> ## Documentation Index
> Fetch the complete documentation index at: https://docs.botbrains.io/llms.txt
> Use this file to discover all available pages before exploring further.

# ServiceLens

> Turn every conversation into structured, measurable data with conversation attributes, scorecards, monitors, and a review queue

<Warning>
  ServiceLens is currently in beta and available per project. Features and behavior may change. Contact [support@botbrains.io](mailto:support@botbrains.io) to turn it on for your project.
</Warning>

ServiceLens is the suite that turns every conversation into structured, measurable data. [Conversation Attributes](/concepts/conversation-attributes) record what happened, such as the customer's sentiment, the urgency, or a field of your own, and AI or your team fills them. [Scorecards](/concepts/scorecards) combine attributes into a weighted score from 0 to 100. [Monitors](/concepts/monitors) flag the conversations that meet a condition or fail a scorecard, track the flag rate over time, and alert your team. The [Review Queue](/concepts/review-queue) hands conversations to people when a scorecard needs answers that only a person should give.

<Columns cols={2}>
  <Card title="Conversation Attributes" icon="list-checks" href="/concepts/conversation-attributes">
    Structured fields that AI or people fill on every conversation
  </Card>

  <Card title="Scorecards" icon="gauge" href="/concepts/scorecards">
    Weighted 0–100 scores built from attributes, including the CX Score
  </Card>

  <Card title="Monitors" icon="scan-eye" href="/concepts/monitors">
    Flag conversations by filters, an AI prompt, or a scorecard threshold
  </Card>

  <Card title="Review Queue" icon="clipboard-check" href="/concepts/review-queue">
    Answer the scorecard items that need a person, one conversation at a time
  </Card>
</Columns>

## How the Pieces Fit Together

```mermaid theme={null}
graph LR
    C[Conversation] -->|AI or people fill| A[Conversation Attributes]
    A -->|scored items| S[Scorecards]
    A -->|filters| M[Monitors]
    S -->|score below threshold| M
    M -->|scores awaiting a person| R[Review Queue]
    R -->|answers| A

    style C fill:#f3e5f5
    style R fill:#e3f2fd
```

Attributes are the foundation: scorecards score them and monitors filter on them. An active monitor whose scorecard has [manual items](/concepts/scorecards#unanswered-items) also works as a review queue.

## Where to Start

| What you want to do | Start here |
| - | - |
| Record sentiment, urgency, frustration, or your own fields on every conversation | [Conversation attributes](https://platform.botbrains.io/~/conversation-attributes) |
| Grade conversations on your own quality criteria, or add the CX Score | [New scorecard](https://platform.botbrains.io/~/conversation-attributes?edit_attribute_id=~\&type=scorecard) |
| Track how often a monitor flags conversations, with alerts when it flags too many | [Monitors](https://platform.botbrains.io/~/monitors) |
| Let your team answer the scorecard items the AI shouldn't judge | [Reviews](https://platform.botbrains.io/~/reviews) |
| Find conversations by [attribute value or score](/concepts/conversation-attributes#filter-by-attributes) | [Conversations](https://platform.botbrains.io/~/conversations) |

## Permissions

| Role | Attributes and scorecards | Monitors | Review Queue |
| - | - | - | - |
| Organization Owner, Organization Admin, Project Owner, Project Contributor | Create, edit, test, backfill, and delete. Set values and re-evaluate conversations | Create, edit, test, re-evaluate, pause, and delete. Receive alerts | Review conversations |
| Project Member | Set values and re-evaluate conversations | View monitors and receive alerts | Review conversations |
| Project Viewer | See attributes and their values | View monitors and receive alerts | See the Reviews page, but not answer |


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