The Analyze Message Interactions are available within Talkdesk CXA Operations Center (formerly AI Trainer), providing direct visibility into how Talkdesk Navigator is processing your customer interactions. It allows you to observe which topics are being detected from messages, helping you monitor performance and troubleshoot your flows.
This article will guide you through how to access and use the Analyze Message observability feature.
Article Index:
- Accessing Analyze Message Observability
- Understanding the Interface
- Filtering Interactions
- Viewing Interaction Details
- Downloading Data
Accessing Analyze Message Observability
To view the interactions being processed by Navigator, please follow these steps:
- Navigate to the CXA Operations Center application.
- Go to Generative AI, click on Use Cases
- Click on Analyze Message
Understanding the Interface
Once you open Analyze Message, you will see a list of the most recent interactions handled by a Navigator component.
The main view displays the following information:
-
Flow ID: The unique identifier for the Studio flow that handled the interaction
- Including clicking a Flow ID will open the corresponding Studio flow in a new browser tab, provided the user has the necessary Studio permissions.
- When: The date and time the interaction was processed.
- Topic Detected: The topic that Navigator identified from the message. If no configured topic was identified, this will show as "No match".
- Message: The initial customer message or utterance that was analyzed.
Filtering Interactions
You can refine the list of interactions to find specific data points using the Filters button.
The available filters are:
- Interaction ID: Search for a specific interaction.
- Flow ID: Isolate all interactions from a particular flow.
- When: Select a predefined time frame, such as "Today", "Last 7 days", or a custom range.
Topic: searching for specific topics. Supporting partial matches.
Important Note: The Analyze Message tool stores data for a maximum of 20 days. Interactions older than this period will not be available for viewing.
Viewing Interaction Details
To get more context on a specific interaction, simply click on its row in the list. This will open the Topic Details side panel.
Here, you can review:
- Interaction ID: The unique ID for the interaction.
- Topic Detected: The topic that Navigator assigned.
- Transcription Summary: The full message or transcription that was analyzed by the component.
Downloading Data
To perform a more in-depth analysis or keep a local record, you can export the current view.
- Apply any necessary filters to narrow down the data.
Click the download icon located at the top right of the page to export the list as a CSV file.