Interaction Logs allow you to view all customer interactions on a historical basis and generate reports from the available data. You can review full details for each interaction, from when it started, to who handled it, and even which browser or device the customer used.

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Can’t see the Interaction logs menu item? This feature can’t be accessed by agents. Reach out to your Admin if you feel you need these permissions.

Interaction Log’s Overview Page 📁

When you first access the interaction logs you will see a page that shows a table of information relating to your interactions. The information presented here is useful to check at a glance some basic information about your most recent interactions.

🔎 Filtering Information

Show Filters:

By default, the overview page displays the most recent interactions. If you want to refine the results, click Show Filters in the top-left corner of the page.

This opens the Filter Tool, where you can customise which interactions appear in your view.

Use the dropdown menus, text fields, and date pickers to choose how you’d like to filter your data, for example, by date range, channel, queue, or agent.

Once you’ve made your selections, click Update Filters to apply your changes.

What are the filtering options?

When the interaction was created.

Whether feedback was left. You can also specify positive or negative feedback.

If a comment was left by the agent.

If the chat feature was used.

If the video calling feature was used.

What users were involved with the interaction.

The queue the interaction ended in.

The quick reference ID number.

The content of sent and received messages.

The content of any sent interaction data.

The ID number of the interaction.

Whether the interaction was ended by the customer, agent, system or unknown.

If the interaction is currently active.

If the interaction has been fully completed.

If the interaction is being handled.

If the interaction has been rejected.

If the interaction has been timed out.

You can filter based on what tags were set against the interaction.

What messaging channel the interaction came through on (SMS, Facebook etc.).

If the cobrowse feature was used.

If the call me feature was used.

If the phone feature was used.

If the interaction received any messages from the customer.

If any files were sent too or from the customer.

If Translate was used If the meeting room feature was used.

If internal messaging was used by the agent during the interaction.

Column Selector

You can also filter the page to only show the columns you are interested in. To do this click the cog icon at the top right of the table, then select which columns you want to see.

Interaction Count chart

At the bottom of the screen, you’ll see the Interaction Count chart, showing the total number of interactions over your selected date range.

Hover over any point on the graph to view the exact count for that date.

⬇️ Data Exporting

After selecting your filters, you can export the data shown on the Interaction Logs Page.

Simply click Download or Email in the top right to export the data.

What data is included in export?

Log Link: URL to the interaction in Talkative (text).

Quick Ref#: Our internal Talkative reference number (number).

Created At: The time the customer started the interaction (date time).

Duration (seconds): Overall time from the start of interaction to completion (seconds).

Time To Agent Response (seconds): The time between a customer queuing and the agent responding (seconds).

Status:

Abandoned - in Queue: Interaction was abandoned by the customer as they were waiting in the queue.

Abandoned - in Inbox: Interaction was abandoned by the customer as they were waiting acceptance from an agent.

Ended: Interaction has successfully been completed.

Queued: Interaction is in the queue.

Agent: Name of the agent who answered the chat (text).

Queue Chat: Name of the queue the chat went through to (text).

Cobrowsing: Was cobrowsing used (0/1).

Translate: Was translate used (0/1).

Voice: Was Voice used (0/1).

Video: Was video used (0/1).

Call Me: Was call me used (0/1).

Email: Was email used (0/1).

Messaging Channel: Which messaging channel did the interaction come through to? (for social media only).

Personal Interaction: ??

Feedback: Was feedback positive or negative (up/down).

Comment: Feedback comments (text).

Tags: Any tags assigned (multiple select).

Ended By: Who ended the interaction (text).

Scheduled at: When was the interaction scheduled for? (date time).

GA Client ID: Google analytics client ID (Number).

GA Tracking ID: Google analytics Tracking ID (Number).

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The Download button will generate a downloadable file through your browser. While the Email button will send out an email which contains the data. Use the Email button if you need to download lots of data as the interaction limit is higher.

Individual Interaction Log Overview 📄

To see more information about an interaction, you can click on the blue summary (or ID) URL. This will load a new page which shows more information about the interaction. Whats displayed is dependant on what settings you’ve enabled.

Interaction Info

Interaction information contains basic information on the interaction such as:

Interaction ID.

The queue the interaction was finalised in.

What the primary channel (such as SMS or Web).

The interaction origin country (please note that VPNs can skew this information).

