Conversations (former Transcript Explorer) - Cognigy Documentation

List of Sessions

By default, the Conversations explorer displays a filtered list of sessions for the last month. The list of sessions has the following parameters:

Sort Sessions

Sessions can be sorted by their Session ID, Messages, or Last Message parameters. To select a sorting parameter, hover over a column title and select the option you prefer:

• Click the up arrow to sort in ascending order.
• Click the down arrow to sort in descending order.

Search for Sessions

To find specific sessions, do the following:

1. In the upper-right corner of the Conversations page, locate the search field.
2. In the search field, specify text messages (for more precise results, use keywords or phrases), Session ID, or User ID.

The Conversations explorer immediately updates the list of sessions according to the search results.

Filter Sessions

There are several filters available to filter sessions. The filter bar, featuring global and local filters, is visible at the top of the page. Some filters are not immediately visible and require clicking more filters to be viewed and selected. You can filter sessions by using the following options:

• Global Filters
• Local Filters

To hide the Filter Bar, click in the upper-right corner.

Global Filters

For more information, read the Global Filter documentation.

Local Filters

Local filters are unique to a specific explorer/report. You can use them to refine your research. To open the Local Filters selection, click more filters in the filter bar at the top of the Conversations page.

• Positive — messages perceived positively.
• None — messages with no sentiment.
• Negative — messages perceived negatively. | | Source | Select one or more message sources:
• AI Agent Messages — messages sent by AI Agents.
• User Messages — messages sent by users.
• Agent Messages — messages sent by human agents. | | Goals Completed | Select from predefined goals to narrow down results according to specific objectives or targets configured with Tasks. | | Flow | Specify one or more Flows to filter messages generated during the selected Flow passing. | | Contains Step | Refine your search results by selecting a predefined analytic step. | | Message count: From | Set a minimum threshold for the number of messages in a session to be considered. | | Message count: To | Set a maximum threshold for the number of messages in a session to be considered. |

Exclude Filters

When you toggle the Negate option, all filters except the selected one will be analyzed. For example, if you select only Webchat in the Endpoint filter and Negate, all data except the Webchat Endpoint will be analyzed.

Reset Filters

To reset all filters, at the top of the page, click the Reset button on the right side of the filter panel.

View Session Transcripts

Session transcripts are logged conversations between end users and agents. The Conversations explorer enables you to view session transcripts and analyze them to understand interactions between end users and agents better. To view a session transcript, select a session from the list on the Conversations page.

Session Transcript

Session transcripts display all individual messages between the end user and agent during their conversation. By selecting a session, the corresponding transcript will be displayed on the right side of the page. You can use the scroll bar to navigate through the messages in the Session Transcript window.

Debug Mode

Insights’ Debug mode is not fully equal to the Debug mode in the Interaction Panel documentation. The Debug mode offers additional context for conversation messages, including:

• Triggered Intent and its score
• Filled Slots
• User connection and disconnection events
• Voice event payloads
• xApp session details

To use Debug mode, activate the Debug mode toggle at the top of the Session Transcript window.

Scenarios

You can create a scenario based on a session transcript, allowing you to simulate user interactions and test your Flows effectively.

To create a scenario from a transcript, do the following:

1. In the upper-right corner of the Session Transcript window, click to open a selection menu.
2. Select Create Scenario. You will be redirected to the Simulator interface, where the Scenario will be created based on the selected transcript.

Playbooks

To create a Playbook from a transcript, do the following:

1. In the upper-right corner of the Session Transcript window, click to open the selection menu.
2. Select one of the following options:
   • Create Playbook — generate a Playbook to test your Flows.
   • Create Playbook with Assertions — generate a Playbook and its Assertions, which are checks to ensure your Flows behave as expected during testing.

Open Message-Related Flow

To check your Flow or to improve its configuration, the Conversations explorer provides the Open Flow context menu option. To switch from the Conversations explorer to the corresponding Flow in Cognigy.AI, do the following:

1. In the left-side menu of the Insights interface, select Conversations.
2. On the Conversations page, select a session from the list.

Navigate to Message explorer via Transcript Messages

You can access the Message explorer by selecting a message within the Session Transcript window. The Message explorer shows you the previous and subsequent messages for the selected message.

Session Transcript Details

To get more session details, click in the upper-left corner of the Session Transcript window. The transcript details include:

• Session Details
• Contact Profile Details

Evaluation Details

To view the evaluation details for a session, click in the upper-right corner of the Session Transcript window and select Evaluation Details.