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Chat Recording

In this release, w 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. Virtual Contact Center saves all chat messages automatically and saving messages cannot be disabled.

Features

As a supervisor, you can

Limitations

Images shared during a chat are not included in downloaded transcripts.

How to Access Chat Recordings

As a supervisor, you can log in to Agent Console, sort, search and filter for desired chat recordings.

To view chat transcripts:

  1. Log in to Agent Console.
  2. From the Menu, navigate to Monitoring.
  3. In the Monitoring window, select Playback tab.
  4. Select Chat link to access all chat recordings.
    A list of available chat recordings is displayed.

  5. Click on the desired chat recording from the list to view the detailed transcript.

  6. 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.
  7. To pop out the chat recording window, click .

How to Select a Time Zone

By default, each chat recording is shown in the tenant time zone. You can select a timezone from the following choices.

 


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