Contact Support

Chat History

Effective customer support is like machinery in good condition. So every part of it should operate together perfectly to prepare a flawless process.

Chat History fetches the chats handled, per department, per agent wise. User will be able to see the entire conversation when it is a CLOSED chat and the query which invoked the chat when it is MISSED. By giving a detailed analysis of the chats handled by the specific agent on a particular day for a certain time frame and customer rating, you will be able to know how the customer is contented by the support offered by that agent.

Look out the Chat History page of Twixor EnCaps that provides you the elaborated record of chats.

To filter chats:-

You can filter out the chat history records by selecting any/all of the search criteria listed below and clicking Search button.

  • Customer Name/ number - Mobile number and Name of the customer chatting with the Agent
  • From and To Date - Starting and ending date/time of the chat conversation

  • User Tag - Tag assigned to the user in Chat Interface.

  • Channel Type - Type of the channel.

  • Department - Name of the department which is handling the chat. In the chat history example given above, the chats are handled by the Support Team department

  • Agent - Agent who is mapped with the selected department and handling the chat

  • Status - Current status of the chat. For example, the chat status will be CLOSED if the chats are closed after resolving the queries asked by the customers or MISSED when the chat is not attended by the call agent.

The following records will be filtered and displayed based on the selected criteria given above.

The output will be filtered and displayed based on the criteria chosen for Chat History with the following headers.

Customer Name – Name of the Customer who initiated the chat (For an existing customer who returns, this will be the FULL NAME from Customer Information section, as edited by the agent; if unedited earlier, mostly this will reflect the WhatsApp number of the customer)

Customer No – WhatsApp number from which customer initiated the chat

IP Address - IP Address of the customer's device using which he is conversing with the agent

Start Date – Date on which the chat was initiated

Chat – Query with which the chat has been initiated

Closed Date - Date on which the chats are closed. This data will be displayed if you select the CLOSED option from the Status

Status – Closed or Missed

Transferred From – When the chat gets transferred to a different agent in between, this column will reflect the agent who had initiated the transfer

Department – Department to which the Chat Agent is belonging to

Agent – Name of the Agent who has handled the chat

Rating – If customer has provided a Rating, that will reflect here

Tags – If the chat has been attached to a particular tag, before getting closed, that will reflect here

Location - Current location of the customer

Export Chat History

Here you can export all the valuable information from the past conversations or from the specific conversations based on the search results explained in the topic above. It helps you to track the issues or document the support requests.

To export the underlying data of the chat history to an Excel file for further analysis, click the Export button.

 

Next Topic

Campaign Module