Monitor performance

You can monitor your agent’s performance in the Monitor section of your agent’s menu. Here’s a breakdown of each sub-section:

Conversations

You can view a list of all your agent’s conversations in the Conversations sub-section. Just select any conversation to view its details:

In this menu, you can access:

• The conversation’s participants
• Its conversation ID
• Which integration it occurred on
• Its start date and last activity
• Its current status
• Any tags associated with it

Message data

You can select any message in the conversation to get a detailed JSON representation of all its associated data:

AI insights

Select Enable AI to enable sentiment analysis and AI summaries for incoming conversations:

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Users

You can view all your agent’s unique users in the Users sub-section. Select any user ID to open conversations, events, or logs associated with that user.

Analytics

You can view detailed analytics about your agent’s performance in the Analytics sub-section:

For any tile, you can:

• Select the current range to modify it
• Select Edit Source to change which data the tile displays
• Select to access additional options:
  • Show/Hide Legend
  • Type
  • Duplicate
  • Delete