<aside> 💡 To access this part of the studio, you need the Monitoring role on the account.

</aside>

I) Filter, analyze, listen and give feedback on conversations

a) Filter

To start the call analysis work and in particular the qualitative analysis, go to the conversations tab. The first level of filter allows at the top of the conversations column, to select the analysis period.

A second level of filter is proposed to you. It is based on events that happened during conversations. This filter works as an inclusive OR. 5 labels are possible and correspond to the different cases of non-performance of the callbot (see below II):

• Unknown intent: intention said by the caller not recognized by the bot
• Unknown entity: entity said by the caller not recognized by the bot
• Intent confusion: intention stated by the caller, recognized by the bot then invalidated by the caller
• Entity confusion: entity said by the caller, recognized by the bot then invalidated by the caller
• API error: webservice error not allowing information relating to the caller to be found

For example, if you select Intent confusion and API error, you'll retrieve all conversations where the bot matches the wrong intent, OR where the API didn't work as expected, OR where both events occurred.