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All the conversations your agents have had live in Inbox in the menu on the left. The number next to it shows how many are waiting for you. The page has three columns: the list on the left, the conversation in the middle, and the details on the right.

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Find the right conversation

The menu on the left has three groups: At the top of the page, you choose the period and the agent. The period runs from 24 hours to 90 days. The Search conversations field searches what the conversation was about. If the list is long, click Load more at the bottom.

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Read the conversation

Click a conversation to see it in the middle. You get the whole exchange, turn by turn. If the agent ran something along the way, it says Agent ran steps. Click Show steps to expand it. There you can see what it looked up, and what it called. At the top of the middle column are four buttons:
  • Good answer and Poor answer give your rating. We use it to improve the agent.
  • Copy transcript puts the whole exchange on the clipboard.
  • Mark call back as done is used once someone has called back.

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The details on the right

The panel on the right has five sections:
  • Details is Intent, Channel, Agent, Started, Length, Language, Conversation outcome, What got in the way, Handed to a person, and Why. What the outcomes mean is in Reports.
  • Experience is the user’s rating, if one was given.
  • Summary is the agent’s short recap.
  • Call back shows whether someone needs to be called, and lets you mark it as done.
  • Captured shows what the agent wrote down. A message, a lead, or an outcome.

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When is this useful?

  • Someone calls and says “I spoke to you yesterday”. Find the conversation, read the summary, and you’re up to speed.
  • The agent gave a wrong answer. Read the exchange, find out why, and update Agent knowledge and training.
  • You need to follow up. Look in Captured → Messages and Leads.
  • You want to see what works. Filter by Resolved, and read a few.

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What to check

Check the period at the top, and check that the agent filter isn’t set to another agent. If it was a test, it might carry the Test label.
Choose Captured → Messages in the menu. The number next to Inbox counts the ones waiting. If you also want them by email, turn on Send call summary.
Email us at hello@verbu.com and we’ll help. Under Turn on → General you can also delete conversations yourself for a chosen period.

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The numbers instead of the text

If you want to see patterns rather than individual conversations, go to Reports in the menu on the left. There you see the whole workspace. If you only want to see one agent, use Analyse → Performance on the agent.

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Next steps