Monitoring conversations

The All conversations page provides full visibility into every conversation that takes place within Spark. It enables supervisors, administrators and support teams to analyze user interactions, understand conversation outcomes, and identify areas for improvement.

Accessing the All conversations page

To access the Spark overview page, navigate to Spark > All conversations from the main menu.

The dashboard view lists all conversations that have occurred within Spark, allowing you to monitor ongoing interactions and review completed sessions.

Using the conversations dashboard

Conversations summary

The conversations gauge and timeline provide a detailed overview of all conversation activity within Spark. They show the number of conversations that are currently Resolved, Escalated, or Abandoned, as well as the number of Active conversations over the selected period.

Conversations table

View all recent conversations and access details for each by selecting an item in the table.

The table is organized by:

• State: Displays the current progress of the conversation, such as In progress or Completed.

• Outcome: Indicates the result of the conversation, such as Resolved, Escalated, or Abandoned.

• Conversation began: Shows when the conversation started.

• Message count: Displays the total number of messages exchanged between the employee and Spark.

• Employee name: Identifies the employee participating in the conversation.

• Employee UPN: Shows the employee’s unique identifier (User Principal Name).

Accessing conversation details

Select a conversation from the table to open a detailed view, including messages, outcomes and actions.

The Conversation detail page includes all messages sent by the employee, responses from Spark, any remote actions that were suggested or executed, and if applicable, the ticket reference number for escalated cases.

This detailed insight helps you understand how Spark managed each conversation and provides the foundation for troubleshooting and continuous improvement.

Accessing device view through a Conversation

• Click Open user overview in the context tab. This will redirect you to the User overview dashboard that provides a comprehensive overview of an employee's digital experience. Refer to the User Overview documentation for more information.