Virtual Assistant Transcripts & Interactions

This section of the user guide is focused on virtual assistant transcripts and interactions. To help you navigate the article we have broken it down into the following sections:

• What are Transcripts and Interactions?
• Who has access to Transcripts and Interactions?
• How do I access Transcripts or Interactions?
  • Transcripts
    • Marking transcripts as read
  • Interactions
    • Filtering
    • Marking interactions as read

What are Transcripts and Interactions?

Transcripts and interactions allow you to review each conversation and interaction that happens in the virtual assistant. You can review the transcripts and interactions to look for trends in topics or missing information that could be added to the virtual assistant.

Who has access to Transcripts and Interactions?

Transcripts and interactions are available to individuals with the following permissions: 

For more information on user permissions, review the User Roles & Permissions article.

How do I access Transcripts or Interactions?

On the navigation pane, under the Virtual Assistant section, select either Transcripts or Interactions.

 
The Transcripts dashboard allows you to view all Virtual Assistant conversations, both for live usage and testing. A conversation is a group of interactions from when a user asks their first question to when they navigate away from the virtual assistant. Conversations are arranged chronologically, with the most recent conversations at the top of the list.

Transcripts

The Transcripts dashboard allows you to view all virtual assistant conversations, both for live usage and testing. A conversation is a group of interactions from when a user asks their first question to when they navigate away from the virtual assistant. Conversations are arranged chronologically, with the most recent conversations at the top of the list.

Select the conversation icon to the left of a conversation to view a transcript of the conversation.

If the virtual assistant participant received a response from your knowledge base, there will be an Edit Response button at the lower right-hand corner of the interaction. 

If you want to make changes to the response, select Edit Response, make your edits, and then select Save.  

If Automatic Content Generation created the response, the Edit Response button will not be available and a new question will need to be created to add it to the knowledge base.

For more information about how to create a new knowledge base question, review the Creating and Editing a Knowledge Base Question article.

If a virtual assistant participant received a Communication Opportunity response or provides suggestions, there will be an Add A Response button at the lower right-hand corner of that interaction.

If you would like your virtual assistant to be able to answer that question when asked in the future, select Add A Response, compose your response, and then select Save.

If Automatic Content Generation provided the Communication Opportunity response, the Add A Response button will not be available and a new question will need to be created to add it to the knowledge base.

For more information about how to create a new knowledge base question, review the Creating and Editing a Knowledge Base Question article. 

Marking transcripts as read

To mark a conversation as read, in the Read Status column, select the checkbox. This will mark the transcript as read in your admin, not for all users. 

Note: Need IP addresses from conversations? You can export conversations from a specified date range into a CSV file by selecting the Export icon within the filter.

Interactions

The Interactions dashboard allows you to view all user conversations, both for live usage and testing. An interaction is defined as one virtual assistant participant question and one virtual assistant response. Interactions are arranged chronologically, with the most recent interactions at the top of the list. 

Select the conversation bubble icon to the left of the conversation to view that interaction within the context of the conversation in which it occurred. The interaction selected will be highlighted in yellow.

Any Explore Feature suggestions, videos, and links displayed to the virtual assistant user will be shown below the interaction. 

Interactions that were the result of selecting a suggestion from the Explore Feature can be identified by the compass icon. When you expand the interaction, the interaction will show the prior interaction in white followed by the interaction triggered by the explore bar highlighted in yellow.

Filtering

You can enter keywords into the Search bar, change the date range, or both to adjust results. 

Select the funnel icon to filter interactions.

• Input Type
  • Direct - Interactions that received a response directly from the knowledge base
  • Via Explore - Interactions in which the virtual assistant participant selected a response from the virtual assistant's Explore Feature.
    
    

    For more information about the Explore feature, review the Explore Bar Links and Videos article.

    
    

• Response Type
  • Declined - Your virtual assistant did not create a response due to toxic content.
  • Generative AI - Your assistant used a generative AI response.
  • Communication Opportunities- Your virtual assistant did not identify a matching response to the virtual assistant participant's question from within the knowledge base and was also unable to provide relevant suggestions or links. The virtual assistant participant was invited to complete a contact form to be sent to the applicable office for a response from a staff member or offered the option to be connected with a live agent if available.
  •  Integrated - This category represents responses where the virtual assistant user successfully authenticated and was presented with a personalized response from your Student Information System (SIS). 
  • Knowledge base - Your virtual assistant identified a matching response to the virtual assistant participant's question from within the knowledge base (general library & custom questions)
  • Other - This category represents responses that are not specifically recognized as knowledge base, communication opportunities, search, suggestions, or small talk. This may include, forms (inquiry form/contact), webhook responses, or requests for live conversation authorization. 
    
  • Search - Your virtual assistant did not identify a matching response to the virtual assistant participant's question within the knowledge base and provided relevant links from your institution's website. 
  • Small Talk - Interactions outside of the virtual assistant's primary content purpose (e.g. "What is your favorite color?") 
  • Suggestion - Your virtual assistant did not identify a matching response to the user's question within the knowledge base and provided only suggestions of related questions from which the user could choose.  
• Language 
  • All of the languages that are enabled on your virtual assistantwill be displayed here. That will include English and could also include Chinese (Simplified), Vietnamese, and Spanish.
    
• Office 
  • The same offices that are available as contact options will be displayed here. Whenever a virtual assistant participant chooses an office to contact, those interactions will be displayed under the applicable filter.
• Read Status
  • The ability to filter by read or unread interactions.
• AI Departmental Model
  • The ability to filter by AI Departmental Model.
• Feedback Reaction
  • The ability to multi-select interactions with feedback reaction.
• Feedback Comment
  • The ability to select interactions with comment feedback.
• Include Testing toggle
  • The ability to include testing interactions using the Test my Virtual Assistant feature.
    

Marking interactions as read

To mark an interaction as read, in the Read Status column, select the checkbox. This will mark the transcript as read in your admin, not for all users.

Best Practice: Help your virtual assistant grow by adding custom responses to the questions that your virtual assistant was unable to answer but that fall within the virtual assistant's scope. 

You can filter interactions by Response Type - Communication Opportunities to view questions your virtual assistant was unable to answer.