Evaluations is a deep-dive analytics view of your agent’s completed conversations. Unlike the Supervise > Conversations view which shows all conversations at a glance, Evaluations is built for quality analysis—it surfaces scored, classified, and filterable conversation data so you can identify what’s working and what needs improvement.
What you’ll see
The Evaluations view shows a table of conversations with additional quality metrics attached to each one:
| Column | Description |
|---|
| Channel | Where the conversation took place |
| Topic | The auto-classified topic of the conversation |
| Sentiment | Positive, neutral, or negative user sentiment |
| Task success | Whether the agent successfully resolved the user’s request |
| CSAT | Customer satisfaction score (if collected) |
| Date | When the conversation took place |
Filters
Use the filter bar at the top to slice the data:
- Date range — select a period or use presets (MTD, QTD, YTD, custom)
- Topic — filter by one or more auto-classified topics
- Sentiment — positive, neutral, negative
- Task success — filter for resolved or unresolved conversations
- CSAT score — set a maximum CSAT threshold to surface low-scoring conversations
- Conversation IDs — jump directly to specific conversations
Start by filtering for unresolved conversations with negative sentiment — this combination usually reveals the highest-priority issues to address in your agent’s knowledge or prompts.
Connection to Hotspots
Evaluations and Hotspots work together. When you click on a topic in the Hotspots view, you’re taken directly to Evaluations pre-filtered by that topic and date range. This lets you go from “this topic has a high priority score” to “let me read the actual conversations” in one click.
Best practices
- Review low CSAT conversations to understand what frustrated users and improve agent responses.
- Sort by task success to find patterns in unresolved conversations—are they all about the same topic?
- Use topic filters to focus your analysis on a specific area of your product or service.
- Export data for external analysis or stakeholder reporting using the CSV export option in the table toolbar.
