# Activity

Review customer interactions, agent actions, and answer-improvement opportunities.

## Review agent activity

Use Activity to inspect conversations and lead-form submissions. Start from an actual customer exchange when investigating an incorrect answer or an action that did not finish.

## Investigate an exchange

1. Select the agent and open its conversation activity or Inbox.
2. Find the conversation by the available search and channel controls.
3. Read the customer request, agent response, and any action messages.
4. Check whether the issue concerns missing knowledge, unclear instructions, a failed action, or a human handoff.

## Make a targeted correction

| Issue | Next step |
| --- | --- |
| Missing answer | Update the relevant Data Source and confirm training. |
| Wrong tone or scope | Revise Instructions. |
| Action failure | Review its configuration, inputs, response, and enabled channels. |
| Human support delay | Check ownership and availability. |

- [Knowledge gaps](/docs/user-guides/analytics-monitoring/knowledge-gaps)
- [Action testing](/docs/user-guides/actions/testing-and-publishing)