Chat Recording

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 CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. saves all chat messages automatically and cannot be disabled.

Features

As a supervisor, you can

Limitations

Images shared during a chat are not saved while downloaded.

How to Access Chat Recordings

As a supervisor, you can log in to Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions., 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 shows.

  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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