Support History

the support history tab provides admins and supervisors with a complete log of all customer support requests that were raised across cobrowsing sessions and meetings this section helps in auditing, analyzing patterns, and understanding how customers initiate cobrowsing sessions features in support history comprehensive session log view all past customer support requests access session details such as customer info, agent info, product, category, start time, duration, and status cobrowsing session tracking each cobrowsing request is recorded with details of how the session was initiated applicable for both support history → cobrowsing support history → meetings since multiple pop up types are supported for initiating cobrowsing, the system captures the exact source of initiation possible initiation types include floating button icon greeting bubble exit intent popup inactivity popup excel report integration when downloading support history reports in excel, the session initiated by parameter is included in the report ensures complete tracking for audits and compliance the support history module provides a complete record of customer interactions via cobrowsing and meetings it is divided into two categories cobrowsing history logs all cobrowsing session outcomes meeting history logs all customer meeting requests and sessions this section explains cobrowsing history in detail cobrowsing history attended leads attended leads are all leads that were assigned and successfully handled by support agents features view complete details of attended sessions, including customer info, product, agent, category, timestamps, and session duration session end url tracking an additional field is available in session details → product details , showing the drop off url (the last page visited by the customer during the session) reports now include both session start (landing page) session end (drop off page) path cobrowsing console → admin → support history → cobrowsing → attended leads → session details → product detail → session end (url) limitations if the customer closes the browser mid session and does not reconnect within the allowed interval → the last viewed page is marked as drop off if the customer reconnects within the interval → the final page before session closure is recorded as drop off if the agent ends the session , the last shared web page is recorded as drop off export options admins can export attended lead reports, which include session start and end urls download live chat history chat transcripts can be exported for selected date ranges visible under cobrowsing console → admin → support history → cobrowsing → attended leads → export → select date range & checkboxes → export if both chat history and lead report options are selected → two separate files are downloaded exports are applicable only for attended leads declined leads declined leads are cases where an agent requested cobrowsing , but the customer declined the request these leads are automatically categorized under declined detailed logs are available with customer and agent data for auditing path cobrowsing console → admin/supervisor → support history → cobrowsing → declined leads unattended leads unattended leads are all assigned leads that were not attended by support agents automatically tracked when a customer request is generated, but no agent responds useful for identifying capacity issues or training gaps path cobrowsing console → admin/supervisor → support history → cobrowsing → unattended leads follow up leads follow up leads are created when a lead stays unassigned for more than 1 hour (time configurable) a lead is captured outside working hours features auto assignment (modified follow up leads) follow up leads and unattended leads (caused by agent capacity limits or offline status) can now be auto assigned to specific agents admins/supervisors can enable “assign follow up lead” when creating/editing agents agent visibility if enabled, a follow up leads section is visible to agents alongside attended and unattended sections agents can filter by title, start date, and end date supervisor/admin tools the “assigned agent” column shows which agent owns the lead leads can be transferred to another agent using the transfer lead button (enabled only after selecting a lead) the transfer dropdown only displays agents who belong to the same category and language have the assign follow up lead enabled reports exported excel reports include the assigned agent column limitations the transfer button remains disabled until at least one lead is selected leads marked unattended due to agent unavailability (busy/offline) are logged as follow up leads if multiple customers across categories are selected, the agent list shows only those who cover all categories if none are available, supervisors are notified path cobrowsing console → admin/supervisor → support history → cobrowsing → follow up leads manual conversion of leads leads in follow up and unattended categories can be manually converted into “closed” or “not closed” based on outcomes to configure enable follow up leads this is visible under cobrowsing console (admin) > settings > options > general > inbound > enable follow up leads features admin/admin ally/supervisor can update lead status to closed/not closed add remarks and sub remarks (if enabled) converted leads move into a dedicated manually converted leads section agents can convert their assigned follow up/unattended leads to closed/not closed with remarks converted leads also move to manually converted leads limitations remarks/sub remarks only appear if “enable predefined remarks with dropdown” is enabled when converting from unattended leads , remarks from when the lead was archived are pre populated but editable manually converted leads section is enabled by default if follow up leads are disabled in settings, this feature is hidden across all roles meeting history details about the meet can be seen here admin will be able to download the meeting recording and also see the meeting status and various details related to the meeting customer details this shows the customer details like the customer name, mobile number, and initiated by (shows the source using which the session was requested from eg, greeting bubble, exit intent, inactivity pop up ) meeting date, the agent that was assigned to the session, total duration of the session, and the meeting status can also be seen here meet recordings can be downloaded by clicking on the download button provided meeting details can be seen by clicking on the button