Filter Conversation Audit
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Last updated
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This feature allows you to filter your conversation audit report. Used to make it easier for you to display reports according to the filter criteria you selected. Go to Analytic, select menu Live Agent, and click Conversation Audit on the top left of the page. After the conversation audit page appears, click the 'Filter' button on the upper right-side page, and you will see a pop-up to filter conversation audit report.
Component Explanation:
Group
To display report according to the selected group.
Line of Business
To display report according to the selected LOB.
Channel Type
To display report according to the selected Channel Account.
Channel Account
To display report according to the selected Channel Account.
Start Date
To display the report starting from the selected date.
End Date
To display the report up to the selected date.
Ticket Number
To set the report display according to entered ticket number.
Live Agent Name
To set the report display according to entered live agent name.
Customer
To set the report display according to entered customer.
Default Filter
Button to set the filter back to default.
Filter
Button to apply the filter that has been set.
The filter that appeared will be adjusted according to the group report setting on your user management. You can manage the group reports when creating or editing users on the user management page. If your group report is LOB and your user is listed in LOB A then filter for each component that you may select only those related to LOB A. For example, LOB A is in Group B, the channels that can be accessed by LOB A are live chat and email channels, so when you apply the filter, you can only see Group B on the Group filter component, LOB A on the LOB filter component, Live chat channel and Email Channel on the Channel Type filter component, etc.
You may set more than one filter, such as if you want to see reports from live chat channels that are on LOB A, then you can select live chat channel on the Channel Type filter component and select LOB A on the LOB filter component. However, in the conversation audit report, you cannot select multiple rules and agents, so the 'team' and 'agent' filters are disabled.
