Overview

Monitor and review customer interactions.

For quick QA workflows using Conversations, see QA and analytics. For performance analysis, see Performance monitoring.

Review and analyze calls in Analytics > Conversations. Monitor quality, track performance, and review transcripts across all environments.

Features

Conversation review

Detailed call insight and summaries of individual calls.

Annotations

Highlight and tag issues for improvement.

Conversation diagnosis

Analyze flows, function calls, and topic citations.