What it is and what it is for
PaperOffice analyzes every conversation. The call log shows transcript, summary, sentiment, intent and outcome. Questions your agent could not answer end up under Knowledge gaps. Identical questions are counted. The draft for a gap is only a suggestion. Statements made during the conversation are not verified.
How it works
- Open Conversation AI → Call Log. Under Options, filter by period and status.
- Click a call. The call details show the transcript and Analysis & summary.
- Open Conversation AI → Knowledge gaps and choose the Open filter.
- For “Knowledge is missing”, click Create article. Check title, text and knowledge base, then click Save.
- Go to the instruction opens the agent, Go to the archive your documents.
- Mark the gap as Accepted or Dismiss it.
Good to know
- A gap only counts as closed once the agent actually answers the original question.
- “No action needed”: deliberately not answered. “We are looking into it”: PaperOffice handles it. Technical faults are not listed.
- Website chats are in the Chat Log. You switch on their analysis on the Website chat tab. It is a paid feature.
- Translating a transcript is paid; you confirm first.
- Logs are kept for 30, 90 or at most 180 days, then deleted completely.
- The agent never calls back by itself. If a caller asks for a callback, a ticket is created for the recognized number. Your team calls back.