You are able to find previous web chats you had with a guest in TRACK. This guide will show how to find previous web chats in the Chat Log.
How to Navigate to Chat Log
In the left hand navigation bar, go to the Call Center and click on Chat Log.
Chat Log - Recent Chats
This screen shows you the most recent chats and will be set to the current date by default.
||Date & Time of chat
||Selected Conversation Result
Filtering the Chat Log
The Chat Log can be filtered by date, campaign, agent and conversation result. You can also search by typing in the search box for a more specific filter.
How to View a Chat
There are two ways to view the chat. You can either click on the time field or by clicking View. Both ways are highlighted below:
Chat Information Tab
You are placed in the Chat tab when you view a chat. The chat information is divided into different sections.
This section shows the date and time of the chat.
|Date and time the chat was initiated
The result section displays the conversation result, lead, and contact information related to the web chat.
|Selected Conversation Result
Queues display which queue the chat was routed with.
|Date & Time Joined Queue
||Duration Waiting in Queue
||Result of Queue
This section shows information of the agents involved in the webchat.
|Date & Time agent joined
||Length of time agent was connected
The transcript of the webchat. This shows the timestamps and messages of each person involved in the webchat.
|Date & Time of Message
||Name of Sender
Not all areas in the sections will be populated in some cases. For example, if a person who is not in your contact database who initiates a web chat will not have the contact section populated since they are not a current contact.
You can easily find the chat log you've had with guests in TRACK. When you view a webchat it will show you all the information broken down into different sections that relate to the webchat. It is a powerful tool in TRACK that allows you to view previous web chats and use it to see how agents reply to guests.