Conversations

The Conversations page is the operational list view for all recorded interactions. Access: Open Conversations in the main navigation.

​

Use Conversations When You Need To

• understand what happened in a specific call or chat
• find failed, transferred, or unusually long conversations
• search for repeated customer questions or complaints
• export conversation data for review or reporting
• flag a conversation for follow-up in Quality Studio

This is usually the first page to open when someone says, “Something went wrong on a call.”

​

Table Columns

Click any row to open Conversation Detail.

​

Filtering and Sorting

Filter fields include channel, status, date range, agent, direction, from/to number, duration, goal status, campaign, and transcript search. Sort options include newest/oldest, duration, agent, status, direction, channel, and contact.

​

Status Values

Common statuses in the list include:

• completed
• active
• failed
• transferred
• blocked

Outbound answer outcomes, such as human, machine, user_unavailable, user_busy, and waiting, appear in the Answer column rather than the main status column.

​

Exporting Conversations

Exports run as background jobs and respect the structured filters or selected rows when applicable. Transcript search narrows the visible list, but the current export job does not include the transcript search term.

​

Simple Mode

The export menu offers a single CSV option with locale-aware delimiter.

​

Full Export Formats

Expert Mode The export menu includes:

• CSV comma (.csv)
• CSV semicolon (.csv)
• Excel (.xlsx)
• JSON (.json)

Use Export History to monitor job status and download completed files.

​

Next Steps