How to manage Zeus AI QA Run history
Last updated September 17, 2026
Overview
The Run history interface serves as an auditing and quality assurance log that tracks historical Zeus AI interactions across customer conversations. It provides a centralized view to evaluate Zeus AI responses, inspect execution duration, trace Zeus AI agent reasoning, and manage review workflows.
Key features
- Zeus AI Run Tracking: Logs every customer conversation with primary details, including customers, start times, run duration, CSAT scores, AI summaries, operational statuses (In Progress, Escalated), and review stages (Pending, Reviewed or Required).
- Session Metadata & Visitor Insights: Run history information and visitor information is available
- Qualitative Feedback: Dedicated input panel allowing reviewers to write, edit, and save internal evaluation notes.
- Deep Diagnostic Tabs: Inspect execution details via dedicated tabs for Knowledge (retrieved help articles), Protocols (active compliance rules), Tools (triggered function calls with raw payloads), and Reasoning (AI decision logic).
How to audit a run
To enhance the quality of your Zeus AI answers, you can use this feature to audit responses and assign the corresponding review status, whether the answer is good, pending review, or should be flagged as inaccurate.
- To audit the a Zeus AI response, go to " Zeus AI > QA > Run history " and click the row to open the detail pane for that conversation.
- Review the customer query against the AI response for accuracy and tone.
- Check the right-hand panel tabs (Knowledge, Protocols, Tools, Reasoning) to verify function calls and logic.
- Update the review status.
Important: Available review status are: Pending: Default state indicating the interaction is awaiting audit or incomplete evaluation. Reviewed: Confirms the interaction has been fully audited and meets standard quality criteria. Flag (Required): Marks interactions that contain errors, compliance violations, inadequate responses, or technical issues requiring escalation. Once flagged, the conversation's status in the table updates to Required.
How to view session metadata, feedback & diagnostics
To inspect detailed information, session metrics, and decision logic for a Zeus AI conversation:
- Go to " Zeus AI > QA > Run history " and click a row to open the detail pane for that conversation. In the side pane, navigate through the displayed accordions and tabs:
- Metadata: View technical execution details (Run ID, channel, ticket number) and visitor statistics (session count, average duration, solve time).
- Summary: Read live, AI-generated updates on the current conversation state.
- Feedback: Enter and save custom notes or evaluation feedback for the run.
- Knowledge: Review the exact documentation, help articles, and scenario sources pulled to answer the customer.
- Protocols: Check active compliance rules and operational guidelines followed during the response.
- Tools: Inspect internal function calls executed by the system along with expandable raw data payloads.
- Reasoning: Trace the step-by-step decision logic and reasoning paths used by Zeus AI to construct its response.
- Guardrails: View the safeguards and restrictions applied to the response. This section is displayed only when guardrails are applied to the conversation.
- Automations: Review the automated actions and workflows triggered during the conversation. This section is displayed only when automations are triggered.
