Left panel — a scrollable list of conversations matching your current filters, along with a count of total results and their combined duration.

Right panel — the detail view for the selected conversation, showing its transcript, media player, metadata, and available actions.

Interval to prev call (Repetitive)

Call Duration

Waiting time

Response time

Longest monologue

Holds — for Overall holds time and Max hold time. The Number of holds field is a plain count.

Fractional numbers are allowed when they resolve to whole seconds — for example 1.5 minutes is accepted and applied as 90 seconds, while 0.5 seconds is rejected with an inline error.

Max hold time requires at least 10 seconds.

Existing saved filters, favorites, and charts continue to work. When you reopen a saved value, it is displayed in the most readable unit — for example a stored value of 300 seconds appears as 5 minutes.

If a saved filter uses a closed range (for example 60–300) that cannot be expressed as a single At least, At most, or Exactly threshold, the value is preserved and still filters results, but the edit dialog shows an inline hint and asks you to replace it with a preset or a supported custom threshold.

Favorites — lists your saved filter sets. Click any favorite to apply it immediately. If you have saved favorites, this tab opens by default.

Recent — automatically tracked filter history. Switch between Last used (sorted by date) and Often used (sorted by frequency). If a recent filter combination matches a saved favorite, the favorite name is shown.

Rename favorites inline

Reorder favorites by drag-and-drop

Delete favorites or history entries

View full filter details for each saved set

Header — conversation type, date and time, duration, direction, agent name, and caller/destination identifiers.

Transcript — the full conversation text, with speaker labels and timestamps. For calls, you can click a transcript line to jump to that point in the audio.

Media Player — audio or video playback controls (for calls and screen recordings). Supports stereo playback.

AI Summaries — if automated summarization is configured, summaries appear for the conversation. If a summary could not be generated, a notice appears in its place — see When an AI Result Fails below.

Compliance Matches — if script adherence rules are configured, you can view which rules matched.

Repetitive Calls — for calls from the same client (or to the same destination), the toolbar shows a phone-log icon listing related conversations, and a Prev / Next client request strip appears under the header. See Repetitive Calls below.

Summary — inside the AI summaries panel, in place of the missing summary, labelled with the prompt name.

Auto QA — under an AI processing heading in the right-hand column, labelled with the scorecard name. In Review mode the same notice moves above the scorecard.

Automatic categorisation — in the same AI processing block, labelled with the prompt name; above the scorecard in Review mode.

A later run succeeds. Re-running the responsible Ender over the affected conversations is the usual retry — Enders → open the Ender → Run Historical (see Enders). For Auto QA, a score for that scorecard clears the notice whichever prompt produced it. Notices are re-checked when you open a conversation, not while it stays open, so reselect or reopen the conversation after the run finishes — otherwise the old notice is still on screen and looks like the retry failed.

Any Ender can do the retry. A failure belongs to the conversation, not to the Ender that ran it, so deleting that Ender does not clear the notice — it deliberately stays, because the result still was never generated. What clears it is a successful result for the same prompt (for Auto QA, the same scorecard), from any Ender. If the original Ender is gone, run another one that uses that prompt or scorecard, or recreate it and run it on history.

The result arrives another way. A summary sent in through the API for that prompt also counts, and clears the notice.

The step can no longer run at all. For a summary or categorisation notice, that means its prompt was archived, deleted, or uninstalled with its app. For an Auto QA notice it is the scorecard that matters — archiving, deleting, or uninstalling the prompt that happened to fail is not enough, because another prompt can still score the same scorecard; the notice is dropped only once the scorecard itself is deleted or archived.

Summary notices follow the summary they stand in for: if a prompt's results are restricted to other roles, neither the summary nor its failure shows up for you. Auto QA and categorisation notices are broader — anyone who can open the conversation sees them, including users who have no access to the scoring interface, so the scorecard or prompt name in the notice is visible to them too.

Recent attempts — successful or failed, with their timing — are in the activity log at the bottom of the Session details dialog. That log requires the Enders / Automation Management permission (under Analytics Configuration in Roles and Permissions), so most reviewers will only see the notices themselves. It is a recent-activity view, not an audit record: it shows the newest entries only (up to 200 per conversation), and routine successful entries are cleared after a retention period (30 days by default). Recorded failures are kept.

A conversation is marked as viewed as soon as you open it in the detail panel. There is no separate "mark as read" button.

Viewed conversations appear with a shaded background and lighter text; conversations you have not opened yet keep the standard styling.

The list is personal to your account — what you have opened does not change how the list looks for your colleagues.

It is stored in your browser, not on the server. Opening Ender Turing in a different browser or on a different device starts with an empty list, and clearing your browser data resets it.

