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:

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.

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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.

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