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Histories

Histories is the operator's ground truth.

This is where you stop guessing what users experienced and start working from the exact conversation that actually happened.

Histories list with filters and recent conversations

What to do here first

Use the list to narrow down the traffic you care about:

  • filter by agent
  • narrow by external user ID when you are tracing one stakeholder or customer
  • filter by feedback when you want only conversations with a clear signal

What a good review pass looks like

Open a thread and answer these questions:

  • What did the user actually ask?
  • What did the agent actually do?
  • Was there feedback on a specific reply?
  • Is this a one-off miss or something worth protecting?

Use Histories as the bridge between feedback and action

From the history thread, you can usually do the next operational move immediately:

  • ask Copilot what likely caused the behavior
  • go back to Editor and change the agent
  • click Add Case to protect the failure in Test Suite

A practical habit

Do not wait for a big review meeting to use Histories.

The best operators treat it like a daily loop:

  1. scan recent traffic
  2. open the most risky thread
  3. decide whether to fix, protect, or ignore