Chat History Reporting

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:

  • The entire chat transcript
  • Timestamps of each message
  • When the chat was ended and by whom
  • Rating the visitor gave the operator
  • Visitor information & request information
  • Email the visitor
  • Email the chat transcript

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.

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