Explore and Filter Conversations

The Customer Intelligence feature provides valuable insights from user interactions, offering a clear view of customer queries and responses. You can utilize our proprietary analytics agent and its advanced quantitative and qualitative metrics to analyze customer and agent behaviour, and enhance your decision-making.

Advanced Metrics

We employ a proprietary analytics agent to extract deeper insights from every query. These advanced metrics provide granular analysis, enabling better decision-making and customer understanding.

Content Source Found- Identifies if a relevant content source was used to generate agent response.
User Emotion- Determines user's emotional tone (Positive, Neutral, Frustration, Dissatisfaction and Confusion).
User Intent- Classifies the purpose behind the user query (Informational, Troubleshooting, Instructional, Greetings, Transactional, Navigational, Follow-up).
Language- Recognizes the language of the user query.

To switch focus between these metrics, select the preferred Focus option from the menu.

To learn more about these metrics, you can check our Advanced Metrics guide.

Using Filters and Search

You can refine the data by applying filters and adjusting search parameters. The available filters include:

Content Source Found
User Emotion
User Intent
User Location
Query Language

Additionally, you can filter the data by selecting a timeframe: Today, Yesterday, Last 7 days, Last 30 days, Current Month, Current Year, or Custom Range.

You can also use the search feature to look for the specific keywords in both user queries and agent responses:

The search feature is by default looking for any combination of words entered in the search field. If you want to look for the specific term, you should use double quotation marks, like this: "your search keywords".