Monitor Conversation Logs in Retell AI.

This guide provides an overview of how to effectively monitor and review conversation logs in Retell AI. You will learn how to access call transcripts, evaluate agent performance, and make necessary adjustments to improve service quality.

Step 1

First, navigate to your Retell AI dashboard. This is where you can access and review call transcripts to evaluate how your agent is performing.

Step 2

Next, click on the "Call History" tab. This will lead you to the section containing all recorded call details.

Step 3

In the Call History tab, you will see a list of all calls. Each row provides details such as the date, time, duration, and the responsible agent. Find the specific call you wish to review and click on it to proceed.

Step 4

Upon clicking a call, you have access to the full transcript between the caller and the agent. This feature is for quality assurance, troubleshooting and understanding customer interactions. Some calls will also display the knowledge-based chunks retrieved and functions triggered during the conversation, offering insight into backend processes.

Step 5

As you review calls, observe for patterns, such as agents working through certain questions or customers asking questions not covered in your knowledge base. This is where these insights are most beneficial.

Step 6

Based on your observations, you can update your knowledge base, refine prompts, or adjust functions. To review any conversation, simply go to the Calls or Logs tab, select the conversation you wish to analyse and read through the transcription.