View utterance history

Prerequisites

The following permission assigned to any user role:

  • Analytics > botFlowReportingTurn > View 

To view complete details about an entire conversation, any of the following permissions assigned to any user role:

  • Analytics > ConversationDetail > View
  • Conversation > Communication > View
  • Recording > Recording > View
  • Analytics > ConversationAggregate > View

In Architect, you can view the bot flow’s utterance history and complete details about a conversation. The Utterance History page returns a list of utterances, or sample phrases, that the bot receives from customers. Each entry includes these metrics:

  • The utterance that the bot received. For example, a numeric postal code or a “Check account balance” query.
  • The bot’s session ID.
  • The date that the bot received the utterance.
  • The action that the bot took. For example, “Ask for zip code” or “Ask for Intent.”
  • The bot outcome. For example, “Success,” “Confirmation prompted,” or “No Match.”
  • Bot result, including the confidence percentage of the matched intent, where applicable. For example, “[Zip Code] 67453” or “Intent: Check Account Balance (74%).”

  1. Open the bot flow that contains the utterance history to view.
  2. Under Natural Language Understanding, click Utterance History. The view populates with utterance details.
  3. To view the complete conversation that contains the utterance, click the utterance.
  4. To close the conversation and return to the utterance history, click the Close button.
  5. To refresh the utterance history, click Reload.

You can view the utterance history for the following actions:

To view history from any of these actions in the flow, follow these steps:

  1. Open the appropriate bot flow.
  2. In a configured state or task, click an action that includes the utterance history you want to view.
  3. Click More .
  4. From the menu that appears, click Utterance History.
  5. To view the complete conversation that contains the utterance, click the utterance.
  6. To return to the bot flow’s complete utterance history list, click Clear Filter.
  7. To refresh the utterance history, click Reload.

You can view a complete audio conversation, including bot responses, from an interaction. Doing so can monitor the bot performance and help you troubleshoot or understand conversation details. For example, a full conversation can provide context for any transcription or audio issues.

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Utterance History page, View Interaction button

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Interactions View

View the full audio conversation from the interaction’s Details tab in Genesys Cloud.

  1. Open the appropriate bot flow.
  2. Under Natural Language Understanding, click Utterance History.
  3. To view the complete conversation that contains the utterance, click the utterance.
  4. To access the entire audio conversation, click View Interaction . The Interaction page for the conversation opens in a new browser tab. For more information, see View an interaction’s details.