Every view on this page reads the same underlying conversations. What changes is how far back you are standing.
- Conversations is one customer, in full. Use it when you know something went wrong and you need to see it.
- Analytics is the whole system in numbers. Use it to find out whether the thing you saw happens to everyone.
- Insights is the pattern across many conversations. Use it when you do not yet know what is wrong.
The usual direction is right to left. A pattern in Insights tells you what to measure, Analytics tells you how widespread it is, and one transcript tells you why.
Conversations
The conversation browser is the source record and the only place you see exactly what was said. Filter the list, open the full transcript, and read the ratings and session duration.
Read one transcript before you change anything. A summary tells you an answer was rated poorly; only the transcript tells you the customer had already asked the same thing twice.
| Use it to | Look at |
|---|---|
| Reproduce one failure | The ordered transcript and tool activity |
| Compare channel behavior | Surface, modality and session duration |
| Find explicit feedback | Customer ratings attached to conversations |
Analytics
Analytics aggregates conversation volume, response latency and tool timing. It tells you whether something is systemic or whether you happened to read the one bad transcript.
For what counts as a good or bad latency number, see Latency targets. The same number is a serious problem on a phone call and fine in a chat window.
Compare these figures against your own history rather than against an outside benchmark.
Insights
Duvi analyses every conversation for four signals. Across a few hundred conversations they become a map of what your customers want and where the agent is getting in the way.
| Signal | Question it answers |
|---|---|
| Outcome | Did the customer accomplish the apparent goal? |
| Sentiment | How did the interaction feel to the customer? |
| Quality | Was the answer supported, relevant and useful? |
| Topics | What are customers repeatedly asking about? |
Topics is usually the signal that pays for itself. It surfaces the question customers keep asking that nobody on your side thought to write down, which is normally a gap in knowledge rather than a fault in the agent.
Answer quality
The poorly answered queue collects every conversation where Duvi detected something going wrong: the agent made something up, gave no answer, gave wrong information, went off topic, repeated itself, or formatted the reply badly.
Open the transcript first. The same symptom has different causes, and the fix differs for each one.
| Evidence | Likely next change |
|---|---|
| Missing or stale facts | Improve knowledge and reindex |
| Correct tool, bad result | Fix the connected endpoint or value mapping |
| Wrong behavior despite good evidence | Clarify the system prompt or tool description |
| Channel-specific failure | Check the channel link and its supported capabilities |