The conversation logs give you a detailed view of every interaction Cevro has with players. Use them to review how the AI handled specific tickets, identify areas for improvement, and override quality scores when needed.Documentation Index
Fetch the complete documentation index at: https://setup.cevro.ai/llms.txt
Use this file to discover all available pages before exploring further.
Accessing Conversation Logs
Navigate to the Conversations page from the main sidebar. You’ll see a list of all conversations, filterable by:- Status — Open, resolved, escalated
- AIP — Which AI Procedure handled the ticket
- Brand — Filter by specific brand
- Date range — Focus on a specific time period
- Agent — Filter by assigned agent or team
What You Can See
Each conversation log shows:- Full transcript — Every message between the player and the AI agent, including tool calls and responses
- Classification — Which AIP was selected and why
- Actions taken — Tools called, data retrieved, decisions made
- Escalation details — If the ticket was handed off, the reason and context provided to the human agent
- Quality score — Per-conversation quality rating with rule-by-rule breakdowns (shown when the QA Scoring feature is enabled)
The conversation log is the most direct way to understand why the AI behaved a certain way. Before adjusting AIP instructions, always review a few example conversations first.
Reviewing Conversations
When reviewing a conversation, look for:| Signal | What It Means | Action |
|---|---|---|
| AI gave wrong information | Instructions may be incomplete or misleading | Update the AIP instructions |
| AI escalated unnecessarily | Knowledge gap or overly cautious instructions | Add the missing context or adjust escalation rules |
| AI didn’t use available tools | Tool may not be attached to the AIP | Check tool configuration |
| Player was frustrated despite correct handling | Process issue, not an AI issue | Review your SOPs, not the AIP |
Overriding Quality Scores
If your workspace has the QA Scoring feature enabled, reviewers can override AI-assigned scores — useful when the scorer is more stringent than your own QA standard, or when contextual knowledge changes the verdict. See the QA Scoring Manual Review section for the full flow: override overall or per-section scores, add comments, and calibrate the scorer over time. Workspaces without QA Scoring don’t see quality scores in the conversation log. To enable it, contact your Customer Success Manager.Searching Conversations
The search bar at the top of the conversation list accepts several types of input. It tries the most specific match first and stops as soon as it finds results.| What You’re Looking For | What to Search | Example |
|---|---|---|
| A player by email | Their full email address | [email protected] |
| A player by name | First or last name | Hugo |
| A player by player ID | The player’s back-office ID | PLR-12345 |
| A Zendesk ticket | The Zendesk ticket number | 48291 |
| A tagged player | The exact tag name | VIP |
| A ticket by phone | Phone number (or prefix) | +1555 |
External ticket ID search (e.g. Zendesk ticket numbers) is currently supported for Zendesk integrations. If your help desk is Intercom, LiveChat, Respond.io, or Zoho, search by player email, name, or player ID instead.
Search Tips
- Be specific. Searching a full email is faster than a partial name because it matches exactly instead of scanning all contacts.
- Use the Zendesk ticket number to quickly jump from your help desk to the Cevro conversation for that ticket.
- Tags are exact match — searching
VIPfinds contacts tagged exactly “VIP”, not partial matches.
Tips for Effective Reviews
- Start with escalated tickets — These are the highest-signal conversations for finding improvement opportunities.
- Sample automated tickets too — Don’t only review failures. Spot-checking successful resolutions ensures quality.
- Look for patterns — If multiple conversations escalate for the same reason, that’s a systemic gap worth fixing.
- Use filters — Narrow down by AIP or brand to focus your review on specific areas.
Related
- Feedback & Ticket Review — Leave feedback on messages, score conversations, and drive agent improvement
- Understanding Metrics — Automation rate, escalation signals, and dashboard columns
- Topic Monitoring — Track unresolved topics across conversations
- QA Scoring — Configurable quality evaluation (available on request)
- Delegation vs Escalation — Understand why tickets are handed off