> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/use/monitor-and-report/dialogue-insights/historic-dialogue-overview.md).

# Dialogue Insights historic dialogue overview

Browse and filter historic dialogues before opening detailed dialogue records.

The historic dialogue overview report lists dialogues over past days, months, or years.

For shared historic report refresh timing, filters, menu, cards, and settings, see [Historic reporting dashboard](/use/monitor-and-report/dialogue-insights/historic-reporting-dashboard.md).

<figure><img src="https://67037690-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FkDTnqL8OqnJFQgFg9eQ6%2Fuploads%2Fgit-blob-2a06bca971d3b60651cff6e10af64a8f88aa4810%2Fdialogue-insights-historic-dialogue-overview.png?alt=media" alt="Historic dialogue overview report"><figcaption></figcaption></figure>

The screenshots use example data, with date-filter controls updated to match the production report.

## Before you start

You need access to the historic dialogue overview report and to the contact centers you want to review.

## Read the dialogue overview table

The dialogue overview report contains a table with dialogues.

<figure><img src="https://67037690-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FkDTnqL8OqnJFQgFg9eQ6%2Fuploads%2Fgit-blob-b14662f592fa80b3520f5299d5f9b3a836f52d6f%2Fdialogue-insights-historic-dialogue-overview-table.png?alt=media" alt="Dialogue overview table"><figcaption></figcaption></figure>

| Field               | What it shows                                                                                                           |
| ------------------- | ----------------------------------------------------------------------------------------------------------------------- |
| **Start Timestamp** | Timestamp when the dialogue was initiated by the customer for inbound dialogues or by the agent for outbound dialogues. |
| **Direction**       | Direction of the dialogue: inbound or outbound.                                                                         |
| **Channel**         | Channel of the dialogue: Chat, E-mail, Phone, SMS, WhatsApp, or unknown.                                                |
| **Contact Center**  | Contact center where the dialogue was received or initiated.                                                            |
| **Skill**           | Skill associated with the dialogue.                                                                                     |
| **Outcome**         | Dialogue outcome: Abandoned, Accepted, Forwarded, or IVR Drop.                                                          |
| **Sentiment**       | Sentiment indicator for the dialogue.                                                                                   |
| **Agent**           | Agent who answered or initiated the dialogue.                                                                           |
| **Customer**        | Customer who initiated or received the dialogue.                                                                        |
| **Handle Time**     | Time between the agent or customer answering and all participants disconnecting.                                        |

If the feature is enabled, sentiment is determined only for audio dialogues that have transcripts available. Sentiment is generated post-call on 15-minute intervals and can take longer to appear in the report.

The report can show these sentiment values:

* Positive.
* Neutral.
* Negative.

## Open dialogue details

Select a dialogue in the **Dialogue Overview** table to enable the details button.

<figure><img src="https://67037690-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FkDTnqL8OqnJFQgFg9eQ6%2Fuploads%2Fgit-blob-350756b64f7958bdc8b19f3971182675fce45a46%2Fdialogue-insights-dialogue-details-disabled.png?alt=media" alt="Disabled Dialogue Details button"><figcaption></figcaption></figure>

<figure><img src="https://67037690-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FkDTnqL8OqnJFQgFg9eQ6%2Fuploads%2Fgit-blob-9a11efa9f6cdafd8b726664995f81fcd0aa7ebfa%2Fdialogue-insights-dialogue-details-enabled.png?alt=media" alt="Enabled Dialogue Details button"><figcaption></figcaption></figure>

When the button is enabled, it opens [Historic dialogue details](/use/monitor-and-report/dialogue-insights/historic-dialogue-details.md).


---

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