Live Agent [v4.8.2]

For versions:4.8.2

Click ‘Download’ button to show summary or download as PDF for offline viewing.

  • Login as ‘Supervisor‘, for the 3Dolphins SRM login mechanism, do the steps described on the ‘Login‘ page,
  • Select the ‘Analytic‘ menu and then on the dropdown menus select the Live Agent‘.
  • 3Dolphins will redirect you to Live Agent page,

Conversation History

The function of the conversation history feature is to make it easier for supervisors to monitor chat history from each channel. This section contains instructions on how to view and download analytic of conversation history.

  • On the left menus section, select and click the ‘Conversation History‘.

Field component explanation of filter conversation history :

ComponentDescription
Start Date and End Date To filter report conversation history based on range date.
Ticket NumberTo filter report of conversation history based on ticket number of customer.
Raw Message To display messages between agents or Bot with customers.
ChannelTo filter report conversation history based on channel type.
AgentTo filter report conversation history based on name of customer.
CustomerTo filter report conversation history based on customer name.
TagsTo filter report conversation history based on ticket tags (category classifier).
  • For example, filter ticket based on customer name ‘Minda‘ such as images below.
  • To download conversation history, click the ‘Download Conversation History‘ button and wait processing generate report,
  • If generate report success, then appear file report of ‘conversation history‘ and you can download this file. For example, click icon ‘download‘ on the file.
  • If download file is success, file will display in excel file format such as below.
  • Or, you can view information detail of conversation history. On raw message field, click action ‘Details‘.
  • 3Dolphins will redirect you to table detail row message, to download detail raw message conversation history, click the ‘Download Conversation History‘ button.
  • If download file is success, file will display in excel file format such as below.
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