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Transcript Explorer

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The Transcript Explorer is an analytics tool in Cognigy Insights that helps you improve your agent's performance, provide better customer service, and enhance the overall user experience. It allows you to analyze transcripts of conversations between end users and agents in detail. The Transcript Explorer has a search feature that lets you look for specific phrases within a list of transcripts. For example, you can search for keywords such as booking, canceling, or messaging to find relevant messages quickly.

To open the Transcript Explorer, use one of the following options:

  1. Open the Cognigy.AI interface.
  2. In the left-side menu, select an Agent.
  3. Within the Agent interface, navigate to Insights using one of the following options:
    • In the left-side Agent menu, select Insights.
    • In the upper-right corner, click user menu > Insights.
      The Cognigy Insights Overview dashboard will be displayed by default.
  4. In the left-side menu, select Transcript Explorer.
  1. Open your Cognigy Insights interface.
  2. In the left-side menu, select Transcript Explorer.

The Transcript Explorer interface will be displayed.

Transcript Explorer displaying a list of sessions

List of Sessions

By default, the Transcript Explorer displays a filtered list of sessions for the last months.

The list of sessions has the following parameters:

Title Description
Session ID The unique ID for each session.
To copy the Session ID, on the right side of the selected session row, click vertical ellipsis > Copy session ID.
Contact ID The unique ID for the end user. To copy the Contact ID, on the right side of the selected session row, click vertical ellipsis > Copy contact ID.
Messages The total number of messages within the specific session.
Endpoint The Endpoint handling the session. For example, Cognigy Webchat or the Interaction Panel.
Last Message The date and time when the last message was received within the session.

Sort Sessions

Sessions can be sorted by their Session ID, Messages, or Last Message parameters. To select a sorting parameter, hover over a column title and select the option you prefer:

  • Click the up arrow arrow-up-black to sort in ascending order.
  • Click the down arrow arrow-down-black to sort in descending order.

Search for Sessions

To find specific sessions, do the following:

  1. In the upper-right corner of the Transcript Explorer page, locate the search field.
  2. In the search field, specify text messages (for more precise results, use keywords or phrases), Session ID, or Contact ID.

The Transcript Explorer immediately updates the list of sessions according to the search results.

Filter Sessions

There are several filters available to filter sessions. The filter bar, featuring global and local filters, is visible at the top of the page. Some filters are not immediately visible and require clicking more filter to be viewed and selected. You can filter sessions by using the following options:

To hide the Filter Bar, click insight-filter-black in the upper-right corner.

Global Filters

For more information, read the Global Filter documentation.

Local Filters

Local filters are unique to a specific explorer / dashboard. You can use them to refine your research.

To open the Local Filters selection, click more filters insight-filter-black in the filter bar at the top of the Transcript Explorer page.

Filter Description
Message Rating Select the rating criteria:
- Positive โ€” messages perceived positively.
- None โ€” messages with no sentiment.
- Negative โ€” messages perceived negatively.
Source Select one or more message sources:
- AI Agent Messages โ€” messages sent by AI Agents.
- User Messages โ€” messages sent by users.
- Agent Messages โ€” messages sent by human agents.
Goals Select from predefined goals to narrow down results according to specific objectives or targets.
Flow Specify one or more Flows to filter messages generated during the selected Flow passing.
Contains Step Refine your search results by selecting a predefined analytic step. To access analytic steps, ensure you define descriptive names in the Node settings of your Flow within Cognigy.AI. These steps are crucial for identification and analysis within Cognigy Insights, as they are logged once Nodes are passed during interactions.
Message count: From Set a minimum threshold for the number of messages in a session to be considered. Use the up and down arrow icons to specify the exact number. Sessions with fewer messages than this threshold will not be included in the results.
Message count: To Set a minimum threshold for the number of messages in a session to be considered. Use the up and down arrow icons to specify the exact number. Sessions with more messages than this threshold will not be included in the results.

Exclude Filters

When you toggle the Negate option, all filters except the selected one will be analyzed. For example, if you select only Webchat in the Endpoint filter and Negate, all data except the Webchat Endpoint will be analyzed.

