Analytics & Monitoring
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
- Select the agent and open its conversation activity or Inbox.
- Find the conversation by the available search and channel controls.
- Read the customer request, agent response, and any action messages.
- 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. |