Analyze
Conversations
Version 1.0 · Last updated 2026-06-25
Aggregate metrics tell you what is happening. Individual conversations tell you why. Conversations are where you go when Performance shows a number you do not like and you need to find the cause.
Key concepts
List view
Conversations from the last 30 days by default, with date, response count, customer rating, and status. Filter by rating, length, Moment, surface, or Audience.
Detail view
Full transcript of one conversation. Each agent answer shows Sources used and any thumbs feedback. Procedure runs and Signal triggers are visible.
Flagging
Mark a conversation for team review, or report a suspected bug to the Unless team. Add a note for context.
Add to Quality reports
Promote a question from a real conversation into your Quality reports control set. One click.
What you can do here
- Filter conversations across Moments, surfaces, and Audiences
- Open any conversation to read the full transcript
- See which Sources the agent used for each answer
- Flag conversations for team review
- Promote a question into Quality reports
- Export conversation data for offline analysis
When to use it
- Performance metrics moved unexpectedly and you need to find the cause
- A customer complained about an agent answer and you want to read what happened
- You are building your Quality reports control set from real questions
- You are auditing the agent’s behavior for a compliance review
How it works
Every conversation is logged in full with every answer, every Source used, every Procedure run, every Signal triggered. Logs feed Analyze but also serve as the audit trail for Accountability.
