Reviewing voice conversations

---
title: Reviewing voice conversations
description: Investigate completed voice interactions and troubleshoot individual interaction behavior from the Conversations tab in Assistant Designer.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/virtual-agent/assistant-designer-activity-tab.html
release: australia
product: Virtual Agent
classification: virtual-agent
topic_type: concept
last_updated: "2026-08-21"
reading_time_minutes: 3
breadcrumb: [Virtual Agent, Conversational Interfaces]
---

# Reviewing voice conversations

Investigate completed voice interactions and troubleshoot individual interaction behavior from the **Conversations** tab in Assistant Designer.

The **Conversations** tab in Assistant Designer shows a log of completed voice interactions across all voice assistants. Use the Conversations tab to review call outcomes, identify issues with tool executions or authentication, and access full transcripts for specific calls.

**Note:** The user intents and the intent log on this page depend on the intents and resolution criteria you define in the Asset library of AI Admin Center. To set them up, see [Create an intent in AI Admin Center \(Lux UI\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/ai-admin-center-lux-create-intent.md).

\[Omitted image "aiv-assistant-designer-activity-tab.png"\] Alt text: Conversations tab in Assistant Designer listing completed voice calls with columns for ID, description, timestamp, duration, resolution status, agents, intents, authentication, and assists.

## Conversations list

The Conversations list shows one row per completed voice interaction. The following columns appear by default. To show or hide columns, use the column selector.

-   **Interaction**

    The unique identifier for the interaction record.

-   **Assistant**

    The name of the voice assistant that handled the interaction. This column is hidden by default. To show it, use the column selector.

-   **Short description**

    A brief description of the interaction.

-   **Created**

    The date and time the interaction started.

-   **Duration with Voice AI**

    The total time the caller spent interacting with the voice assistant.

-   **Resolution Status**

    How the interaction ended. Possible values: **Resolved by AI**, **Resolved by AI and live agent**, or **Not Resolved**.

-   **Agents invoked**

    The AI voice agents invoked during the interaction, displayed as chips.

-   **User intents**

    The user intents detected during the interaction.

-   **Authentication status**

    Whether the caller was authenticated. Values: **Succeeded** or **Failed**.

-   **Assists consumed**

    The number of AI assists used during the interaction.

-   **Call Outcome**

    How the call was handled or routed. Possible values: **Abandoned**, **Contained**, **Live Transfer**, **Session Expired**, or **Ticket Created**. This column is hidden by default. To show it, use the column selector.


## List view controls

The top right corner of the Conversations list includes controls for searching, filtering, and customizing the view.

-   **Search**

    Enter keywords to find specific conversations.

-   **Date range**

    Select a preset or custom date range to limit the conversations shown.

-   **Filters**

    Apply one or more filters to narrow conversations by attributes such as resolution status or authentication status.

-   **Refresh**

    Reload the list to include the most recent completed conversations.

-   **Personalization**

    Show or hide columns and reorder them to customize the list layout.


## Interaction detail report

Select any row in the Conversations list to open the interaction detail report for that call. The report shows performance metric tiles at the top and the following expandable sections:

\[Omitted image "aiv-assistant-designer-activity-tab-drill-down.png"\] Alt text: Interaction detail report for a voice call showing call metrics, transcript, event log, tool execution results, intent log, and conversation insights.

-   **Performance metrics**

    Four metric tiles appear at the top of the report:

    -   Call duration, with a breakdown of bot talk time, caller talk time, and silence or pauses
    -   Authentication status and attempt count
    -   Average response latency in seconds
    -   Average tool execution time in seconds
-   **Transcript**

    Shows the full timestamped transcript for the call. Inline markers indicate agent invocations, tool calls, and authentication events.

    **Note:** Some content in the transcript is generated by AI. Verify accuracy before using it for decisions.

-   **Event Log**

    Shows the sequence of events during the call, grouped by AI agent. For each agent, the section shows the invocation type, individual tool calls, execution status, and timestamps. An authentication subsection appears when authentication was attempted during the call.

-   **Tool Execution**

    Shows all tools invoked during the call. For each tool, the section shows: name, execution status, execution time in milliseconds, request parameters, and response.

-   **Intent Log**

    Shows the intents detected during the call, the handler type, and the resolution status for each intent.

-   **Conversation Insights**

    Shows signals such as confusion, effort score, AI agent empathy, and frustration. These metrics are calculated through large language model \(LLM\) transcript analysis and may not be fully accurate. Review them before acting on them.