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.
|Chat Id||Date & Time of chat||Associated Campaign||Associated Contact||Contact Email||Contact Phone||Associated Lead||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||associated queue||result of queue|
This section shows information of the agents involved in the web chat.
|Date & Time agent joined||Length of time agent was connected||associated agent||associated queue|
The transcript of the web chat. This shows the timestamps and messages of each person involved in the web chat.
|Date & Time of Message||Name of sender||senders message|
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 web chat it will show you all the information broken down into different sections that relates to the web chat. 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.