# Conversation Intelligence

> Read transcripts, work the Review Queue and escalations, see which agents and skills are in use, and generate analytics across every Unifuse conversation.

Source: https://docs.unifuse.ai/enrollment/conversation-intelligence/

**Conversation Intelligence** brings together every conversation the assistant has had with
prospects, applicants and students across channels. It opens from the Enrollment Overview
and the Enrollment Agent page, and its tabs are kept in the page address.

## Before you start

- You need *view conversation logs*. Deciding on queued replies and escalations needs
  *manage review queue*. Seeing unmasked contact details needs *unmask pii* (Admin only by
  default).

## All Transcripts

Search by participant or summary, filter by channel and by source (Channels, Student
Success, Enrollment), and **Load more**. Each transcript shows which tools the agent used.
Contact details are masked for roles without *unmask pii*, and a banner says so.

## Review Queue

Assistant replies waiting for a person, with counts of pending, held and deferred items.
Nothing here has reached the student yet. See
[Review Queue](/student-success/review-queue/) for how to decide.

## Conversational Agents

A card per agent: deployed channels, enabled skills, total conversations, average accuracy,
resolution rate and active sessions.

## Skills

A read-only library of the skills agents can use, filtered by category and whether they are
in use, with the agents that use each and its use cases. Skills are switched on in the
Orchestration Hub.

## Escalations

Conversations an agent flagged for a person, in **Needs a decision**, **In review** and
**Resolved**. Sort by priority or newest, and search the queue. Each row shows who, why it
escalated, the recommended action, priority and source; some are marked **Auto-escalated**.

The drawer shows the recommended action and the transcript, and offers **Assign to** (a name
or email), **Mark in review**, **Resolve** and **Reopen**, with Previous and Next (also the
left and right arrow keys). A **Handled today** strip lets you **Release** an item back to the
queue.

## Conversation Insights

Aggregated analytics across all agents and channels. **Generate Report** writes a
conversation analytics report from the figures. **Manage Cards** chooses and orders the
cards: health metrics, top themes, most invoked skills, peak hours, channel usage and
time-of-day distribution.

## Enrollment Agents

**Enrollment → Enrollment Agent** lists the agents that answer prospects and applicants and
where they are deployed, with a search and category chips. Each agent's page has a real
**Chat with Agent** test (optionally with an applicant's email to look up their application),
a **QA Test**, and a conversations table with a transcript drawer showing sentiment,
detected intents, extracted entities and whether a review is required.

## Related

- [Approvals and trust tiers](/ai-assistant/approvals/)