Type<\/b><\/p>\n<p>The following containment types affect the conversation flow and are displayed on top of individual Conversations History details panel:<\/p>\n<ul>\n<li><b>Self-service<\/b>: Indicates conversations that ended with a successful response from the virtual assistant.<\/li>\n<li><b>Agent Transfer<\/b>: Indicates conversations that are transferred to live agents using the Agent Transfer node from the Dialog Tasks.<\/li>\n<li><b>User Drop-off<\/b>: Indicates conversations where the user has dropped-off from the conversation in the middle of a task execution or any other error in the flow.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/developer.kore.ai\/wp-content\/uploads\/containment.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/developer.kore.ai\/wp-content\/uploads\/containment.png\" alt=\"\" width=\"700\" height=\"400\" class=\"alignnone size-full wp-image-43458\" \/><\/a><\/li>\n<p><b>Label<\/b><\/p>\n<p>A label helps the analysts reviewing the conversations to identify the ones that need follow up or other actions.<\/p>\n<p><b>Manage Labels<\/b><\/p>\n<p>To view, delete, or edit the labels, follow these steps:<\/p>\n<ul>\n<li>Click the label tab.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/developer.kore.ai\/wp-content\/uploads\/label.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/developer.kore.ai\/wp-content\/uploads\/label.png\" alt=\"\" width=\"700\" height=\"350\" class=\"alignnone size-full wp-image-43462\" \/><\/a><\/li>\n<li>In the <b>Labels<\/b> window, click the relevant icon of the label to edit or delete it.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/developer.kore.ai\/wp-content\/uploads\/edit-label.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/developer.kore.ai\/wp-content\/uploads\/edit-label.png\" alt=\"\" width=\"300\" height=\"250\" class=\"alignnone size-full wp-image-43465\" \/><\/a><\/li>\n<li>Click <b>Save<\/b>.<\/li>\n<\/ul>\n<p><b>Add Label<\/b><\/p>\n<p>You can add your own label in addition to the labels with these steps:<\/p>\n<ul>\n<li>The first option is to click the <b>+ Label<\/b> button on the Conversations History page for the conversation history.<a ref=\"magnificPopup\" href=\"https:\/\/developer.kore.ai\/wp-content\/uploads\/add-label.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/developer.kore.ai\/wp-content\/uploads\/add-label.png\" alt=\"\" width=\"800\" height=\"500\" class=\"alignnone size-full wp-image-43470\" \/><\/a><\/li>\n<li>The second option is to click <b>+ Add<\/b> In the <b>Labels<\/b> window.<a ref=\"magnificPopup\" href=\"https:\/\/developer.kore.ai\/wp-content\/uploads\/CH-6.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/developer.kore.ai\/wp-content\/uploads\/CH-6.png\" alt=\"\" width=\"400\" height=\"200\" class=\"alignnone size-full wp-image-42868\" \/><\/a><\/li>\n<li>Enter the label name, select the color of the indicator, and hit enter.<a ref=\"magnificPopup\" href=\"https:\/\/developer.kore.ai\/wp-content\/uploads\/new-label.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/developer.kore.ai\/wp-content\/uploads\/new-label.png\" alt=\"\" width=\"400\" height=\"250\" class=\"alignnone size-full wp-image-43473\" \/><\/a><\/li>\n<li>Select the label and click <b>Save<\/b> to display the same.<\/li>\n<\/ul>\n<p><b>Other Conversation Parameters<\/b><\/p>\n<p>The <b>Channel, Language, Date<\/b>, and <b>conversation duration<\/b> are displayed at the top of the Conversation History analytics panel.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v9-3\/wp-content\/uploads\/sites\/29\/20220725131912\/other-parameters.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v9-3\/wp-content\/uploads\/sites\/29\/20220725131912\/other-parameters.png\" alt=\"\" width=\"800\" height=\"500\" class=\"alignnone size-full wp-image-43479\" \/><\/a><\/p>\n<h3><span class=\"ez-toc-section\" id=\"Conversation_Summary\">Conversation Summary<\/span><\/h3>\n<ul>\n<li>\n<b>User Messages<\/b>: The number of messages sent by the user to the virtual assistant.<\/li>\n<li><b>Bot Messages<\/b>: The number of messages sent by the bot\/virtual assistant to the user.<\/li>\n<li><b>Intents Identified<\/b>: The number of user intents identified by the virtual assistant during the conversation.<\/li>\n<li><b>Intent Unidentified<\/b>: The number of utterances that did not result in any intent identification during the conversation.<\/li>\n<li><b>Tasks Completed<\/b>: The number of tasks successfully completed by the virtual assistant.<\/li>\n<li><b>Failed Tasks<\/b>: The number of tasks that failed during the conversation.