Skip to main content
Open an agent’s activity page to connect its summary numbers with the conversations behind them. Use it to read visitor questions, inspect replies or investigate recorded answer problems. Already on the right agent’s Analytics page? Continue with Read a conversation, or Understand the summary to interpret its numbers.

​
Open the agent’s page

  1. Open Analytics.
  2. Under Your Agents, select the intended agent’s card.
  3. Check the agent name at the top of the page that opens.
  4. Continue with Read a conversation.
The link opens the Analytics overview, where you choose your own agent. If it asks you to sign in, sign in. Open Analytics again if needed. An overview card opens the agent’s all-time conversation list. You are viewing existing activity here; use Chat to ask a new question.

​
Read a conversation

  1. Under Recent Conversations, select the intended conversation.
  2. Wait for its messages to load.
  3. On a small screen, open Msgs if needed.
  4. Read the user’s question and the agent’s reply together.
  5. Scroll in the message viewer to read the surrounding exchange.
A list preview shows only part of a chat. Check the full wording before deciding what needs improvement. For example, if a fictional workshop assistant omits a required notebook from its answer, compare that reply with the workshop’s approved reference document before changing the agent. On a smaller screen, Conversations may be shortened to Chats and Messages to Msgs. Messages is disabled until you select a conversation. Use Chats or the back arrow to return to the list. On a wide screen, the list and messages can appear side by side.

​
Understand the summary

The summary cards show People, Conversations and Helpfulness for the selected Period: Last 7 days, Last 30 days or Last 90 days. The Talked with total is all time, so it can be larger than a period’s People value. A dash when there are no ratings is different from a negative rating. These controls help you inspect activity without editing the agent. To investigate a reported answer problem, continue with Read answer feedback when Feedback is available.

​
Understand the list’s scope

The list and summary can cover different activity:
  • Search conversations… searches accessible messages across all time. See Search conversations.
  • Filter by date range changes the conversation list separately from the summary period. See Filter conversations by date.
  • Show teammate conversations, when available, includes your own practice chats. Your space currently contains only you, its owner. This setting changes the list without changing visitor summary metrics.
Check these controls before treating differing counts as missing conversations.

​
Read status and saved changes

A dot can identify an unread conversation. Selecting a conversation yourself or selecting Mark as read records it as read after the update succeeds. Viewing messages needs no separate Save action and does not rewrite them. An improvement to knowledge or instructions has its own saving steps in the builder. Reading an answer in Analytics does not change future answers.

​
If messages or conversations are missing

  1. Select a conversation before opening Messages or Msgs.
  2. Select Retry if a loading error offers it.
  3. Return to Chats on a small screen to see the list controls.
  4. Clear any unintended keyword search.
  5. Clear any unintended custom date filter.
  6. Turn on Show teammate conversations, if available, when looking for your own practice chat.
Scroll within the conversation list to find older rows. Select Load older conversations if it is offered. If the list is still empty, check the agent name and the account and space you are using in Home. Use Performance Overview, shortened to Back on smaller screens, to return to the dashboard. Use Export conversations if you want to keep a local copy of the exchange you read.