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Monitor your agent

Once an agent is launched, the pages under Monitor tell you what it is doing. Each answers a different question, and each is a list you can filter rather than a chart.

Page The question it answers
Conversations What is the agent saying, and to whom?
Sends What went out, what was held, and why?
Calls What has the agent booked?
Activity What business events happened recently?
People Who does the agent know?

Monitor is the console's home for an agent: its Overview is the tier's index, and the pages above sit under it.

Anychat does not yet publish an analytics dashboard, and the Overview's Engagement card says so rather than showing figures. Read the pages below for anything you intend to act on or report.

Conversations

Monitor · Conversations is message traffic between the agent and the people it talks to. Pick a contact to read the whole thread.

Filter by Range, from the last hour through the last 30 days, and by user. Live conversations only: the sandbox partition has its own page under Test · Sandbox conversations, so nothing a persona said appears here.

Open Inspect turns on any conversation to see the turn records behind it: which Playbook was active, what the agent read, what it looked up, which Rules fired. That is the page to open when the agent says something unexpected.

A conversation is the whole thread with one person, over all time. The 30-minute sitting inside it is a session, which is the unit summaries and Goal outcomes are recorded against. See Conversations and sessions.

Sends

Monitor · Sends is one list with one row per person reached, whatever created the row: a send someone named, an Automated Outreach row, or a Campaign recipient.

Filter by Outreach, by Origin (Named, Automated, or Campaign), by one Campaign, by one Automated Outreach, by State, and by period. Each row carries what it was, what happened to the attempt, what happened to the message, and what came of it. See Sends.

Filtered to one Campaign, the page shows that campaign's progress, its totals, and Why rows did not send above the rows. Filtered to one Automated Outreach, it shows the rule's runs and whether it is keeping up. Each summary links to the Campaign or rule under Build · Outreach, where its controls are.

A send that is still queued can be cancelled from here before it goes out. An Automated Outreach or Campaign send waiting for safe hours stays queued until the window opens; a send you make by hand is queued for about a minute, until the send worker picks it up. A send is the only thing you cancel.

Calls

Monitor · Calls lists every call the agent has booked: upcoming, completed, and cancelled, with the person, the representative, and when it was booked. Filter by status, and note that calls stay on the list after they happen, so a same-day booking you did not see land is still there.

Check it each morning when the agent books same-day calls, and pair it with notification emails so someone is on the line.

Activity

Monitor · Activity is a feed of recent business events: appointments booked, rescheduled, and cancelled. It refreshes every 30 seconds, and each entry links to the person it concerns.

Activity answers "what just happened?" Conversations answers "what was said?"

What to check, and when

Daily, while an agent is new: Calls for anything booked, and Conversations for the threads behind them.

After a campaign or an Automated Outreach run: Sends, filtered to that Campaign or Automated Outreach, for its summary and for what was held and why. The reasons are listed under Send to one person.

When someone reports odd behavior: find the conversation, open Inspect turns, and read the record for that turn before changing anything in Behavior.

What's next