Analysis
Open in CMSThe Conversation Analysis screen lets an AI read your agent's conversations and report on them, for example how often users were satisfied or which topics they asked about. Found in the agent sidebar under Analytics → Analysis. This page lists the controls; see Conversation Analysis for how to use them.
Runs tab
| New Run | Opens the New Analysis Run form. |
| Filters | Shows filters for Analysis Type, Status and AI Model. |
| Sort By | Start Time, Name, Status or AI Model, Ascending or Descending. |
| List View / Grid View | Switches the run list between rows and cards. |
| Run card | Name, AI model, status, conversation count, date range, run date and the analysis types used. Click it to open the run. |
| Status | Initial, Running, Completed, Partially Completed, Failed or Stopped. |
| Refresh status | Icon next to the status of a run that is still in progress. |
| Load More | Appears when there are more runs. |
New Analysis Run
| Analysis Types | One or more analysis types to apply to each conversation. Required. |
| Date Range | Presets Yesterday, Last 7 days, Last 30 days, Last 90 days, or a Start date and End date (both inclusive). Only conversations that started in this period are included. |
| Advanced Options → Data Scope | All Conversations, Random Sample, Time Stratified (spread across time) or User Stratified (spread across users). |
| Advanced Options → Sample Size | Number of conversations to include. Shown for every scope except All Conversations. |
| Advanced Options → AI Model | The model that evaluates each conversation. |
| Advanced Options → Override Existing Results | When on, results already computed for the same analysis types are recalculated and replaced. |
| Run Name (Optional) | A name for the run. Generated automatically if left blank. |
| Run / Cancel | Starts the run, or goes back without starting it. |
Details: Creating a Run.
Run detail
The header holds the run actions; below it are the Status, Date Range, Conversations and AI Model cards (a progress indicator replaces Status while the run is in progress), then the Overview and Participants tabs.
| Tour button | Starts a guided tour of the page. Shown for completed runs. |
| Stop | Stops a run that is in progress, after confirmation. |
| Rerun | Runs a completed run again, after confirmation. |
| Retry | Shown for failed or stopped runs. Tries the run again, after confirmation. |
| Delete | Deletes the run and all its results, after confirmation. Not available while the run is in progress. |
Details: Run Detail Page.
Overview tab
| Overall Insights | Combined conclusions, key patterns, problems and recommendations across all analysis types. Shown only when the run has two or more analysis types. |
| Result card | One card per analysis type, with its Overall Distribution chart, Trend Over Time chart and insights (Conclusions, Key Patterns, Problems, Recommendations). |
| Chart click | Click a chart segment or trend point to open a drawer with the conversations behind it. |
Details: Run Results: Overview Tab.
Participants tab
| Search Participants | Search by name, email or contact info. |
| Filters | Kind, Channel, Has Contact Details, Last Conversation From / To, and the results of each analysis type. |
| Sort by | Last conversation, Conversations or Name. |
| Participant | Click a participant to open the detail drawer with their results and conversations. |
| Export | Opens Export participants: all participants, only contactable ones, or only those matching the current filters, as CSV files (.zip) or Excel workbook (.xlsx). |
Details: Run Results: Participants Tab.
Thread Analysis
Opened from a conversation in the drill-down drawer. Shows one conversation for one analysis type.
| Overall result | The result for this conversation, with Confidence, Pattern and Priority scores. |
| Why this result | The AI's explanation of how it reached the result. |
| Evidence | Excerpts from the conversation that support the result. Click one to jump to the message. |
| Recommendations | Suggested next steps for this conversation. |
| Message Analysis | The conversation itself; messages are bordered green (positive signal), red (negative signal) or blue (cited as evidence). |
Details: Thread Analysis.
Manage Types tab
| New Type | Opens the form to create an analysis type. |
| Filters | Analysis Type Name, Output Type, Status and Category, with Apply and Reset. |
| Sort By | Name or Output Type. |
| Type card | Name, output type and status (Enabled or Disabled). Click it to open the type. |
| Output Type | Binary, Score, Classification or List: the form of the result. |
| Predefined types | Built in and view only. Use Duplicate to make an editable copy. |
Details: Analysis Types and Predefined Types.
Related guide: Conversation Analysis