Access Chat Transcripts

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 Transcripts

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

To view chat transcripts:

  1. Log in to Supervisor Console.
  2. From the Control Panel menu, select Monitoring.
  3. In the Monitoring window, select the Playback tab.
  4. Select Chat to access all chat transcripts.
    A list of available chat transcripts shows.
  5. Click the desired chat transcript from the list to view the details.
  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 transcript window, click .

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:

To select a time zone in the recorded chat, in the Monitoring window, select Playback > Chat. Click the Supervisor timezone drop-down box to see other options.

 

 


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