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AI call monitoring and conversation review
Review supported agent conversations and recurring issues in MDML. Mark follow-up work and resolved issues so failures do not disappear into a transcript.
What you can do
Conversation records
Use the supported conversation view to inspect the recorded interaction.
Recurring issue list
Track questions or failures that need attention.
Follow-up state
Mark a conversation followed up or an issue resolved through the supported workflow.
Access and setup
A resolved flag records the team’s action; it does not prove the customer’s problem is solved or guarantee future agent performance. Recording availability depends on setup.
Confirm the available workflow and its plan or add-on requirements for your business before setup. See the current plans or ask the MDML team.