Seeing exactly why the agent said something
Open any piece of the agent’s work and see each step it took, what it read, what it did, what it cost and why it stopped.
When a customer asks why the agent said something, you should be able to find out. Every time the agent works a ticket, it keeps a step-by-step record.
What the record shows
- what it read
- which actions it took, and their results
- how much each step used, and what the whole piece of work cost
- why it stopped
You can also see exactly which version of the agent’s instructions and procedures produced a reply.
Who sees the details
Full detail is only shown to people whose role allows it. Everyone else sees the outline, with personal details hidden.