In 8x8 Contact Center, we offer supervisors the capability to access transcripts of chat conversations between agents and customers. Using the Monitoring privilege, supervisors can access internal (agent-to-agent) and external (customer-to-agent) chat transcripts. 8x8 Contact Center saves all chat messages automatically, and this feature cannot be disabled.
Features
As a supervisor, you can:
- Access saved chat interactions from the Monitoring > Playback > Chat tab.
- Discern between internal and external records.
- Search chat records by specific data fields.
- Filter chat records by queue, agent, or channel.
- Sort the records by column headers.
- Select a different time zone to view the chat record. Ability to choose different time zones.
- Search for content within a chat record.
- Access transaction details, such as the chat duration, the channel and queue it was directed through, and more.
- Access pre-chat metadata (when available) for each interaction.
- Download the transcript.
- Pop out the chat transcript window from the top-right corner of the Monitoring window.
Limitations
Images shared during a chat are not saved while downloaded.
Access chat transcripts
As a supervisor, you can log in to 8x8 Agent Workspace
The brand new interface for 8x8 Contact Center agents to receive and process customer interactions. and sort, search, and filter for desired chat transcripts.
To view chat transcripts:
- Log in to 8x8 AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace.
- From the Display Panel, click Monitoring
.
-OR-
From the Control Panel, click Menu
> Monitoring. - In the Monitoring window, select the Playback tab.
- Select Chat to access all chat transcripts.
A list of available chat transcripts displays.
- Optionally, you can:
- Click Filter Window to specify the filtering parameters, such as agents, queues, or channels.
- Click any desired column header to sort the list alphabetically, numerically, or by date.
- Click Advanced and search by transaction ID, contact name, contact (phone number), start date, and duration. Create a desired search query, and click Search.
- Click the desired chat transcript from the list to view the details.
- To view the transaction details, click the Transaction tab on the right-hand side of the page.
- To view the pre-chat metadata, click the Pre-chat tab. The tab shows only if the chat included a pre-chat form.
- To download the chat transcript, click Download
on the right-hand side of the page. It saves the transcript as a text file.
- To search for a keyword within the transcript, enter the keyword in the search box. If found, all instances of the string are highlighted within the record.
- To pop out the chat transcript window, click
.
Monitor transferred chat interactions
As an 8x8 Contact Center supervisor, you want to track how efficiently chat interactions are being handled by agents. When agents transfer interactions, you want to understand the reason for the transfer—was it transferred to the right department? Did the agent ask all the right questions before transferring? Did the agent accepting the transferred conversation receive all the necessary information to handle the chat? Get answers to all your questions in your Monitoring tool.
- Log in to 8x8 Agent Workspace.
- From the Display Panel, click Monitoring .
-OR-
From the Control Panel, click Menu > Monitoring. - In the Monitoring window, select the Playback tab.
- Select Chat to access all chat transcripts. You will see the list of chat interactions for a specified time range.
- From the list, select a specific transaction to view the transaction details as well as the chat transcription for that leg.
If the details indicate that it was a transferred chat, you can fetch the previous transaction ID, look for it in the list, and bring up the details (see below).
Select a time zone in the recorded chat
By default, each chat transcript is shown in the tenant time zone. You can select a time zone from the following choices:
- SupervisorAn agent with the supplementary privileges required to create FAQ categories and answers, monitor agent interactions in progress, listen to recordings of previous interactions, and create reports for the agents groups they supervise. timezone: Shows the chat time in the time zone of the supervisor.
- Contact timezone: Shows the chat time in the contact's time zone.
- Agent timezone: Show the chat time in the time zone of the agent.
- Other timezone: Allows you to change to any available option for GMT.
