As an HR administrator, reviewing your agent’s conversation history helps ensure it supports employees effectively and aligns with HR goals. By analyzing past interactions, you can identify common questions and recurring issues, refine responses, and address knowledge gaps. This helps the agent deliver accurate and consistent information about policies, benefits, and processes.
Conversation history also supports troubleshooting and issue resolution. It can reveal patterns that point to broader workplace concerns, enabling more proactive improvements. Maintaining these records supports compliance with data privacy requirements and helps protect sensitive employee information.
Procedure
- From the Admin home page, select Agents and select the agent you want to view.
- Select the Conversations tab.
- Select the conversation you want to review between your agent and employees.
- The conversation appears with the most recent response first.
Depending on the length, you may need to scroll up to view the entire conversation.