Activity

Open Activity from an agent to view the conversations behind Analytics. The page has a paginated chat-log list and a detail pane. The URL shows the active filters for sentiment, confidence, channel, date range, and topic, so you can share or revisit a filtered view. Analytics drill-ins open this page with the relevant low-confidence, sentiment, or topic filter already set.

Select a conversation to view its transcript. Each row shows the channel (if available), sentiment, country, low-confidence flag, most recent message, and topics. A row for a session that has a voice call also shows the call length, and a Processing pill while the recording is still being stored. You can select visible sessions to export them. If your role allows it, you can also archive, delete, or add notes to a conversation, or use Inbox takeover. An archived conversation leaves the default list. Select Show Archived to list archived conversations instead. Open one and select Restore to return it to the active list. Restore needs the same archive permission as archiving. These controls need their own permissions and plan tier. The ability to view Analytics does not include them.

Review a voice call

Set the channel filter to Voice to show only the sessions that have a voice call. A call reuses the chat session that it started in. Voice is therefore a subset of Chat, not a separate channel. The two counts overlap. They do not add up to the All Channels total.

Open a voice session to view its call detail. The pill row under the session header shows the total call length and the total credits across every call in the session. It also shows the LiveKit room of the latest call, and a Failed pill when the latest call failed. If the agent recorded the latest call and the recording reached storage, a player appears below the pill row. The dashboard requests the playback link when you first select play. That link is valid for 1 hour.

Each final spoken turn of a call, from the caller and from the agent, is saved as a message in the session transcript while the call runs. A voice session with no stored messages, such as a call that ends before any turn is stored, has an empty transcript, and the list row shows Voice call — no transcript. If that call failed, the row shows Call failed — no transcript recorded. Use the recording to review these calls. For the full call history of an agent, open Voice sessions.

Use filters to find a pattern. Read several representative conversations before you change an agent. The list is not a permanent record. The metrics it supports need the conversation context to make sense. To download data, use Exports from this page.