Conversation History
For detailed explanation of SLA starting with the calculations and settings on the Analytics page, you can refer to the SLA Guideline page.
Conversation history is a feature that allows supervisors to easily monitor the conversation history from each ticket that enters on the 3Dolphins application, both those assigned to agents and those handled by supervisors. To view the report, go to the Analytic menu and click the Live Agent menus, then click Conversation History which you can find on the left sidebar.
Component Explanation:
| Name | Description |
|---|---|
Ticket Number | Unique number for each ticket. |
Created Date | Indicates when this ticket is created. |
Channel | Indicates the channel where the ticket was made. |
Customer | Your customer name. |
Agent Name | Indicates agent's name whose in charge of this ticket. |
SLA | SLA for this ticket. Note: The displayed SLA depends on the configuration of the SLA settings in 'rule management' and SLA type on this report so this might be a percentage or Yes/No. To know more about this setting, you can refer to this page. |
Response Rate | Percentage 'response agent' divided by 'incoming message'. Response Agent is a condition where the Agent responds to each customer chat while the incoming message is conditions when a customer sends a chat message at one time. |
Tags | Indicates classifier for this ticket |
Raw Message | Tombol action untuk menampilkan detail pesan antara Agen dan Bot dengan pelanggan. |
You can also view detailed information from the conversation history by clicking the ‘Details‘ button in the raw message field. This page displays all ticket interactions with agents and bots. There are differences in the appearance of each SLA type report. The following is a detailed view of the conversation if using SLA type 'SLA by Conversation' as shown image below.
Component Explanation:
| Name | Description |
|---|---|
Action Date | Indicates the time this interaction occurred on the ticket. |
Ticket Number | Unique numbers for each of your tickets. |
Account Name | Account name for sending messages. |
Sender Name | Name of the message's sender. |
SLA | Indicates whether this ticket is within SLA specified. |
Over SLA | Indicates how long this ticket exceeds the specified SLA duration. |
Message | Indicates the messages' content sent. |
However, if you set the SLA type report using 'SLA by Ticket', the display of the detail conversation history will be shown as shown below.
Component Explanation:
| Name | Description |
|---|---|
Action Date | Indicates the time this interaction occurred on the ticket. |
Ticket Number | Unique numbers for each of your tickets. |
Account Name | Account name for sending messages. |
Sender Name | Name of the message's sender. |
Message | Indicates the messages' content sent. |
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