<a ref=\"magnificPopup\" href=\"https:\/\/developer.kore.ai\/wp-content\/uploads\/conv-summary.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/developer.kore.ai\/wp-content\/uploads\/conv-summary.png\" srcset=\"https:\/\/developer.kore.ai\/wp-content\/uploads\/conv-summary.png\" alt=\"\" width=\"452\" height=\"156\" class=\"alignnone size-full wp-image-43676\" \/><\/a><\/li>\n<\/ul>\n<h3><span class=\"ez-toc-section\" id=\"Conversation_Events\">Conversation Events<\/span><\/h3>\n<p>Conversation events indicate the sequence of occurrences during a conversation triggered by customer inputs and responses while interacting with a bot. Each event can be categorized into regular and error-based occurrences. When analyzing a conversation flow, the user can identify the event type based on the following icons that are displayed for the relevant event.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/developer.kore.ai\/wp-content\/uploads\/conv-events.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/developer.kore.ai\/wp-content\/uploads\/conv-events.png\" alt=\"\" width=\"250\" height=\"600\" class=\"alignnone size-full wp-image-43717\" \/><\/a><\/p>\n<p>The list of events triggered during a conversation are displayed below.<\/p>\n<table>\n<tr>\n<th>Event<\/th>\n<th>Description<\/th>\n<\/tr>\n<td><b>Intent Found<\/b><\/td>\n<td>Triggered when the virtual assistant understands the user&#8217;s intent. The intent name identified is displayed.<\/td>\n<\/tr>\n<tr>\n<td><b>Intent Not Found<\/b><\/td>\n<td>Triggered when the virtual assistant is unable to understand the user&#8217;s intent.<\/td>\n<\/tr>\n<tr>\n<td><b>Agent Transfer<\/b><\/td>\n<td>Triggered when a live agent transfer is initiated during the conversation.<\/td>\n<\/tr>\n<tr>\n<td><b>Entity Retry<\/b><\/td>\n<td>Triggered when the input provided by the user is not identified by the virtual assistant and a input retry request to the customer.<\/td>\n<\/tr>\n<tr>\n<td><b>Confirmation Retry<\/b><\/td>\n<td>Triggered when a confirmation request for a query or selection is generated from the virtual assistant to the customer.<\/td>\n<\/tr>\n<tr>\n<td><b>On Connect<\/b><\/td>\n<td>Triggered every time a customer invokes Web\/Mobile SDK (a conversation is initiated on the channel).<\/td>\n<\/tr>\n<tr>\n<td><b>Sentiment Event<\/b><\/td>\n<td>Triggered when a customer&#8217;s sentiment is identified during the conversation. The user sentiment type identified is displayed.<\/td>\n<\/tr>\n<tr>\n<td><b>Welcome<\/b><\/td>\n<td>Triggered on receiving a message from user when channel specific event is not configured.<\/td>\n<\/tr>\n<tr>\n<td><b>Welcome Event Telegram<\/b><\/td>\n<td>Triggered on receiving a welcome event from Telegram.<\/td>\n<\/tr>\n<tr>\n<td><b>Welcome Event Facebook<\/b><\/td>\n<td>Triggered on receiving a welcome event from Facebook Messenger.<\/td>\n<\/tr>\n<tr>\n<td><b>Welcome Event Telephone<\/b><\/td>\n<td>Triggered on receiving a Telephone Call from any voice channel.<\/td>\n<\/tr>\n<tr>\n<td><b>End<\/b><\/td>\n<td>Triggered on the closing of a conversation.<\/td>\n<\/tr>\n<tr>\n<td><b>Debug Log<\/b><\/td>\n<td>Triggered when a debug log script runs for a script failure or service failure event.<\/td>\n<\/tr>\n<tr>\n<td><b>Script Failure<\/b><\/td>\n<td>Triggered when a Script node failure occurs.<\/td>\n<\/tr>\n<tr>\n<td><b>Service Failure<\/b><\/td>\n<td>Triggered when a service node failure occurs.<\/td>\n<\/tr>\n<tr>\n<td><b>RCS Opt In<\/b><\/td>\n<td>Triggered on receiving Opt-In from the user for Rich Communication Services.<\/td>\n<\/tr>\n<tr>\n<td><b>RCS Opt Out<\/b><\/td>\n<td>Triggered on receiving Opt-out from the user for Rich Communication Services.<\/td>\n<\/tr>\n<tr>\n<td><b>User Message<\/b><\/td>\n<td>Triggered when a customer sends a message to the virtual assistant on the channel.<\/td>\n<\/tr>\n<\/table>\n\r\n\t\t<\/div>\r\n\t<\/div>\r\n<div class=\"w-separator size_medium\"><\/div>\r\n\t<div class=\"wpb_text_column \">\r\n\t\t<div class=\"wpb_wrapper\">\r\n\t\t\t<p><b>User Details<\/b><\/p>\n<p>This section displays the following details of the agent that participated in the specific conversation:<\/p>\n<ul>\n<li><b>User ID<\/b>: The unique ID assigned to the agent.<\/li>\n<li><b>Channel Data<\/b>: The conversational channel where the interaction occurred.<\/li>\n<li><b>Total Conversation Sessions<\/b>: The total number of conversations the agent has handled for the selected period.<\/li>\n<li><b>Sessions in the Last 30 Days<\/b>: The number of conversations the agent handled in the date period that the used has selected within the last 30 days.