A conversation context window is the defined amount of conversation history and related interaction data that is taken into account when interpreting an ongoing call. It can be measured in time, number of turns, or include linked history such as earlier calls, case notes, and recent account events.
Operationally, the context window determines whether signals like intent, sentiment, compliance risk, and next-best action are based on the full relevant story or only the most recent exchange. Too small a window can miss earlier commitments, identity verification steps, or the original reason for the call; too large a window can pull in outdated details and reduce precision.
Setting and monitoring the context window helps leaders tune accuracy and consistency across QA, coaching, and reporting. It also affects performance and cost because larger windows require more processing and can increase latency for real-time guidance.
