Conversation History
Last updated
Last updated
Conversation history is feature that make it easy for supervisors to monitor the conversation history from each ticket that incoming on omnichannel both those assigned to agents and those handled by supervisors. To view the report, go to analytic menu and click the live agent menus, then click conversation history that you can find on the left sidebar.
See tables with ticket numbers, created date, channels, and other metrics that can be sorted by date range, ticket numbers, channels, customer, agents, tags, created date or assigned date. conversation history can be downloaded to a .XLS, .PDF, .CSV or .TXT file, such as images below.
Component explanation :
Component
Description
Start Date and End Date
To filter report conversation history based on range date.
Ticket Number
To filter report of conversation history based on ticket number of customer.
Raw Message
To display messages between agents or Bot with customers.
Channel
To filter report conversation history based on channel type.
Agent
To filter report conversation history based on name of agent.
Customer
To filter report conversation history based on the customer name.
Tags
To filter report conversation history based on ticket tags (category classifier).
You can also view detailed information from the conversation history by clicking the ‘Details‘ button in the raw message field. See detailed table with action date, ticket number, account name, sender’s name and message. Raw messages can be downloaded to a .XLS, .PDF, .CSV or .TXT file button as shown below.