<\/li>\n<li><b>Last Interaction Date<\/b>: The date of the agent\u2019s most recent customer interaction.<\/li>\n<\/ul>\n<p>To view the <b>User Details<\/b>, follow these steps:<\/p>\n<ul>\n<li>Click an entry under <b>Conversation Summary<\/b> or an event under <b>Conversation Events<\/b> on the <b>Conversation History<\/b> dashboard.<\/li>\n<li>The <b>User Details<\/b> window displays the above-mentioned details.<br \/><a ref=\"magnificPopup\" href=\"https:\/\/developer.kore.ai\/wp-content\/uploads\/user-details.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/developer.kore.ai\/wp-content\/uploads\/user-details.png\" alt=\"\" width=\"400\" height=\"300\" class=\"alignnone size-full wp-image-43725\" \/><\/a><\/li>\n<\/ul>\n<p><b>Chat History<\/b><\/p>\n<p>The chat conversation flow between the virtual assistant and the customer including the events, actions, input requests, queries, intent-based responses, and failed tasks\/exceptions is displayed in this panel.<\/p>\n<p>To view <b>Chat History<\/b>, follow these steps:<\/p>\n<ul>\n<li>Click an entry under Conversation Summary or an event under Conversation Events on the Conversation History dashboard.<\/li>\n<li>The Chat History window displays the conversation flow. In addition, the following information is displayed on the side pane:\n<ul>\n<li><b>Date Filter<\/b> dropdown to select the period of Chat History.<a ref=\"magnificPopup\" href=\"https:\/\/developer.kore.ai\/wp-content\/uploads\/chat-history.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/developer.kore.ai\/wp-content\/uploads\/chat-history.png\" alt=\"\" width=\"800\" height=\"500\" class=\"alignnone size-full wp-image-43482\" \/><\/a><\/li>\n<li>The date-wise information summary on the following:\n<ul>\n<li>Conversation channel.<\/li>\n<li>Chat initiation event.<\/li>\n<li>Chat Duration<\/li>\n<li>Chat Start time and End time.<\/li>\n<li>Conversation summary of the following metrics:\n<ul>\n<li>User messages<\/li>\n<li>Bot messages<\/li>\n<li>Intents identified<\/li>\n<li>Intents Unidentified<\/li>\n<li>Tasks completed<\/li>\n<li>Failed Tasks<\/li>\n<\/ul>\n<li>Language (of interaction)<\/li>\n<li>Identification labels tagged to the conversation history.<br \/><a ref=\"magnificPopup\" href=\"https:\/\/developer.kore.ai\/wp-content\/uploads\/chat-history-summary.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/developer.kore.ai\/wp-content\/uploads\/chat-history-summary.png\" alt=\"\" width=\"500\" height=\"350\" class=\"alignnone size-full wp-image-43485\" \/><\/a><\/li>\n<\/ul>\n<\/ul>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"Filter_Criteria\">Filter Criteria<\/span><\/h2>\n<p>The Conversations History data can be viewed based on specific filter criteria that can be selected. <a href=\"https:\/\/developer.kore.ai\/v9-3\/docs\/bots\/analyzing-your-bot\/dashboard-filter-criteria\/\">Learn more<\/a>.<\/p>\n\r\n\t\t<\/div>\r\n\t<\/div>\r\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"The Conversations History module helps you review the conversations of the virtual assistant by providing the summary view of conversations, key conversation events and the complete transcript. The feature allows you to label conversations that need follow up and collaboration to resolve. Note: The Conversations History Dashboard is available only post 9.3 release, i.e. post-July...","protected":false},"author":21,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[45],"tags":[],"class_list":["post-42683","post","type-post","status-publish","format-standard","hentry","category-analyzing-your-bot"],"_links":{"self":[{"href":"https:\/\/developer.kore.ai\/v9-3\/wp-json\/wp\/v2\/posts\/42683","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/developer.kore.ai\/v9-3\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/developer.kore.ai\/v9-3\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/developer.kore.ai\/v9-3\/wp-json\/wp\/v2\/users\/21"}],"replies":[{"embeddable":true,"href":"https:\/\/developer.kore.ai\/v9-3\/wp-json\/wp\/v2\/comments?post=42683"}],"version-history":[{"count":82,"href":"https:\/\/developer.kore.ai\/v9-3\/wp-json\/wp\/v2\/posts\/42683\/revisions"}],"predecessor-version":[{"id":51512,"href":"https:\/\/developer.kore.ai\/v9-3\/wp-json\/wp\/v2\/posts\/42683\/revisions\/51512"}],"wp:attachment":[{"href":"https:\/\/developer.kore.ai\/v9-3\/wp-json\/wp\/v2\/media?parent=42683"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/developer.kore.ai\/v9-3\/wp-json\/wp\/v2\/categories?post=42683"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/developer.kore.ai\/v9-3\/wp-json\/wp\/v2\/tags?post=42683"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}