Filter Conversation History
Last updated
Last updated
This feature allows you to filter your conversation history 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 History on the top left of the page. After the conversation history page appears, click the 'Filter' button on the upper right-side page, and you will see a pop-up to filter conversation history report.
Component Explanation:
| Name | Description |
|---|---|
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. |
Team | To display report according to the selected rule on the rule management. |
Agent | To display report according to the selected Agent. |
Bot | To display report according to the selected Bot. |
Bot Only | Activate the 'Yes' toggle if you want to display report according to the bot. And activate the 'No' toggle if you didn't want to display report according to the bot. If Yes toggle is active, then filter component group, Line of Business, Team, and Agent will be disabled. Otherwise, if No toggle is active, then the filter component Bot will be disabled. |
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 display report according to the Ticket Number entered. |
Raw Message | To set whether the raw message field will be displayed in the report or not. |
Customer | To display report according to the customer entered. |
Tags | To display report according to the chosen tag. |
Display By | To set the report display will be based on the Created Date or Assigned Date. Note: This chosen field will impact to filter start date and end date field. |
SLA Type | To set the report display will be displayed according to the selected SLA Type. For the calculation of SLA Type, you can read on this page. |
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.
