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A conversation represents a full exchange between your Operator and a customer, e.g. a phone call. The Conversation page presents all the conversations that your Operator had with your customers. You can review your Operator’s work here and provide feedback that your Operator will use for self-improvement.

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Metadata

The following metadata is available for all conversations:

Direction

A conversation is either of the inbound or outbound direction. Inbound conversations are initiated by the customer, and outbound conversations are initiated by Operator.

Status

A conversation progresses through three states in its lifetime:

  • queued: When your Operator is made aware of an incoming conversation or a scheduled outbound conversation, it creates a conversation entry with the queued status. Outbound conversations remain in the queued status until the call is dialed and customer picks up, while inbound conversations spend a very short amount of time in the queued status.
  • in-progress: When your Operator begins the conversation and starts talking, the conversation transitions to the in-progress status.
  • completed: Once the Operator or customer has hung up, or the customer has been transferred, the conversation transitions to the completed status.
  • failed: If an error occurred while trying to establish the call connection, such as network issues or invalid phone numbers.

The following statuses are only applicable to outbound conversations:

  • busy: If the phone line was busy when the call was attempted.
  • no-answer: If no one answered when the call was attempted.
  • voicemail: If the call reached the voicemail of the customer.

Once a conversation reaches a terminal status, your Operator will postprocess the conversation to produce additional metadata, such as the sentiment of the conversation and as well as run any post-call automations you have configured.

Transferred

When your Operator performs a live transfer of a phone call to another downstream phone agent, the conversation is marked as transferred.

Sentiment

After a conversation completes, Operator determines the general sentiment of the customer throughout the interaction. Operator will apply one of the following sentiment tags to the conversation:

  • not-applicable (The conversation had no meaningful exchanges so the customer sentiment can’t be determined.)
  • overly-negative
  • negative
  • neutral
  • positive
  • overly-positive