Reset Filters

To reset all filters, at the top of the page, click the Reset button on the right side of the Global Filters.

If the Reset button is not displayed, click insight-filter-black in the upper-right corner of the page.

View Session Transcript

Session transcripts are logged conversations between end users and agents. The Transcript Explorer enables you to view session transcripts to analyze them, in order to better understand the interactions between the end users and agents. To view a session transcript, select a session from the list on the Transcript Explorer page.

Session Transcript with Expert Mode

Session Transcript

Session transcripts display all individual messages between the end user and agent during their conversation. By selecting a session, the corresponding transcript will be displayed on the right side of the page. You can use the scroll bar to navigate through the messages in the Session Transcript window.

Expert mode

Insights' Expert mode is equivalent to the Expert mode in the Interaction Panel documentation.

The Expert mode offers additional context for conversation messages, including:

  • Triggered Intent and its score
  • Filled Slots
  • User connection and disconnection events
  • Voice event payloads
  • xApp session details

Additionally, you can switch to a Flow related to the current session.

To activate Expert mode, do the following:

  1. Go to the Insights interface.
  2. From the left-side menu, select Transcript Explorer.
  3. On the Transcript Explorer page, select a session from the list. The session transcript will be displayed in a separate window on the right side.
  4. At the top of the Session Transcript window, activate the Expert mode toggle.

Playbooks

To create a Playbook of a transcript, do the following:

  1. Go to the Insights interface.
  2. From the left-side menu, select Transcript Explorer.
  3. On the Transcript Explorer page, select a session from the list. The session transcript will be displayed in a separate window on the right side.
  4. In the upper-right corner of the Session Transcript window, click vertical ellipsis to open a selection menu.
  5. Select one of the following options:
    • Create Playbook โ€” generate a Playbook to test your Flows.
    • Create Playbook with Assertions โ€” generate a Playbook and its Assertions, which are checks to ensure your Flows behaves as expected during testing.

For more information, read the Playbooks documentation.

To check your Flow or to improve the configuration, the Transcript Explorer provides the context menu Open Flow.

To switch from the Transcript Explorer to the corresponding Flow in Cognigy.AI, do the following:

  1. Go to the Insights interface.
  2. From the left-side menu, select Transcript Explorer.
  3. On the Transcript Explorer page, select a session from the list. The session transcript will appear in a separate window on the right side of the page.
  4. In the Session Transcript window, right-click a specific message and select Open Flow.

The corresponding Flow in Cognigy.AI will be displayed.

You can access the Message Explorer by selecting a message within the Session Transcript window. The Message Explorer shows you the previous and subsequent messages for the selected message.

To switch from the selected transcript message to the Message Explorer, follow these steps:

  1. On the Transcript Explorer page, On the right side of the screen, the transcript will be displayed.
  2. On the Transcript Explorer page, select a session from the list. The session transcript will appear in a separate window on the right side of the page.
  3. In the Session Transcript window, right-click a specific message and select Open in Message Explorer.

The Message Explorer interface will be opened.

Session Transcript Details

To get more session details, click user-menu in the upper-left corner of the Session Transcript window.

The transcript details include the following sections:

Session Details

Session Details Description
Session ID The unique identifier assigned to each session.
First Message The date and time when the first message was sent.
Last Message The date and time when the last message was sent.
User Message Count The total number of messages sent by the user.
AI Agent Message Count The total number of messages sent by the AI Agent.
Agent Message Count The total number of messages sent by the human agent.
Flow Name The name of the conversation Flow in your Agent.
Rating The feedback received from the user in the conversation, displayed as a thumbs-up (5 to 10) or thumbs-down (0 to 4) rating.
Comment Any additional comments provided by the user along with their feedback.

Contact Profile Details

Contact Profile Details Description
First Name User's first name.
Last name User's last name.
Email User's email address.
Gender User's gender.
Age User's age.
Birthday User's birthday.
Location User's location.
Accepted GDPR Accepted General Data Protection Regulation
Goals Completed All goals that were achieved in the session.

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