Chat History

in “chat history”, livechat admins can view the complete chat history of all the agents across all categories they can view details about customer, livechat agent username, channel, category of the query, chat rating, start and end date, wait time, first response time, duration of the chat and chat termination data the complete chat history can also be viewed here note the chat history page is with realtime updates all real time chats of agents can be efficiently viewed by supervisors real time chat viewing the chat window between agent and customer is live with the help of which the supervisor/admin can view chats in real time note on the dashboard of the supervisor the “ongoing chat” will be visible as shown below by clicking on the “ view live chat ” he will be able to see the specific chats that are going on between that particular agent and customer in realtime demo for the same is shown below supervisor/admin comment on realtime a dedicated functionality is provided for supervisors and admin to comment on any message of an agent and end user these comments would only be visible to the agent and not the end user this is visible unders chat history (supervisor/admin side) > ongoing livechat for an ongoing live chat of an agent (highlighted in the chat history section by a visual indicator), the supervisor can comment on the agent's message to the user by clicking on the reply privately present below the message, the supervisor can type in their comment these messages will be visible to the agent on their chat window with the end user as well as on their one on one chat window (for both supervisor and agent) note these messages will not be visible to the customer agent side when they are in the middle of a conversation with the end user, they can receive comments/feedback about a message they had sent to the end user, from an admin or a supervisor when the agent clicks on the comments made by the supervisor (at the active customer screen), they are redirected to the one on one conversation with the resp supervisor refer the below given links for demo for better understanding supervisor comment on ongoing chat linksurfing on chat history providing "previous" and "next" arrow buttons on the modal buttons for users to navigate through the conversations with ease now the users can navigate to a different conversation without having to close the open modal, by clicking on the "next" or "previous" icon this is visible unders cogno livechat > admin side > chat history and cogno livechat > agent side > archived chatsrefer the below given demo for better understanding admin side (chat history) agent side (mobile view) web view agent side chat history export an option inside our livechat admin side 'chat history' to download chat histories (for conversations) in bulk this will export all conversation histories at once, available in "today", "last day", "last 7 days", "last 1 month" and "custom range" filters please note each sheet name inside an exported report (workbook) would represent a "date" eg "01/01/2021" all the conversations from different customers on a particular date would be added in that corresponding sheet the downloaded workbook (report) naming convention “livechat conversations || "bot name" || "dd/mm/yyyy dd/mm/yyyy" xls” single unique identifier a unique identifier linked with a customer chat, which shall help us to determine if a chat initiated is a new chat or a re initiated chat we can consider the " client id " variable as a unique id "chat re initiated on" a new attribute added to a chat history by the name "chat re initiated on" this value will by default stay null once a chat has been re initiated on the same date, this attribute would reflect the timestamp when the chat got re initiated again if the chat gets re initiated more than once on the same date, all the re initiation time stamps would be visible on this field separated by commas to configure this is visible under livechat (admin) > chat history > export > report type conversations > select date range feature working new option in the "export" section to export reports for existing "chat history" along with the new addition of "conversations" which will generate bulk conversation history over the periods specified in the relevant dropdown please note the selectable custom date range cannot exceed 30 days/ 1 month message "please select a range upto 30 days " can be seen here please note the calendar would automatically stay activated till 30 days, post that, all the dates would be disabled so customers can't select a value the report should be sent over the email id provided identification of user chat termination by user or agent the admin can see whether a chat has been terminated by an agent, the user or by the system this is visible under livechat> chat history> chat termination column this feature helps determine whether the chat had been terminated by the customer, agent or the system customer when the interaction was terminated at the user end agent when the agent resolved the chat system when chat disposal disposes off a chat please note (limitations) in case a customer re initiates a chat on the next day or any day other than which he initiated the chat on, in that case the new conversation won't be appended to the previous conversations a new chat would open for that particular day in that case if a customer re initiates a chat on the same day after initiating it once before, the new conversations will get appended to the previous conversation the time stamps are separated by commas for the ones that the customer has re initiated the chat on it would only append the chat if the customer details match with a single unique identifier (client id) this unique identifier as of now would be a mobile number, however it can change to the desired value to set a customer attribute as a unique identification number the maximum range selection allowed in custom range would be 1 month if the user while exporting this report selects a date range in which no conversations took place, we would revert them with a blank workbook just holding the attribute names in case the user while exporting a conversation report, selects a date range which is before the bot go live date, in that case the report generated would be a blank report bifurcation of source customer device bifurcation analytics for mobile & desktop this is visible under livechat console login > chat history the chat history table now consists of a column that will showcase the source of any chat request raised by the end customer nps in reports nps received will be available in the reports being exported this is applicable for the following chat history report performance tab mailer analytics sample of the above mentioned reports is available here