Conversation Lifecycle
Starting Conversations
Conversations are automatically initiated when users interact with your voice agents through phone calls or other channels.Monitoring Active Conversations
Track real-time conversation status and metrics:cURL
Conversation Details
Retrieve detailed information about specific conversations:cURL
Conversation Analytics
Key Metrics
Monitor important conversation metrics:- Duration: Total conversation time
- Turn Count: Number of exchanges between user and agent
- Resolution Status: Whether the conversation was resolved successfully
- User Satisfaction: Sentiment analysis and feedback scores
Performance Tracking
Track agent performance across conversations:Conversation History
Retrieving Transcripts
Access conversation transcripts for analysis:cURL
Audio Recordings
Download conversation audio files:cURL
Real-time Monitoring
WebSocket Integration
Monitor conversations in real-time using WebSocket connections for live updates on conversation status, transcription, and analytics.Alerts and Notifications
Set up alerts for:- Long conversation durations
- Low satisfaction scores
- Escalation triggers
- System errors or failures
Best Practices
Conversation Quality
- Monitor average conversation duration
- Track resolution rates
- Analyze common conversation patterns
- Identify areas for agent improvement
Data Management
- Implement proper data retention policies
- Ensure compliance with privacy regulations
- Regular backup of conversation data
- Secure storage of sensitive information