Within your Account Dashboard or the OCC Agents, you can view the chat history of all operators within the account. The Chat History pages within the Account Dashboard are much more fully featured than the OCC Agents and offer the ability to filter requests by date, operator, department and keyword.
Within the actual transcript of the chat, you will be able to see and review many items:
These customer chat transcripts can serve as an extremely valuable resource to analyze customer behavior or train new members of your support team.
Chat History is available only in the Premium and Enterprise Versions.