Conversation Audit
The function of the conversation audit is that make it easier for supervisors to monitor tickets from the incoming ticket until the ticket is closed.
Supervisor’s can be filter conversation audit report by date range, ticket number, activity status, agent and customer. Conversation audit report can be downloaded to a .XLS, .PDF, .CSV or .TXT files, as shown below.
In addition, the supervisor can also see the detailed conversation between the agent and the customer by clicking ‘Detail' action button. Detail conversation audit report can be downloaded to a .xlxs files to your local drive for purposes of analysis, sharing or backup, as shown below.
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