{"id":2901,"date":"2022-03-09T09:42:10","date_gmt":"2022-03-09T09:42:10","guid":{"rendered":"https:\/\/multisite.korebots.com\/multisite-2\/?p=1225"},"modified":"2022-03-09T09:42:10","modified_gmt":"2022-03-09T09:42:10","slug":"access-conversational-logs","status":"publish","type":"post","link":"https:\/\/multisite.korebots.com\/multisite-2\/access-conversational-logs\/","title":{"rendered":"Access Conversational Logs"},"content":{"rendered":"<section class=\"l-section wpb_row height_auto\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_grid cols_1 laptops-cols_inherit tablets-cols_inherit mobiles-cols_1 valign_top type_default stacking_default\"><div class=\"wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>SmartAssist lets you enable <b>conversation logs<\/b> to store bot interactions. You can use access call logs to review the performance of your bot and to troubleshoot issues with conversations.<\/p>\n<\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p><span style=\"font-weight: 400\">To access the <strong>conversational logs<\/strong> for an inbound call\/chat between a contact and an agent, follow the steps below:<\/span><\/p>\n<p><span style=\"font-weight: 400\">1. On the left pane, click <\/span><b>Conversational Logs<\/b><span style=\"font-weight: 400\">.<\/span><span style=\"font-weight: 400\"><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/conv-logs-menu.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1069\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/conv-logs-menu.png\" alt=\"\" width=\"602\" height=\"156\" srcset=\"https:\/\/multisite.korebots.com\/multisite-2\/wp-content\/uploads\/sites\/25\/2021\/01\/conv-logs-menu.png 602w, https:\/\/multisite.korebots.com\/multisite-2\/wp-content\/uploads\/sites\/25\/2021\/01\/conv-logs-menu-300x78.png 300w\" sizes=\"(max-width: 602px) 100vw, 602px\" \/><\/a><\/span><\/p>\n<p><span style=\"font-weight: 400\">2. On the Conversational Logs page, select a call row to access the full transcript exchanged between the bot (Deflect IVR) and the user under <strong>Recording<\/strong>. Each message is annotated as <\/span><i><span style=\"font-weight: 400\">User Message<\/span><\/i><span style=\"font-weight: 400\"> and <\/span><i><span style=\"font-weight: 400\">Bot Message<\/span><\/i><span style=\"font-weight: 400\"><span style=\"font-weight: 400\"> along with the date and time of the message, and<\/span><\/span>\u00a0the following values:<\/p>\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li><strong>Phone Number: <\/strong>The source phone number of the incoming call or chat.<\/li>\n<li><strong>Start Date and Time: <\/strong>The date and time when the conversation was started.<\/li>\n<li><strong>Duration: <\/strong>The duration of the inbound conversation.<\/li>\n<li><strong>Intent Identified: <\/strong>The contact\u2019s intent that has been identified by the bot from via the in-built automatic sentiment analysis.<\/li>\n<li><strong>Flow Type: <\/strong>This section displays the Call Agent and Voice Automation icons relating to the conversational flow type. Click an icon to view the <strong>Insights to Logs<\/strong> panel with the<strong> Conversational Flow <\/strong>and <strong>Chat History <\/strong>sections<strong>.<\/strong><\/li>\n<li><strong>Status: <\/strong>The status of the conversation either <strong>Drop-off<\/strong> or <strong>Fulfilled<\/strong> is displayed.<\/li>\n<li><strong>Recording<\/strong>: The <strong>play<\/strong> and <strong>download<\/strong> icons appear for playing the audio stream and downloading the MP3 audio file respectively.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/conversational-logs-2.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1070\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2021\/01\/conversational-logs-2.png\" alt=\"\" width=\"602\" height=\"300\" srcset=\"https:\/\/multisite.korebots.com\/multisite-2\/wp-content\/uploads\/sites\/25\/2021\/01\/conversational-logs-2.png 602w, https:\/\/multisite.korebots.com\/multisite-2\/wp-content\/uploads\/sites\/25\/2021\/01\/conversational-logs-2-300x150.png 300w\" sizes=\"(max-width: 602px) 100vw, 602px\" \/><\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"SmartAssist lets you enable conversation logs to store bot interactions. You can use access call logs to review the performance of your bot and to troubleshoot issues with conversations. To access the conversational logs for an inbound call\/chat between a contact and an agent, follow the steps below: 1. On the left pane, click Conversational...","protected":false},"author":23,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[29],"tags":[],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/multisite.korebots.com\/multisite-2\/wp-json\/wp\/v2\/posts\/2901"}],"collection":[{"href":"https:\/\/multisite.korebots.com\/multisite-2\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/multisite.korebots.com\/multisite-2\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/multisite-2\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/multisite-2\/wp-json\/wp\/v2\/comments?post=2901"}],"version-history":[{"count":0,"href":"https:\/\/multisite.korebots.com\/multisite-2\/wp-json\/wp\/v2\/posts\/2901\/revisions"}],"wp:attachment":[{"href":"https:\/\/multisite.korebots.com\/multisite-2\/wp-json\/wp\/v2\/media?parent=2901"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/multisite.korebots.com\/multisite-2\/wp-json\/wp\/v2\/categories?post=2901"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/multisite.korebots.com\/multisite-2\/wp-json\/wp\/v2\/tags?post=2901"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}