Intelligence Overview

Per-interaction evidence, workspace analytics, dashboards, metric values, and the boundaries that determine their availability.

Use intelligence and analytics to investigate individual interactions and compare operational results over time. Available evidence includes run records, generated analysis, evaluation scores, and workspace metrics. Processing can be incomplete or delayed; audio analysis requires a usable recording.

Per-interaction analysis, workspace analytics, and metric values have separate producers and processing schedules. Confirm the source and coverage of a measure before using it for a deployment decision.

Match the Evidence to the Decision

Evidence	What it helps answer	Boundary to preserve
Run and interaction records	What happened during this interaction?	Coverage depends on the retained artifacts and runtime
Call intelligence and evaluations	How did the available interaction evidence score?	Generated analysis and scores are not independent confirmation of external work
Metric values and dashboards	How do defined measures compare across runs or periods?	Definitions, filters, missing results, and freshness affect the comparison
External outcome records	Did the intended scheduling or operational result occur?	The customer may need to supply or join evidence from the destination system

Start with an individual example before interpreting an aggregate trend. Then use the same definitions and relevant segments for comparisons. Evaluating Concurrence describes that review; Continuous Improvement connects a finding to a tested change.

Call Intelligence

Voice call intelligence can combine operational profiles derived from call signals, post-interaction quality scoring, and audio-native scoring from the recording. Text interactions use the evidence available to their modality and do not receive audio-native analysis. Composite scores support trend analysis, while transcripts and structural traces show observed states, actions, and tool execution without exposing hidden model reasoning.

Call Intelligence

Analytics and Dashboards

Workspace analytics cover call and production-eval trends, surface outcomes, event composition, connector and pipeline health, and current entity-inspection views. Built-in and custom dashboards and the conversational Insights Agent support analysis, while the unified Runs surface remains the canonical interaction inventory. Each analytical surface has its own evidence source and freshness boundary.

Analytics and Dashboards

Topic Classification

Workspaces can enable automated conversation topic classification. When the setting is active, the platform periodically discovers enabled workspaces, resolves their active taxonomy and service context, and classifies recent conversations against the taxonomy. Each workspace is processed independently - a misconfigured workspace is quarantined for triage rather than blocking classification for other tenants. Workspaces require exactly one active taxonomy and at least one active service with a non-blank name to qualify; workspaces that do not meet these prerequisites are recorded as skipped with a reason so the gap is visible rather than silent.

Metric Store

The Platform API exposes 41 built-in metric definitions across six categories and supports up to 50 workspace custom definitions. Recent and durable values share one response model, but producers, execution schedules, and modality requirements differ. A catalog entry or freshness target does not guarantee that a value exists or will arrive within a fixed time.

Metric Store

Event Streams and Analytics

The workspace SSE stream publishes supported call, surface, pipeline, text, operator, and other workspace events as they occur. It is an operational notification channel, not the durable analytics store, and it includes only events that producers publish. Consumers should reconnect with the last event ID when possible and reconcile important state through the corresponding read API.

A separate per-call observer stream can provide live transcript and tool activity for call monitoring. Stream availability does not imply that the same evidence will be retained indefinitely or that post-call intelligence has completed. See SSE Events in the developer guide for endpoint and payload details.

Developer Guide - For the full analytics endpoint set and metric store details, see Analytics in the developer guide.