Conversation Analysis
Conversation Analysis lets you run AI-powered batch analysis across your agent's conversation history. Instead of reviewing threads one by one, you define what to measure — complaint rates, resolution quality, sentiment, trending topics, risk signals — point it at a date range, and get aggregated patterns with AI-generated insights.
How It Works
- Define what to measure — Create or choose analysis types that specify what to evaluate and in what format (yes/no, a score, categories, or a list of extracted items).
- Set up a run — Select one or more analysis types, set a date range, choose how many conversations to sample, and pick an AI model to perform the analysis.
- The engine processes each conversation — Every thread in scope is analyzed against every selected analysis type. Results are cached, so reruns only reprocess failed or changed threads.
- Review aggregated results — Charts and statistics summarize findings across all conversations. AI-generated insights highlight patterns, problems, and recommendations grounded in the data.
- Drill into individual threads — Click any chart segment to explore the conversations behind the numbers, then open a thread to see per-message breakdowns and evidence citations.
Key Concepts
| Concept | Description |
|---|---|
| Analysis Type | A named definition of what to measure and how to express the result. One type = one dimension of analysis (e.g., "Complaint Detection", "Resolution Score"). |
| Output Type | The format of a result: Binary (yes/no), Score (number), Classification (one or more categories), or List (extracted items). |
| Run | An execution that applies selected analysis types to a batch of conversation threads within a date range. |
| Thread Result | The AI's evaluation of a single conversation for one analysis type — includes the output value, confidence, supporting evidence, and per-message breakdown. |
| Aggregate Result | Run-level statistics computed from all thread results for a type: distribution, mean score, category percentages, item frequency map, etc. |
| Flagged Threads | Conversations the AI marked as warranting attention based on the analysis criteria. |
| Insights | AI-generated conclusions, problems, and recommendations derived from the aggregate data. |
The Two Main Areas
Navigate to Insight → Conversation Analysis in the sidebar to access both areas:
| Tab | Purpose |
|---|---|
| Runs | Create and monitor analysis runs. View results, aggregate charts, trends, and insights. |
| Manage Types | Define and configure analysis types — the measurement templates that runs use. |
Setup Flow
- Review available types — browse predefined types or create your own to define what to measure
- Create a run — select types, date range, and sampling strategy
- Review run results — explore aggregate charts and AI-generated insights
- Explore individual threads — drill into per-message analysis and evidence
Prerequisites
- At least one agent with conversation history in the target date range
- Access role: Owner or Contributor