Each entry records when you first opened that conversation; reopening it later does not refresh that moment. Entries are kept for 180 days from that first view, and only the 5,000 most recently first-opened conversations are retained. Anything older, or beyond that count, appears as unviewed again the next time you see it in the list.

Share — copy the conversation link to your clipboard or send it by email.

Copy Transcripts — copy the transcript text to your clipboard.

Download — export the conversation in multiple formats:

Reactions — add an emoji reaction to the conversation.

Pin to Playlist — add the conversation to a training playlist (requires playlist management permission).

Flag Low Quality — mark the transcription as low quality for review.

View / Edit Session Details — open the Session details dialog. From there, click Edit to switch to the Edit Session form.

Start — the conversation's start date and time. Pick a date from the calendar and a time from the time picker. Click Save to persist your changes.

Agent — the agent associated with the conversation. Start typing to search the agent list.

Agent channel — the channel number representing the agent's side of the recording.

Direction — Inbound or Outbound.

Topics — one or more conversation topics (categories). This field is only available to users who can manage analytics configuration.

Prev / Next client request strip — appears directly under the conversation header. It shows how much time passed between the current call and the client's previous or next call, with a clickable arrow on each side that opens that linked call. The strip is computed live from the client's phone number and a ±10-day window, so it appears as soon as the matching calls exist.

Repetitive Conversations dropdown — a phone-log icon in the conversation toolbar (visible when more than one related call exists). Opening it lists every related call for that client with date, direction, and agent. Clicking any entry switches the detail panel to that call.

Interval to prev call filter — in the Conversations filter bar. Use it to find calls whose previous call from the same client was within a chosen interval (for example, "5 minutes – 48 hours"), or enter a custom value with At least (>=) or At most (<=) using the number + unit selector (seconds, minutes, hours, days). Enable Root call only (FCR failed) to keep only the first call of each repeat chain (the call that did not resolve the client's request on the first try).

Formatting — bold, italic, strikethrough, underline, bulleted list, and ordered list.

Link — click the link icon to attach a URL to the selected text.

Mentions — tag a teammate so they are notified about the comment. Type @ (or click the Add mention button) to open a list of users, then start typing a name or email to filter. Use the arrow keys and Enter to select, or click a name. The agent assigned to the current conversation is included in the suggestion list even if they would not otherwise appear. Each mentioned user receives a notification when you save the comment (and again if you edit the comment to add new mentions).

Emoji — click the emoji icon to open a picker and insert an emoji.

Images — attach one or more images with the image icon, or paste an image from your clipboard directly into the editor. Attachments appear beneath the comment after saving.

Ctrl + Enter — save the comment.

Escape — cancel editing without saving.

Newest or oldest first

Longest or shortest duration

Relevance (when a text search is active)

Download XLSX — export the filtered set of conversations to an Excel file. There is no separate download permission; the action is allowed for users whose role includes one of the analytics view permissions (Dashboard: View, Dashboard: View Team, Dashboard: View Agent, or Sessions: View Own). The standard Full / Team / Own role bundles each include one of these, so a role configured from the defaults can export, but a custom role with only Sessions: View or Sessions: View Team will see the menu and get an insufficient-privileges response. Click the download icon above the list and choose one of two modes:

Both modes include the same built-in columns, with localized headers:

Column headers use the field names exactly as the analysis produces them, so they are not translated with the rest of the header row.

Plain XLSX deliberately keeps the whole result in a single cell as JSON. Choose XLSX Expanded when you want one column per metric.

A column appears only when at least one conversation in the exported set has that result. Conversations that were never analysed leave the cells empty.

Scores are written as text, like every other expanded summary value. Convert the column in your spreadsheet if you want to average or chart the scores.

The columns follow the same filters and date range as the rest of the export, so you can narrow the set first and then correlate satisfaction or intensity with agent, team, topic, or duration.

The CSI column only appears when at least one conversation in the exported set actually carries a CSI value. If none of them do, there is no CSI column in the file at all.

Conversations without a CSI value leave the cell empty, the same as any other missing metadata.

CSI is not something you enter in Ender Turing. It arrives with the conversation from the source platform, so if you expect CSI and do not see the column, check that the telephony, CRM, or API integration feeding those conversations is sending it.

CSI and Duration land as numeric cells, so you can average them, chart them, or reference them in formulas without converting the column first.

Identifier and link fields are always written as text, even when they look like numbers. This is deliberate: long numeric IDs lose their last digits when a spreadsheet parses them as numbers.

Everything inside expanded summary columns is written as text, because summary output is treated as text throughout. Numbers there are not numeric cells, and yes/no values appear as True or False.

Empty and unavailable values are written as empty cells.