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Channel Event Received: The Virtual Agent received an event from a channel which it will process and respond.
User Message Received: The Virtual Agent received a user message from a channel which it will process and respond.
Message Validated: The Virtual Agent has validated the authenticity of the incoming message in order to verify and confirm that the message came from the stated sender.
Access Permissions Checked: The Virtual Agent performed the pre-requisite permission checks to determine whether the user is allowed and permitted to interact with the Virtual Agent.
User Authenticated: The Virtual Agent has auto-verified and confirmed the identity of the user
User Auto Registered: The Virtual Agent has auto-registered the user for the Virtual Agent services.
User Status Checked: The Virtual Agent performed the user status checks to determine whether the user is active and allowed to interact with the Virtual Agent.
User Manually Registered: The Virtual Agent has registered the user via the manual registration process for Virtual Agent Services.
User Registration Cancelled: The Virtual Agent has canceled the user registration via the manual registration process for the Luma bot services.
Fallback Detected: A Virtual Agent is attempting to parse the user message and recognized that the skill is not identified or skill with less confidence score identifier causing the fallback actions to be triggered.
Skill Ambiguity Detected: A Virtual Agent is attempting to disambiguate the user's intention so that it can capture & infer the human intent confidently and accurately.
Skill Recognized: The Virtual Agent recognized the user's intention based on the user-given phrase/invocation name/skill identifier.
Skill Ambiguity Resolved: A Virtual Agent has successfully and confidently disambiguated the user's intention.
Rephrase Requested: The Virtual Agent asked the user to rephrase the request to identify and identify the correct/right skill with greater confidence.
Skill Permissions Checked: The Virtual Agent has verified the user's access permissions on the skill that was triggered by the user from the channel.
Response sent: The Virtual Agent delivered a response to the user with an informational message, clarification prompt requesting input from the user, or a hangup phrase.
Conversation Flow Started: The conversation flow of identified skill is started to collect information in a specific order from the user and guide the user through a series of configured steps as part of the skill.
Attribute Prompted: An Attribute value was requested in the conversation asking the user to provide a value for it.
Attribute Value Filled: An Attribute was successfully filled with a value obtained either from the user or a third-party fulfillment system during the conversation.
Attribute Value Validated: A validation was performed on the Attribute’s value obtained from the user against the pre-configured validation rules.
Error Rules Evaluated: The operation error rule set comprising of a collection of ordered rules with a set of execution semantics was evaluated and executed the rule’s actions based on the results of the rule’s condition evaluation.
No Data Rules Evaluated: The operation no data rule with a set of execution semantics was evaluated and executed the rule’s actions based on the results of the rule’s condition evaluation.
Success Rules Evaluated: The operation success rule set comprising of a collection of ordered rules with a set of execution semantics was evaluated and executed the rule’s actions based on the results of the rule’s condition evaluation.
RuleSet Evaluated: A rule set comprising of a collection of ordered rules with a set of execution semantics was evaluated and executed the rule’s actions based on the results of the rule’s condition evaluation.
Conversation Branched: Conversation branched to a subskill based on the conversation routing rules.
Conversation Aborted: The conversation was interrupted.
Conversation Errored: The conversation was abruptly terminated due to an irrecoverable system error.
Agent Transfer Rejected: Conversation transfer to the agent is unsuccessful due to the unavailability of a Support agent.
Attribute Prompt Skipped: An Attribute was successfully skipped as requested by the user during the conversation.
Channel Notification Sent: The Virtual Agent delivered a notification to the user on the intended Channel with the message configured as part of Channel Notification.
Contact Custom Attributes Updated: A Custom User Attribute has been successfully filled with a value obtained either from the user or a third-party fulfillment system during the conversation.
Conversation Flow Completed: The conversation flow is complete after the identified skill is fulfilled/ erred or the skill is aborted by the user during the conversation.
Conversation Topic Changed: End User triggers a skill using command while already executing a skill. This changes the conversation topic and the already executing skill is aborted automatically.
Follow-up Notification Sent: The Virtual Agent delivered a follow-up notification to the user on the intended Channel with the information configured as part of the Follow-up.
Integration Executed: An Integration operation was performed by the Virtual Agent to collect, modify, or post information in a pre-configured Application Instance.