Interaction Handling

The interaction handling section will show which agents and chatbots handled the interaction. It also specifies if the interaction was handled by just the chatbot (Useful for checking deflection rates).

Customer History

The customer history section shows a list of all historical interactions that took place with the customer.

You can click the blue URL to access that interactions detailed view.

Timings

The Timings section shows all information regarding the interaction lifespan such as:

Started and ended times

The initial/total queue time

How long the interaction was spent with an agent.

How long the interaction was spent with a chatbot.

Outcomes

The outcome section will provide an AI Summary of the interaction based on the transcript.

This is useful for supervisors/account holders to quickly check what was covered in an interaction.

Sentiment

Sentiment Analysis measures how positive or negative an interaction feels based on the language used by both the customer and the agent.

Each message in a chat is analysed and given a score between -1 and 1:

1 = completely negative

0 = neutral

1 = completely positive

Throughout the conversation, these scores are averaged to create an overall sentiment score for the interaction.

For example, a score of 0.48 would indicate a generally positive tone.

Sentiment can change as the conversation progresses, if the language becomes more positive or negative, the score will adjust accordingly. Supervisors can track these trends in reports, interaction logs, or live monitoring to better understand customer satisfaction and agent performance.

Timeline

The timeline section is the bulk of the detailed view, it contains the full transcript of the interaction as well as any events that occurred during the interaction.

Events are any action that either the customer, the agent or the system took outside of a message.

Some examples include:

Interaction Started

Interaction offered to agent

Interaction accepted by agent

Customer navigates to URL

Interaction Ended

Interaction Completed

By default will be collapsed but can be opened by clicking the expand events icon on the timeline itself or the ‘Expand All Events’ button on the top right.

Metadata

The metadata section contains any miscellaneous information regarding the information.

The quick reference

The UUID

How the interaction was ended

The customers IP address

The customers Operating System

The customers browser and browser version

The interaction start and end pages

When the interaction was finalised

Blocking Customer

You can block customers by clicking the three dots button at the top left of the page near interaction info.

Just click the three dots, then click block customer and confirm whether you want to block by IP or ID

Clear PII

This will clear out any data that relates to the customer such as IP address or email and the entire transcript.

Click the three dots, then select Clean PII.

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Please note that this information cannot be recovered after it has been deleted. Find out more about our PCI Compliance here.

Copy/Email Transcript

You can copy the transcript text to your clipboard by clicking the copy button at the top right of the timeline area.

You can also send the transcript over as an email by clicking the mail icon on the right hand side then specifying an email address.

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This is useful if a customer has requested their transcript after the interaction, or for sending across internally.

❓ FAQ’s: Interaction Logs

Interaction Lifecycle Stages Explained (active, ended, finalised, completed)

Talkative interactions have four timestamps:

Created - the time the interaction starts.

Ended - the time the interact ends, either by the customer or agent ending the interaction.

Completed - the time the agent finishes wrapping up the ended interaction.

Finalised - the time the interaction ends and can no longer be updated.

After an interaction has been created, it is Active.

Ended but not Finalised	An ended interaction has been ended by the customer or agent, but the customer was connected with an agent when the interaction ended. Ended but not Finalised interaction won't ever be abandoned interactions.
Ended and Finalised but not Completed	An ended interaction, which has been Finalised, is typically an abandoned interaction (ended by a customer before an agent connected).
Ended, Finalised and Completed	An interaction which is Completed, has been handled by an agent, been ended, and then the wrap up stage has been completed. A Completed interaction cannot have been abandoned, since the agent has wrapped it up.

Finalised timestamp is added:

when an interaction is ended due to customer abandonment.

when an interaction is wrapped up and marked completed by an agent.

when an interaction is timed out after 36 hours by the Talkative system (external router and standalone).

if the task router reservation times out after 24 hours.

Interactions will only send to CRM after they are Finalised.

Reasons for ended interactions:

Within Talkative, Interactions can include multiple feature sessions. For example, a live chat session might escalate into a video chat.

The interaction log page gives an overview of when these are ended.

User	The agent ended the interaction.
Customer	The customer ended the interaction.
System	This means the feature was active until the interaction ended. The true ended by is stored on the interaction.
Unknown	When this is the case an ended by message is not shown in interaction logs. It was not possible to determine why the feature ended, common for historical data where this data was not collected, and for certain features such as Call Me or Voice where we currently cannot determine this.

Interaction Logs Overview