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.

Conversation Audit

Component Explanation:

Name	Description
Ticket Number	Unique number of each ticket.
Action Date	Record the time of the last activity on this ticket.
Channel	Indicates the channel where the ticket was made.
Customer	Your customer name.
Agent	Indicates agent's name that is responsible handling this ticket.
Detail	Used to view detailed conversation audit reports of each ticket.

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.

Detail Conversation Audit

Component Explanation:

Name	Description
Action Date	Indicates the time this activity occurred on the ticket.
Event	Indicates activities performed on the ticket.
Status	Status of event.
Performed By	Indicates the user that doing this activity.
Description	Description of the activities performed.