Ongoing Chat Agent Inactivity Timeout: A conversation has timed out due to no response from the Support Agent during the conversation with the End-User.
Ongoing Chat User Inactivity Timeout: A conversation has timed out due to no response from the End User during the conversation with Bot or Support Agent.
Support Agent Accepted Chat: A conversation transferred to Agent has been successfully accepted by a Support agent.
Support Agent Ended Chat: A Support agent can end an active conversation after interacting with the end-user.
Support Agent Response Sent: Support Agent responds to the end-user with a message during a conversation with the User.
System Command Executed: System command is executed by the Virtual Agent as requested by the End-user.
User Aborted Agent Transfer: The End User has aborted the transfer to agent request before an available support agent could accept the conversation request from the Waiting queue.
User Aborted Bot Conversation: End User aborts or exits the conversation using the abort command before a Skill was identified or during an ongoing conversation with the bot.
User Aborted Support Agent Chat: End User aborts or exits an ongoing conversation with a Support agent using the abort command.
User Added To Waiting Queue: The Virtual Agent has successfully added the End User Conversation to the Waiting queue and the request is pending to be accepted by a support agent.
User Inactivity Timeout: User Conversation has timed out due to no response from the End User to the bot within the user's inactivity timeout.
User Message Sent To Support Agent: End User message has been sent to the Support Agent during an ongoing conversation.
Waiting Queue Inactivity Critical Timeout: The user conversation is pending in the Waiting queue and has not been accepted by any available support agents before the Waiting Queue Warning timeout is reached.
Waiting Queue Inactivity Warning Time out: The user conversation is pending in the Waiting queue and has not been accepted by any available support agents before the Waiting Queue Critical timeout is reached.
Automation Workflow Invoked: Luma Virtual Agent invokes the Automation Workflow service during the Skill execution.
Intent Information Presented: The Virtual Agent presents the end-users with the identified Knowledge Articles or Services or both, based on the user query.
Knowledge Search Feedback Captured: The End-User’s Feedback is captured by Luma Virtual Agent for the Knowledge Search results provided.
Knowledge Topic Browsing Retrieved: The End-User requests to Explore available Knowledge Articles and Luma virtual Agent receives Topic browsing URL from Luma Knowledge.
Knowledge Topics Prompted: The Virtual Agent has identified Knowledge Articles for the user query and prompts the user to select one of the relevant topic.
Knowledge Topic Validated: Luma Virtual Agent has validated the Topic selected by the end-user against the topic list presented to the user
Skill Status Checked: Luma Virtual Agent checks if the requested skill is Active or Inactive.
Support Group Status Checked: When Transfer to Agent is requested and the End-user selects a Support group to talk to. Luma Virtual Agent verifies if the support group selected by the end-user is online and inside business hours, before assigning the user request to the group.
User Actions Suggested: The Virtual Agent presents the end-user with the identified information and suggests the user take the next step by selecting one of the options.
Search Results Identified: Based on the phrase entered by the end-user, the Virtual Agent identifies the user’s intent to view Knowledge Articles or Services.
Results Filtered and Representation Identified: Based on NLP setting and representation settings, Bot has decided if the end-user should be presented with Knowledge followed by Skills or Knowledge and Skills together.
Waiting User Chat Retransferred To Group: The Support agent transfer the end-user request from the Waiting queue to another Support group.
Ongoing User Chat Retransferred To Group: The Support Agent transfers the ongoing user conversation to another support group.
Survey Feedback Prompted: The Virtual Agent requests the end-user to provide feedback for the skill execution or conversation with the Support Agent.
Survey Feedback Responded: The end-user responded to the Virtual Agent with feedback for the skill execution or conversation with the Support Agent.
Survey Prompted: The Virtual Agent prompts the end-user to respond to the Customer Satisfaction Survey for the skill execution or conversation with the Support Agent.
Survey Responded: The end-user responds to the Customer Satisfaction Survey triggered for the skill execution or conversation with the Support Agent.
KPI Metrics Calculated: The Virtual agent calculates the configured KPI metrics in the executed skill.
View Context
In the conversation log, the request context is also available as part of the event. It could be accessed by clicking on the icon associated with the event.
Below are the icons available on the Conversation logs:
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