Conversation Audit

The function of conversation audit makes it easier for supervisors to monitor tickets from the incoming ticket until the ticket is closed. To view the report, go to the Analytic menu and click the Live Agent menus, then click Conversation Audit which you can find on the left sidebar.

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In addition, the supervisor can also see the detailed conversation between the agent and the customer by clicking the 'Detail' action button. This page displays all the activity that occurred on this ticket.

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