Conversation Search Results will populate on the right side, once a search has been applied. You’ll see:
The total number of results (top left)
Sort by newest to oldest or oldest to newest (top right)
Individual cards for each search result
Individual Results
Let’s take the first search result, shown above, as an example, to break down exactly what you’re seeing, from top to bottom, starting on the left side.
High-Level Interaction Info
First, you’ll see high-level information about the interaction, such as the Agent Name, call duration, interaction date, and a synopsis of the interaction. In the example above:
Name of the Agent: Agent 1
Call Duration: 03:27
Interaction Date: 07/17/24
Conversation Summary: AI-generated synopsis of the interaction
ML Classifiers & Classifiers
The colorful chips at the bottom of each search result indicate ML Classifiers (flagged by our AI models), Key Topics (flagged by our AI Topics Model), and Classifiers (based on the Classifiers built specifically for your organization).
ML Classifiers:
Caregiver: AI-identified Contact Type (primary persona on the interaction)
Starting and ending sentiment
Not HIPAA Compliant: AI HIPAA model flag
Key Topic:
Payment Plans
Classifiers:
First Impressions, and 3 more
Evaluation Status / Sample:
On the right side, if the interaction has not been sampled, you’ll see a “+” button. Clicking this allows you to sample this individual interaction for evaluation.
If the interaction has been AI Evaluated, you’ll see a bright blue checkmark. Clicking this checkmark will take you to the Evaluation.
If the interaction has been Human Evaluated, you’ll see a teal checkmark. Clicking this checkmark will take you to the Evaluation.
ℹ️ Learn more about Conversation Explorer: